Payment processing workflow

This article refers to our legacy product, Forms Manager. For the best Finalsite experience, we recommend using our newest product, Forms, which is already available to you in your modules list. To learn more, please review our New Forms FAQ or Compare Forms and Forms Manager.

Forms Manager processes payment forms in the following way:

  1. After someone submits the form the form, status is set to Pending.

  2. For credit cards, if the payment is successful as indicated by the gateway, the status is set to Completed.

  3. If the payment gateway declines the transaction, the Pending status is changed to Declined after four hours. This gives the user four hours to retry the transaction, contact the credit card company, or use a different card to complete the transaction. If four consecutive declines are logged, the payment gateway locks for security reasons and the Pending status is changed to Declined. If a transaction generates an error but we are unable to tell whether or not the transaction was actually processed, the status is changed to Completed (Error) for the admin to follow up on.

  4. If the form is submitted by the user but the payment block is not submitted within four hours, the Pending status is changed to Abandoned.

  5. If payment fields are not required or are not displayed to a respondent due to conditional fields, a form submission will skip the credit card payment and register a status of Completed (0 sum).

  6. If an alternate method of payment is available (e.g., check or pledge) and selected, a form submission registers a status of Awaiting Payment.

Following is a flowchart explaining the Payment workflow visually.


Other processing notes

  • You can manually change the payment status by clicking on it and editing from the Payment Status dropdown. For example, a commitment to pay by check with a status of Awaiting Payment can be changed to Completed when the check arrives.

  • You cannot change Pending status until four hours have passed, in which case the status will automatically change to Completed, Declined, or Abandoned.

  • A credit card transaction with Abandoned or Declined status can be changed to Completed. This is useful in cases where the respondent calls and the credit card is then successfully processed manually, for example.

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