We have been approved by PayPal to be charged 1.6% + $0.30 per transaction but we are charged 2.7% + $0.30 using PayPal integration

Bonjour,

Nous sommes un organisme de charité.

Nous avons été approuvé par Paypal pour un taux préférentiel de 1,6% + 0,30 $ par transaction au lieu du taux régulier de 2,7% + 0,30 $ par transaction.

Cependant, lors du traitement de nos formulaires Jotform utilisant Paypal nous obtenons toujours 2,7%.

Nous avons communiqué avec Paypal pour comprendre pourquoi nous n'avions pas le taux de 1,6%.

Leur réponse est que les transactions bénéficiant du taux de 1,6% doivent être catégorisées comme des 'Dons' et non comme des produits réguliers.

Il ne semble pas y avoir d'option dans jotform pour catégoriser une transaction comme 'don'.

SVP nous indiquer comment on peut procéder pour catégoriser les transactions comme 'don'.

Merci

Pierre

Hello Pierre,

Thank you for reaching out to us. It is now possible to collect donations with PayPal integration. You can change the Payment Type in your form 'Collect Donations through the payment settings tab. Please refer to the screenshot below for the steps:

Then in the Payment Type dropdown, choose Collect Donations. That's it. Please give it a try and let us know if you need further help.

Hi,

I changed the payment type to "Collect Donations".

I still get rate of 2.7% + $0.30 for each transaction.

I investigated a bit more and found that 3 transactions were done at the 1.6% rate

Aug 30 5692500025138546277

Aug 12 5676611127843105619 and 5676613137844281890

I checked the details for these 3 transactions and found that the Payment Method is "Paid by Paypal".

All the other transactions were done at 2.6%

For example 5718134519576344629. In this transaction the Payment Method is "Paid by card fields".

Please advise on how I can get 1,6% for all transactions

Thanks

Pierre

Hi Pierre,

Thanks for getting back to us with these submission IDs. In regard to the difference between transaction fees, this is something you'll need to reach out to PayPal about. Jotform provides the integration, but we don't charge fees. Any fees originate with your payment processor.

That being said, you can remove the option to enter in credit card details in the form directly. This limits users to only being able to check out using PayPal. Let me show you how to change this:

1. In Form Builder, under Build, click on the payment element.
2. Now, select the Wand icon.
3. In the pop-up menu on the right-hand side of the page, select No next to Show "Debit or Credit Card".
4. Finally, click Save.

Give it a try and let us know if you have any other questions.

Hi,

thank you for your response.

I understand that you have no responsability as to what rate will be applied as it is on the PayPal side.

However, is there a way for you (or me) to analyze these transaction IDs in order to get the details of what is being sent to Paypal?

Is the Paypal integration your code or Paypal?

I need to know if a CC transaction is sent as "Collect Donations" or not?

I will address this with Paypal as well.

Thanks

Pierre

Hi Pierre,

Thanks for getting back to us. I've reached out to the relevant team for additional assistance with this, as I'm unable to pull the transaction IDs on my side.

As soon as we have an update, we'll let you know.

Hi Pierre,

Thanks for your patience. You can locate the transaction ID in the submission details. Let me show you how to locate this:

1. In Form Builder, click on the drop-down menu next to the Jotform Logo and select Tables.
2. Once the table loads, hover over the submission you'd like to view and click View.
3. Now, locate the transaction ID on the right-hand side of the page.

Let us know if you have any other questions or if there's anything else we can assist with.

Hi,

I dont think you understood my question.

I know how to pull transaction IDs.

As I wrote on Sept 29

I changed the payment type to "Collect Donations".

I still get rate of 2.7% + $0.30 for each transaction.

I investigated a bit more and found that 3 transactions were done at the 1.6% rate

Aug 30 5692500025138546277

Aug 12 5676611127843105619 and 5676613137844281890

I checked the details for these 3 transactions and found that the Payment Method is "Paid by Paypal".

All the other transactions were done at 2.7%

For example 5718134519576344629.

In this transaction the Payment Method is "Paid by card fields".

The question remains unanswered:

Please advise on how I can get 1,6% for all transactions

Can you send these transaction IDs to your technical team? We need to understand the details of what was sent to PayPal and see why some transactions get processed at 2.7% and others at 1.6%.

The objective is to get them all at 1.6%.

Thanks

Pierre

Hi Pierre,

Thanks for getting back to us. I apologize for the misunderstanding. I've reached out to our Developer team regarding this. That being said, I'd also recommend reaching out to PayPal. While we transmit this information, PayPal should have additional insight as to how the transactions are charged and what determines the fees on each payment type.

As soon as we have an update, we'll let circle back to this thread. Thanks for your patience.

Any news on your side?

Hi Pierre,

Thanks for your patience while we’re looking into this. Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

In the meantime, let us know if you have any other questions.

Hi,

I finally got a response from Paypal.

According to Paypal, the transactions paid by ccard are treated as "purchased goods" and not "Collect Donations".

The transactions paid from the customer Paypal account are treated as "Collect Donations".

According to them you use Paypal Pro for your integration as is what causes the different rates.

FYI: I tested creating a Paypal donation button with my Paypal Business account and this way I get all transactions at the lower rate even the Card ones. However this Paypal interface does not give us enough flexibility. Jotform is way ahead on this...

Can you investigate further with them as to how you can get all transactions treated as Collect Donations?

maybe change interface or program it differently?

Thanks

Hi Pierre,

Thanks for reaching back with additional information. I've forwarded this to our Developers.

As soon as we have an update, we'll let you know. Thanks for your patience.

Hi, any news?

Pierre

Hi Pierre,

There haven’t been any updates yet. I understand that this is frustrating for you. We’re working on a solution as fast as we can. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience and understanding. We appreciate it.

Good morning,

has this issue been looked at? and resolved?

Is there a way to put priority on this request?

I created it 6 months ago and its still not resolved

Pierre

Hi Pierre,

I understand that this is frustrating for you. We’re working on a solution as fast as we can. I'm going to reach our Developers again to request a follow-up on this issue. As soon as we hear back from them, we’ll update you here on this thread.

Thanks for your patience and understanding. We appreciate it.

Hi,

I submitted this request 5 months ago and I still dont have a response.

Can you give transfer this request to someone that can get things moving?

Thx

Pierre

Hello Pierre,

Thank you for getting back to us. There haven’t been any updates yet. I know that it’s taking some time to resolve and that is very stressful. I’ve marked this as a Priority and reached out to our Developers again.

We’ll let you know as soon as there is an update. Thanks for your patience and understanding.



Hi,

any update?

its been 7 months now!!

Can you refer me to someone who can take action?

Thx

Pierre

Hi Pierre,

I understand that this is frustrating for you and that it is taking longer to solve than expected. We need just a bit more time to come up with a solution. We’ll get back to you as soon as we have one.

We appreciate your patience and understanding. 

Hi,

can you tell me how to get this resolved?

It was opened 9 months ago...

Hi Pierre,

Thanks for getting back to us. I understand that this is frustrating for you and that it is taking longer to solve than expected. This is not the kind of service we want you to have. I’ve marked this as a Priority and reached out to our Developers again. We’ll let you know as soon as there is an update.

Thanks for your patience and understanding.