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    The shipping cost and other information is not transferring to paypal.

    Asked by Ohiolesbianfest on July 14, 2016 at 07:37 PM

    I am seeing the shipping/handling on my form that seems to be working, but when it gets to Paypal, it looses the S&H fees and sometimes looses the quantity.

    I cant find a way to upload 2 files so i just have the paypal confirmation attached, i also have a jotform screenshot but you should be able to find it in the ticket form submission for Lammers.

    Please advise as I cant tell what is going on ans I am loosing fees and monies with this glitch.

    Thank you 



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    JotForm Support

    Answered by jonathan on July 14, 2016 at 09:17 PM

    Please double check also if you have properly setup the shipping cost on the side of your paypal account.

    Refer to this user guide on how to: How-to-add-Shipping-to-your-Paypal-standard-account

    Let us know if this did not resolve the issue.



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    Answered by Ohiolesbianfest on July 14, 2016 at 11:45 PM
    So im looking into the Paypal set up (your tutorial does not match the
    Paypal site anymore as they have changed the site) and i can see that it
    may have something to do with some of it, but i think it is on your end
    also. I have never had to set up Paypal before and it was all done on the
    jotform side, has this been a change you made?
    I look at the submissions for the same form, and some have the S&H and some
    dont. I have set up for a flat rate for each app, but It varies. some have
    the S&H and dont.
    I am loosing money on each of the submissions, so finding a solution as
    soon as we can would be helpfull. is there a phone number i can call
    directly to talk to someone about this and go over the forms together and
    make sure they ar performing correctly before they go to PayPal.
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    JotForm Support

    Answered by Chriistian on July 15, 2016 at 02:36 AM

    Apologies for the inconvenience. I sent a couple of submissions to your form to see if the shipping was passed to paypal. During my tests, the S&H was applied successfully to the Paypal page.

    I cannot seem to replicate the issue with the shipping. Your form also seems to be setup correctly.

    We did not make any recent changes to the shipping cost setting. The shipping cost setup on Jotform should override the profile-based shipping method configured under your Paypal account. 

    Do you still encounter the issue? Can you please try clearing the form cache to refresh your form. We currently do not have support over phone. If you need further assistance, please contact us through the support forum or at support@jotform.com. Regards.


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    Answered by Ohiolesbianfest on July 15, 2016 at 10:45 AM
    Can you look at the submissions on the ticket page, there are some that the
    S&H was added and some that were not.
    Believe me, i am confused myself.
    Do you need access to the submissions or should I take screenshots?
    It had been working just fine and then all of the sudden it stopped.
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    Answered by Ohiolesbianfest on July 15, 2016 at 10:45 AM
    Attached is the spreadsheet for the submissions, it looks like it is only
    affecting the $110 tickets if purchased alone. if any other is bought with
    or alone. it ads the S&H
    Is there a glitch going on?
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    JotForm Support

    Answered by Welvin on July 15, 2016 at 11:33 AM

    I forgot to take a screenshot, but I noticed the issue in the $110 ticket of the form. When selected, the shipping is not added even thought it set to all, flat rate. I have re-configured your payment field and that seems to have fixed it. Please check again.

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    Answered by Ohiolesbianfest on July 15, 2016 at 02:45 PM
    Thank you,
    I will keep an eye on it.
    Thank you