My forms are not charging customers immediately on form submission

The first is that the payments are not being completed at the time of transaction. Instead they are left at pending.

Hi Dusty,

I checked both your forms and see that the Charge Customer Immediately option is Enabled for both of them. Can you share with us the link to the affected form, the affected submission ID and a screenshot of where the pending charge is indicated? This will give us a better idea of what's happening and how to help.

Once we hear back from you, we'll be able to help you with this.

https://www.jotform.com/tables/51396407366158

Submission id's:

5926575226141762155

59224579562353913700

Hi Dusty,

I see that you are referring to the submissions that are stored in the pending patent section of the Jotform Table. When the transaction is declined, the entry won't be added to your submission table. You can contact the respondents and let them know about it. Since most of your submissions are successfully paid, it means that the integration is working.

Let us know if there's anything else we can help.

Yes, we would like those submissions to automatically be charged, not left pending for me to authorize. Initially, the payments were charged automatically. Then it changed without notice.

thank you

dusty

Hi Dusty,

If a user makes a payment through your form, it will be marked as a valid payment submission and it will show in the Jotform Table. However, if the user abandons or leaves the form without being redirected to the payment page, the submission will be added to your Pending payments. If the Stripe-page payment gateway declines the payment, it will display as pending or incomplete.

Reach out again if you have any other questions.

It's been leaving every payment pending for over a year now. It seems unlikely that every customer is abandoning the payment process part way through.

thank you

dusty

Hi Dusty,

The incomplete payment logs when the user’s payment wasn’t successful, that maybe because their payment method was declined, customer’s browser has been closed before the payment was completed, or the payment has been refused for another reason. We cannot control them or charge them unless the user tries to pay it again. I'd suggest you to contact them separately and send them a reminder for the payment.

Reach out again if you need any other help.