Did my client successfully submit their form or payment?

Overview

Sometimes clients say they authorized payment or submitted a form but the member didn't receive a notification. This is often because some fields on the form or invoice were not completed.

Remind clients that they should only consider a payment submitted once they see a "Thank You" message on their screen. Your clients should also only consider a form submitted once they see the "Thank You" message, or received a confirmation email. The most common missing fields are those marked as required, ZIP codes, amount/card choice for invoices, and digital signatures.

What causes a client to not fully submit a response?

When this happens, it is typically because some part of the form or invoice was not completed.

We have found the best way to share advice with your client is to let them know that the document is only truly submitted or payment received once they've seen a "Thank You" message on their screen or received a confirmation email. If they have not seen the "Thank You" message or confirmation email, they should review the document for any missing details and try again.

The "Thank You" message refers to your confirmation templates, which you can review by visiting Templates -> Confirmations. One example is shared below:

The email confirmation refers to the email template you have selected to send out once a form has been submitted, which you can review by visiting Templates->Emails. An example of this selection is shared below:

What is most commonly missing from the client's response?

If your client needs further guidance, the fields listed below are the most common cause of this issue:

Required fields (marked with an asterisk)

ZIP Code for direct payments

Amount and card choice for supplier invoices/credit card authorization forms

Digital signature