Ecommerce BillingIssue

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    Asked on August 14, 2016 at 05:34 AM

    I submitted a ticket on Thursday August 11th about shipping charges not being applied into my customers paypal account.

    I stated that the shipping fee show that the shipping fee was applied in the jotform form submission but when it's charged by paypal the shipping fee is not included.

    I also forwarded screenshots of the jotform form submission showing the correct charges and screen shot of the paypal account showing the shipping fee was not included.

    My client stated that some of the submissions include the shipping fee and some transactions don't, even on the same form.

    My client is furious stating that they have lost a significant amount of income with the lost of shipping fee not being included and is demanding answers.

    There was a reply from one of your support team on Thursday August 12, 2016 stating that they would investigate the matter and as of today Sunday August 14 we have not heard anything further and the customers forms have not been updated as we don't know what the issue is.

    Also please advise the best way for us to reply to your customer support team after you reply to this support ticket. Do we reply back to the email sent from your support team even the the email address shows

    Not finding your customer support system very user friendly.

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    Answered on August 14, 2016 at 08:57 AM

    We do apologize for the inconvenience this has caused you. As per checking your other thread, our development team is still checking the issue. We will update you regarding this matter on your other thread to avoid confusion. You can check the thread here: If you need to add further details to the issue or updates, it is best to open the thread link and then post your reply there.