PayPal Business integration: payment unsuccessful

Beste,

Ik heb een formulier gemaakt met een betaling via Paypal met ideal optie. Als klanten nu ervoor kiezen het formulier in te vullen op hun mobiel met telebankieren dan komt men na betaling niet terug op het formulier en wordt hij niet afgerond en staat de bestelling ook niet geregistreerd!

Met vriendelijk groet Cees

Hi Cees,

Thanks for reaching out to Jotform Support. Unfortunately, our Dutch French Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Dutch, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

By default, the payment screen will automatically return the page to the form on payment completion, prompting the submission to be recognized as completed. If this doesn't occur, there may be restrictions placed on the device being used that prevent it from doing so. In this case, we suggest checking the settings so that pop-ups or any other relevant options are set correctly.

As for the form owner, you will still be able to see the submissions with "incomplete payments" and mark them as completed. Let me show you how to do that:

1. In Tables, click on the 3-dot icon next to the tab title, and select Pending Payments.
   
2. Click on the View Details over a submission to open it.
   
3. Then Mark Complete if you have received the payment for the submission to transfer them over to your main table.
   

That's it. We also have a guide on How to View Incomplete Payments of Your Payment Forms that you can check out.

Give it a try and let us know if you need any help.

Hello Raymond,

thanks for your quick respons. The problem is that when they not return to the form there is also no registration. So the payment is completed by ideal and there is a page that says that payment is completed, but then it goes not back to the form and there is no registration. A day later they receive a email from Paypal that there payment is not completed.

Thanks for your respons,

Cees

Hello Cees,

Thank you for getting back to us. I’m really sorry that this is happening. Can you share with us a Submission ID where this occurs? Was the payment successfully made, or was it only charged but not submitted on form? Or could send us a screen recording using Loom or upload a video through your Google Drive and send us a viewable public link showing what is happening for us to better understand the issue?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hello,

Hereby de link to the video

https://drive.google.com/file/d/1larVTiEWXRgv5duEdii4r9AIG7jHSOOS/view?usp=drive_link

after a period I recieve en email that the payment is not successful.

Hi Cees,

Thanks for getting back to us. I understand how difficult and stressful this is. I cloned your form and tested it using my PayPal Business test account to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Unfortunately, I don't have an Ideal to choose as another option for the test payment method. It appears that there is no problem with your form's integration with PayPal Business. We recommend contacting PayPal if you receive an email stating that the payment was unsuccessful, even after the form was completed.

Let us know if you have any other questions.

Hello Jason,

The problem is that the proces in the form is also not properly ending, in the example there no registration of the filling of the form.

Kind regards Cees

Hi Cees,

Thanks for getting back to us. Can you confirm if the issue only occurs to single or select users, or does it affect all users who select Ideal "telebanking" as the payment method? It's possible that the issue may be related to when the browser switches apps, and the device isn't returning the correct signal to the browser to complete payment. If you could try updating the apps related such as the banking app, and use a different browser, and see how it goes, that'll help us pinpoint the issue further.

Keep us updated and let us know how it goes.

HI Raymond,

It effect all users that uses the form on the same device as for the "telebanking" app. If the form is on one device and the ideal payment (telebanking) is done on the other device than the proces goes well. Then there also a registration of order with the payment details.

Hi Cees,

Thanks for getting back to us. I'm sorry you're having issues with your form. Can you please send us a screenshot when the form is not properly executing at the end? Also, can you please try to remove the integration and re-integrate your PayPal Business once again to see if it makes any difference?

As soon as we hear back from you, we can move forward with a solution.

Look at the end of this video, that is when de form proces is not ending properly and there no registration.

https://drive.google.com/file/d/1larVTiEWXRgv5duEdii4r9AIG7jHSOOS/view?usp=drive_link

It tried several time re-integrate de paypal buiness, I also tried with one of the template forms.

I tried also to switch to PayPal checkout but then i don't have the ideal paying option.

Hello Cees,

Thank you for getting back to us and for the video. I’m sorry you're having difficulties with this. Just to confirm, when you switched to PayPal checkout but without the Ideal Paying option, were you able to submit and paid successfully? How about on other template forms? Can you share with us what happened? Did the payment go through and that this issue only happens when integrated with PayPal Business?

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Hi, in the Netherlands we use ideal most of the time for payments, so i didn't not test it with whithout using ideal. Is used a template with PayPal Business but the result was the same. When you look at the video you see that after paying you don't return to the form. So the payment give you a screen that everthing went well, but then there is no return.

Hi Cees,

Thanks for your explanation and short videos. That helped me understand what’s happening. We suggest contacting PayPal for consultation if the alternative payment method is activated, including the iDEAL. If the payment was unsuccessful, the PayPal account linked to your form might be the reason for this. In your case, if the form responders are from the Netherlands, the iDEAL message will appear immediately at the end of the payment.

When I tested your form earlier and connected my PayPal Business test account, the payment successfully went through without any issues. The payment was also confirmed in my Submission Tables right after. Please see the screenshot below to see the result:

Let us know if you need any more help.