Product documentation does not properly define functionality

  • I purchased this product (and it’s not cheap!) with the intention of creating a form to hook up to Paypal only to discover that when Paypal adds GST and sends the transaction back to the site that WPForms marks the transaction as failed because the amounts don’t match. NO WHERE was this stated in any documentation. Pretty disappointed spending the amount of money I did under false pretences of how the product worked. After spending several weeks with my client developing a fairly extensive form, it’s too late to find another product and waste more time and money. After chatting with support they will be updating the documentation and offered a 50% discount on renewal but I don’t think we have any intention of keeping a product that doesn’t work for our needs. I think the product works great otherwise.

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  • Hi @dcottreau,

    I’m sorry this has been such a frustrating experience for you!

    It’s very strange that PayPal is adding those extra tax costs on their end, resulting in this error, as this isn’t part of their standard process. PayPal is running on quite a large number of our users’ forms, and I can’t say I’ve seen this issue before.

    Now that we know you’ve run into this issue, though, please know our team is adjusting our PayPal doc to add some details that will hopefully help avoid similar issues/confusion for others.

    Thread Starter dcottreau

    (@dcottreau)

    Hi Jess,

    Paypal is working as expected. I want and need it to add GST. The problem is: the form says the item is $100 for example. When it goes to Paypal, it adds tax of 5% so the total comes to $105. When that number is sent back to the WordPress site, the forms plugin see’s the numbers don’t match and shows the transaction as “failed”. It hasn’t actually failed though. So then, the site administrator does NOT get a notification showing a transaction occurred. So it “kinda” works but now there is a manual piece involved of trying to match up transactions and going into the site everyday to check on sales. I think it could be a very simple fix so I’m hoping you can put this on the roadmap.

    Thanks.

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