Payment form was not charging the shipping fee on some transactions

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    Netvatise
    Asked on August 11, 2016 at 04:44 PM

    I have a client who has noticed that recently their ecommerce forms has not been charging the shipping fee on some of their transactions. 

    They were going through their paypal account and noticed some of the charges came through with shipping added and some not even on the same forms.

    The shipping fee is listed on the forms and shows it's being calculated but when the transaction comes through on Paypal sometimes the shipping fee is not there.

    Is this an issue with jotform or would this be an issue with Paypal processing?

    Need to have this issue resolved ASAP.

  • Profile Image
    BDAVID
    Answered on August 11, 2016 at 06:14 PM

    The "shipping fee" option is selected by default:

    If the user submits the form, that amount will be charged. Would you let us do a real submission on that form, so we can see if the mentioned issue reproduces on our end?

  • Profile Image
    Netvatise
    Answered on August 11, 2016 at 06:33 PM

    I checked the form submission in my account and the amounts look correct with the shipping fee added. When I log into the clients paypale account to check the amount the shipping fee is not included in the amount. 

    I can forward you a screen shot of the paypal account so you can see what was charged and I can forward you a screen shot of the jotform submission that shows it including the shipping fee. Just need to know hoe to get the attachment to you as I don't see anywhere on my reply where I can upload an attachment.

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    jonathan
    Answered on August 11, 2016 at 11:25 PM

    Please follow the guide here https://www.jotform.com/answers/414264 on how you can include screenshot image on your message when you reply again on this thread.

    We will wait for your response.

     

  • Profile Image
    Netvatise
    Answered on August 12, 2016 at 12:35 AM

    I checked the form submission in my account and the amounts look correct with the shipping fee added. When I log into the clients paypale account to check the amount the shipping fee is not included in the amount. 

    I have attached a screen shot for Schrelle Pope jot form order showing shipping was included.
    I have also attached a screen shot of the paypal account showing it was not charged. (Order was from today)

    I have also attached a screen shot of of another paypal order today using the same form and the shipping is included.

     

  • Profile Image
    omur
    Answered on August 12, 2016 at 12:52 AM

    Hello Netvatise,

    Thank you for taking the time to report your concern.

    I'll open up an investigation and take a look in to the issue for you. I'll let you know about the update.

    Please allow me some time for the investigation.

    If you have any further questions, feel free to address them here.

     

    Thank you