Clarify Incomplete Payments Please

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    Asked on July 18, 2016 at 10:51 PM

    This is listed on your site about INCOMPLETE PAYMENTS: We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway.

    Using this wizard, you can “complete” a pending submission manually or “delete” it.

    QUESTION 1 ---- I have several incomplete payments from 7/17 and 7/18 - how long does it take you all to receive notification from the payment gateway - in this case PayPal?  Because I am seeing other payments upon orders right away. People are complaining because they are not seeing payments from their debit/credit cards but they are getting emails from JotForm that indicate payment was made and it causing quite a bit of confusion 

    QUESTION 2 --- Based on your statement that a payment can be completed manually, what does that mean? Does that mean you release the payment ahead of the payment gateway or what?  

    This is creating quite a bit of stress. 


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    Answered on July 19, 2016 at 01:09 AM


    Our apologies for the confusions.

    1. Incomplete Payments are simply abandoned payments. Meaning, the user might have closed the browser or abandon it after they are redirected to the Paypal's checkout page.

    To learn more about incomplete payments, please check this page

    If you have received the payments from the user in your Paypal account but did not receive a submissions notification from JotForm, the submissions might be in the incomplete payment list. This is happening when Paypal IPN is disabled in your Paypal account. Make sure to enable it to avoid getting such problem. Please checkout our Paypal FAQ page to learn on how to enable IPN in your Paypal account

    So if in case you received the payments but did not receive the notification from JotForm, you can simply mark them as complete in the incomplete payments wizard. Otherwise, if you have not received any payments, you can delete them if you want.

    2. Marking the incomplete submissions as complete will not process any payments. It only moves the incomplete payment submissions into your submissions page (submissions data grid below the page)

    If you have further questions, do let us know.