I logged a sale but not a JotForm Corresponding submission

We are using this form: http://form.jotformpro.com/form/41675729621966 to take info and process payment. I have the payment info from 2CO below, but there's no JotForm. What happened?

From: no-reply@2co.com
Date: June 19, 2014 at 1:08:33 PM EDT
To: catherinabishopp@yahoo.com
Subject: German Village Society Sales Receipt 205306346516

Order Number : 205306346516
Merchant Order ID : 41675729621966-269006666342891327

German Village Society ( http://germanvillage.com )

Contents of your purchase :
Vendor Product ID : 41675729621966-1002
Product Name : German Village Art Crawl Garage Fee
Quantity : 1

Total : 30.00 ( USD )

Billing Information
Catherina  Bishopp
IP: 99.92.60.243     IP Location: Dublin ( United States )
catherinabishopp@yahoo.com
3472236703
7135 Harriott Road
Powell, OH 43065
United States ( USA )



Thank you for your business.

* Please do not reply to this email.  Your response will not be received.  Please visit our website to contact us about your order.

Thank you for contacting us.

Are you not receiving email notification even on your gmail account? If not, can you try to change the sender email from noreply@jotform.com to noreply@formresponse.com also retype the recipient's email address. Here's how you can change the sender email.

Let us know if this resolves the issue.

Hi Bryan,

Thanks for your help so far.  My question now is that if I've followed these instructions will the JotForms that weren't logged kick over to my re-typed address?  In other words, I've got x amount of payments, but only x amount of JotForms.  My JotForms are short by THREE, will these finally be sent to my email?  Or is it possible to float the names of the forms I didn't receive to you in order to get them sent?

Hello, 

Thanks for the clarification. 

That is certainly odd - you should have all the payments and corresponding form submissions matching. 

The missing submitted forms (but paid) must be on the submission admin panel. 

If not - they should be listed under incomplete payments

Please let us know if you found them. 

Hi, Titus,

Thanks for your help.  The applicants in question were in these folders.  However, through email even a couple of "incomplete" payments showed as complete payments.  I have 23 incomplete payments, but if I'm beginning to receive notifications from these individuals proving they have paid, that money has been taken out of their accounts, yet I'm not receiving any kind of notification, then I think there's a HUGE problem and a disconnect with JotForm.  While JotForm shows "incomplete", there's proof they have completed the payment.

To be honest sir, it's caused quite a stir with our program.  We were relying on JotForm's stability to notify us when applications were sent, and if we didn't receive an applicant's JotForm how were we to know they actually applied?

This process has made us look foolish, it's caused refunds all because we relied on JotForm.  How can you help us fix this glitch?

Thank you.

Hello Todorov,

I did check the payment question of your form you have not enabled the "Pending Payment Email". That means you should only be receiving email for successful payment. All the unsuccessful payment should be logged in a "Incomplete Payments".

I did try to test your form by sending a test submission and my submission was successfully logged as "Incomplete Payments". Please check the screenshot below:

I would suggest you to please let us know which all submission you see as completed but not received the payments. We will take a look and if required report it to our back end team.

We will wait for your response.

Thank you!