topic Payment link email association issue in Commerce Tools

Payment link email association issue

AMular — Mon, 22 Jul 2024 15:35:03 GMT

We have multiple forms that are set up with payments, so that when they are submitted they redirect to a HubSpot payment link. We also have workflows set to trigger off of submissions in those forms and successful payment on that payment link.

Our problem is:

Payment links have an additional field for email
If the user puts in a different email address then the payment is associated with the contact for that email
Because of that they are never enrolled in the workflow
This is happening quite frequently since people and their organizations have different billing emails.

One idea we had was using URL parameters to populate the payment link email field with their input from the email field on the form, but we have been unable to find if or how we can make that work.

Any suggestions, either for making URL parameters work or for other potential solutions, would be greatly appreciated.

Re: Payment link email association issue

Daniel88 — Mon, 22 Jul 2024 19:09:22 GMT

following

Re: Payment link email association issue

MWurpts — Fri, 02 Aug 2024 20:14:17 GMT

This issue is a major problem for our organization. We simply want to collect some information from a user using a HubSpot form and then direct them to a payment page for payment. We need to ensure the information submitted in the form is reliably associated with the payment.

An example use-case is collecting information for a raffle drawing where first the particpant signs up for an email newsletter using a form and then is directed to a payment page to purchase the raffle ticket.

How can we resolve this issue using HubSpot?

I work with AMular and this issue is causing many problems for us including what he described and also in more simple cases as I described as well. Right now we have no way of knowing if a person that filled out the form has actually paid or not when a different email is used on the payment page which happens quite often. We have added instructions on the payment page telling them to use the same email address, but they often don't because they want someone different to receive the payment receipt.

Seems like a very reasonable request to expect HubSpot to allow a form submission to be associated with a payment especially since HubSpot allows payment pages to be attached to forms.

Thank you for your help.

Re: Payment link email association issue

LFolchi — Thu, 14 Nov 2024 10:59:53 GMT

I have the same problem in my company.
Everytime we send a payment link and our customer inputs a different email address to receive the receipt, the payment link is automatically associated with the new email entered and we are unable to reconnect the payment to the contact.

The customer should be able to enter an additional email address without being able to change the one the payment link was sent to
It's a huge issue for us

Re: Payment link email association issue

BérangèreL — Fri, 29 Nov 2024 11:09:18 GMT

Hi @LFolchi, @AMular, @MWurpts, @Daniel88,

Thank you for asking the Community!

I'd love to put you in touch with some of our Top Experts and Community Members:

Hi @RCooke2, @MariZanchetta, @AntoineCoeurWay, @ukirh, @AnnaEriksson, @danmoyle, @Alex_Elborn and @JenBergren are you experiencing the same?
Do you have suggestions to help regarding the email association with the payment link, please?

Thanks so much and have a great day!

Best,
Bérangère

Re: Payment link email association issue

danmoyle — Tue, 03 Dec 2024 15:30:54 GMT

Thanks for the tag @BérangèreL. Unfortunately, I haven't experienced this frustrating situation personally, not have clients that I'm aware of. So I don't have a real world solution to offer.

However I've asked my colleagues at Impulse Creative to see if others have thoughts. If they do, I'll share!

And just a note - if this is a feature shortcoming, I'd suggest checking out the Ideas Forum here and either upvoting an idea if someone else has a similar one, or creating a new one if not. HubSpot product managers monitor those.

Re: Payment link email association issue

AMular — Tue, 03 Dec 2024 16:04:48 GMT

Hey @danmoyle @BérangèreL, Thanks for the responses.

Currently we have pivoted to having all the form fields added to the payment link instead, eliminating the form. This still is not ideal as people can still put in the wrong email address, but now it is impossible to not have the data provided on a seaparate contact from the payment.

I would still love to hear if there are any better alternatives, as this does have a lot of drawbacks still such as not having hidden fields, only being able to use contact/company fields in the contact/company info property groups, less styling options, etc.