Pending Submissions - Payment Processed by PayPal

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    sonaimaging
    Asked on April 02, 2012 at 05:35 PM

    Hello, I am having an issue where the payment is complete on the PayPal side and a receipt is emailed to the client but within jotform, the submission is still in a pending status. This is major issue, as we have rules set to autorespond login information upon payment. Without this feature working, this process would not be automated for us and would require login for every transaction. Please advise. Thank you

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    Mike_T
    Answered on April 02, 2012 at 05:44 PM

    Thank you for contacting us.

    You will have to enable Instant Payment Notification service through your PayPal account. Please check the last post in the following thread to get step by step instructions.

    Embedded Form with paypal integration

    Please feel free to contact us if you need any further assistance.

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    sonaimaging
    Answered on April 03, 2012 at 08:26 PM

    Thank you Mike_T. I set up the IPN URL and now the payments are not getting stuck in pending status. However, when testing form, the auto-responders still are not being sent. Please advise. Thank you for your help!

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    fxr
    Answered on April 03, 2012 at 08:44 PM

    Those autoresponder emails are likely getting caught in form users' email spam filters. 

    If at all possible, to ensure maximum possible deliver to every email provider, change the Sender Email of your (conditional) autoresponder emails to noreply@jotform.com 

     


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    sonaimaging
    Answered on April 03, 2012 at 09:07 PM

    Thank you, but I tested the form with several real transactions and there are no emails. Checked spam folders for each one. Nothing. Please advise. Thanks!

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    mliz
    Answered on April 03, 2012 at 10:35 PM

    The email address has to be the primary email address in your Paypal account. If you have registered multiple email addresses in your Paypal account, make sure you use the primary email address otherwise, IPN will not work.

    Hope this helps.

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    sonaimaging
    Answered on April 03, 2012 at 10:37 PM

    Which email address has to be the primary PayPal email address? The one set in the PayPal form wizard, the one set to send from/to, or the main JotForm account email address? Please clarify. Thanks for your help!

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    jonathan
    Answered on April 04, 2012 at 03:55 AM

    @sonaimaging,

    The email address that is primarily assigned in paypal(primary) should also be the email address set in JotForm Paypal form wizard, and should also be the email address in the form's Email Recipient in the Notification E-mail alert. The Jotform account when you login to Jotform builder should not be included.

    Hope this clarifies it for you. Please inform us should you need further assistance.

    Thanks.

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    sonaimaging
    Answered on April 07, 2012 at 05:05 PM

    This is completely clear on how to set this up. I have done this. However, the form is still not working. I have conditional emails set to send based on the type of purchase. The paypal IPN is set correctly and the email addresses are set correctly within the form. The autoresponders still do not send correctly after the submission, with the exception of the notification email to us regarding the purchase. Please advise. Thank you!

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    fxr
    Answered on April 07, 2012 at 05:09 PM

    These emails are getting trapped in your clients email spam folders.

    To prevent this from happening please change the Sender Email of all your conditional autoresponders to noreply@jotform.com 


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    sonaimaging
    Answered on April 07, 2012 at 05:17 PM

    Thank you again, but as I mentioned previously, I tested this form on several real transactions and have checked the spam folder and NO EMAIL WAS RECIEVED! This IS NOT the issue. The issue is that your service is not working correctly. 

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    fxr
    Answered on April 07, 2012 at 05:20 PM

    Sometimes with certain email providers spam filters, emails not originating from the same email server as that in the from address of the email dont even reach the the intended recipients spam folder. 

    Can you please try some tests using noreply@jotform.com  as the Sender Email of those autoresponder emails? I am sure you will see significantly different results. 

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    sonaimaging
    Answered on April 07, 2012 at 05:30 PM

    I have done that and it is still not working.

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    fxr
    Answered on April 07, 2012 at 05:33 PM

    Which condition on your form is setup with noreply@jotform.com on the autoresponder Sender Email and I will do a test on your form. 

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    fxr
    Answered on April 07, 2012 at 05:36 PM

    I have checked all your autoresponders emails and none of them are set up in this way. 

    Please consider taking and testing this advice. 

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    sonaimaging
    Answered on April 07, 2012 at 05:38 PM

    I created a cloned form with $.01 transactions. It is ONE TIME TEST, form ID 199643138491846600. 

    All of the autoresponders on this test form are set to noreply@jotform.com. However, now some of the transactions are getting caught in pending payment status also.

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    sonaimaging
    Answered on April 07, 2012 at 07:10 PM

    I saw that you tested the form. Did you receive the autoresponder email?

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    fxr
    Answered on April 07, 2012 at 08:05 PM

    Yes, thanks for making the test form. It does help, I can confirm 3 JotForm support staff have replicated issues with the autoresponder on your form.

    I will investigate the issue in greater detail and get back to you in the next 24 hours. 

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    sonaimaging
    Answered on April 07, 2012 at 08:50 PM
    Ok thank you. I will refund all of the transactions through PayPal.
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    fxr
    Answered on April 09, 2012 at 06:07 AM

    I did some further tests on this; on your autoresponder email config just have {email} as the intended recipient. i.e just send it to one person. 

    This should sort the issue out for you. 

     

    Thanks for your patience and let us know if the problem does persist after making this change. 

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    sonaimaging
    Answered on April 09, 2012 at 09:32 AM

    The additional emails are only on the test clone form. I was testing that option to send duplicate emails. I just removed the additional email and re-tested the form. Still no autoresponder received.

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    sonaimaging
    Answered on April 09, 2012 at 09:37 AM

    Just wanted to confirm this is the correct IPN url:

     

    https://www.jotform.com/ipns/paypal.php

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    liyam
    Answered on April 09, 2012 at 10:38 AM

    Hello, can you try changing your IPN to http://www.jotform.net/ipns/paypal.php and see if this works?

    Thanks.

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    fxr
    Answered on April 09, 2012 at 10:49 AM

    Can you also do a test using this URL for you form?

    www.jotformpro.com/form/20898169174971 ?

     

    Just in case those changes to your autoresponder havent replicated over to our CDN yet. 

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    sonaimaging
    Answered on April 09, 2012 at 12:56 PM

    I changed the settings and did the test. Still no autoresponder received. 

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    liyam
    Answered on April 09, 2012 at 01:59 PM

    Can you try changing the condition by replacing the content of your "email to" fields from: 

    {email}, admin@allaboutultrasound.com

    to just:

    {email}

    I'm afraid that the autoresponder email is designed to send only to one email address at a time

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    sonaimaging
    Answered on April 09, 2012 at 03:02 PM

    I did that before my last test and still didn't receive the autoresponder.

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    fxr
    Answered on April 09, 2012 at 03:47 PM

    Can you please set it to only sending to only {email} and also the Sender Email to noreply@jotform.com on each of your autoresponder emails?

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    sonaimaging
    Answered on April 09, 2012 at 07:15 PM

    This has already been done.

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    liyam
    Answered on April 10, 2012 at 12:26 AM

    Sorry for this delayed response, sonaimaging. I'll forward this matter to the development team for them to look into this further.  We'll keep you posted as soon as we have updates.

    Thank you for your patience.