11/16/2018 RE Live chat with alim@acon.org.

htm

From: Alexandrio Lim

Sent: Friday, 9 November 2018 3:51 PM
To: 'support@123formbuilder.com'
Subject: RE: Live chat with alim@acon.org.au

Hi Silviu,

In addi on to my email yesterday.

I have tried personally to process with invalid transac on. Payment was declined but it was marked as complete. I need to
find out since when this change has happened?

I need to go back to all submission against Stripe reconcilia on because there will be some of the payment did not go
through however it was marked as complete.

At the me of this email, I create dummy submission ENTRY ID 2 in this form h ps://www.123formbuilder.com/form-
4403773/. It is marked as complete but no payment receive.

Could this be a ended in a ma er of urgency please? We have numerous forms running and capturing payment need to be
fixed ASAP.

Warm regards,
Alexandrio F. (Rio) Lim
Finance, Community Engagement and Digital Informa on Officer
Direct: 02 9206 2068 | Switch: 02 9206 2000 | Fax: 02 9206 2134
Address: Darlinghurst NSW 1300 Australia | Street: 414 Elizabeth St Surry Hills NSW 2010
Email: alim@acon.org.au | Website: acon.org.au | Twi er: twi er.com/ACONhealth | Facebook:
facebook.com/ACONhealth
Preferred pronouns: he/him
ACON acknowledges and pays respects to the tradi onal custodians of all the lands on which we work.

From: Alexandrio Lim

Sent: Thursday, 8 November 2018 11:11 AM
To: 'support@123formbuilder.com' <support@123formbuilder.com>
Subject: RE: Live chat with alim@acon.org.au

Hi Silviu,

Much appreciated for the follow up.

Yes, we s ll encounter a lot of payment issue and most of them are payment declined. I don’t have the latest sample
because I am required to remove those incomplete payment regularly from the list because it will confuse the user of the
report.
The most recent sample available is the form h ps://www.123formbuilder.com/form-3891973/ Entry ID 101 & 103.

With regards to payment failed, I have only found out there was a payment failed but it was marked as paid.
h ps://www.123formbuilder.com/form-4203660/ Entry ID 94. Does that mean if the payment is failed, it will s ll get
marked as payment complete?

Warm regards,
Alexandrio F. (Rio) Lim
Finance, Community Engagement and Digital Informa on Officer
Direct: 02 9206 2068 | Switch: 02 9206 2000 | Fax: 02 9206 2134
Address: Darlinghurst NSW 1300 Australia | Street: 414 Elizabeth St Surry Hills NSW 2010
Email: alim@acon.org.au | Website: acon.org.au | Twi er: twi er.com/ACONhealth | Facebook:
facebook.com/ACONhealth
Preferred pronouns: he/him
ACON acknowledges and pays respects to the tradi onal custodians of all the lands on which we work.

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11/16/2018 RE Live chat with alim@acon.org.htm

From: Silviu Nechi [mailto:support@123formbuilder.com]

Sent: Thursday, 8 November 2018 5:44 AM
To: Alexandrio Lim <ALim@acon.org.au>
Subject: Re: Live chat with alim@acon.org.au

Hello,

Please accept our deeply apologies for the delayed reply,

Our development team recently updated the payment log mechanism.

In the past, if there was any connectivity issue between 123Formbuilder and Stripe server when a payment was made, the
payment was set as incomplete for security reasons. However most times this was unnecessary and eventually caused
confusions among our users (as in the case reported by you).

Our new payment log mechanism solved this issue, triggering properly the payment status changes based on the IPN
received from Stripe.

Can you please tell us if have you encountered any payment issues recently?

Best regards,

 
Silviu Nechiti
Support Specialist
The 123FormBuilder Team

On Tue, Oct 16, 2018 at 03:37 am, <alim@acon.org.au> Alexandrio Lim wrote:

Hi Silviu & Team Support,

I hope you are well.

I would like to follow up in regards to the unresolved incomplete payment submission issue. Do you have any
update on the matter?

I look forward to your reply. Thank you.

Warm regards,
Alexandrio F. (Rio) Lim

Finance, Community Engagement and Digital Information Officer

Direct: 02 9206 2068 | Switch: 02 9206 2000 | Fax: 02 9206 2134

Address: Darlinghurst NSW 1300 Australia | Street: 414 Elizabeth St Surry Hills NSW 2010
Email: alim@acon.org.au | Website: acon.org.au | Twitter: twitter.com/ACONhealth | Facebook:
facebook.com/ACONhealth

Preferred pronouns: he/him

ACON acknowledges and pays respects to the traditional custodians of all the lands on which we work.

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11/16/2018 RE Live chat with alim@acon.org.htm

This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which it is addressed. If you are not the
named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by email if you have received this email by
mistake and delete this email from your system. Please note any views or opinions expressed in this email are solely those of the author and do not necessarily
represent those of ACON. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive
late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arising as a
result of email transmission.

From: Silviu Nechiti [mailto:support@123formbuilder.com]

Sent: Tuesday, 11 September 2018 11:14 PM
To: Alexandrio Lim <ALim@acon.org.au>
Subject: Re: Live chat with alim@acon.org.au

Hello,

Thank you for the provided information.

I've forwarded all these details to our development team.

Once I'll have any news from them, I'm going to return with a reply.

In the meantime, if you encounter any further issues or if you need any assistance please don't hesitate to contact us.

Best regards,

Silviu Nechiti

Support Specialist

The 123FormBuilder Team

On Tue, Sep 11, 2018 at 04:24 am, <alim@acon.org.au> Alexandrio Lim wrote:

Hi Silviu,

Thank you for your reply.

A lot of entries have been deleted from my record for failed payment because I need to produce
the report to submit to the senior management and incomplete payment included in the exported
data is just clustered so I have to remove their entry. Only Bingay Aug 2018 there is 1 example
the record has not been deleted for incomplete payment. 2 submission receive and marked 2
tickets sold but in real scenario only 1 ticket sold.

https://www.123formbuilder.com/form-3939734/ Bingay Aug 2018 Entry 59, 60

https://www.123formbuilder.com/form-4041605/ Bingay September 2018 Entry 12, 45

Let me know if you need further clarification. Thanks Silviu.

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Warm regards,
Alexandrio F. (Rio) Lim

Finance and Online Community Engagement Officer

Direct: 02 9206 2068 | Switch: 02 9206 2000 | Fax: 02 9206 2134

Address: Darlinghurst NSW 1300 Australia | Street: 414 Elizabeth St Surry Hills NSW 2010
Email: alim@acon.org.au | Website: acon.org.au | Twitter: twitter.com/ACONhealth | Facebook:
facebook.com/ACONhealth

Preferred pronouns: he/him

ACON acknowledges and pays respects to the traditional custodians of all the lands on which we work.

This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which it is addressed. If
you are not the named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by email if you
have received this email by mistake and delete this email from your system. Please note any views or opinions expressed in this email are
solely those of the author and do not necessarily represent those of ACON. Email transmission cannot be guaranteed to be secure or error-free
as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this message which arising as a result of email transmission.

From: Silviu Nechiti [mailto:support@123formbuilder.com]

Sent: Tuesday, 11 September 2018 3:58 AM
To: Alexandrio Lim <ALim@acon.org.au>
Subject: Re: Live chat with alim@acon.org.au

Hello,

Please accept our apologies for the delayed reply,

I'm following up the previous discussion with my colleague Gabriela.

Our development team are still investigating this matter.

Can you please offer us a few entry id's affected by this issue?

Looking forward to your reply,

Best regards,

Silviu Nechiti

Support Specialist

The 123FormBuilder Team

On Thu, Sep 6, 2018 at 09:15 am, <alim@acon.org.au> Alexandrio Lim

wrote:

Hi Gabriela,

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11/16/2018 RE Live chat with alim@acon.org.htm

Thank you for escalating the issue.

Below is the script copy of information provided by Stripe regarding the payment
issue I try to find the solution.

Stripe (Thu, 8/16/2018, 10:06:49 pm)

It could be that 123Form isn't using the return information we send via
Stripe.js in whether a charge is successful or not. It could be that they
need webhooks, depending on how their backend is set up

Alexandrio (Thu, 8/16/2018, 10:07:46 pm)

I see. I am not familiar with this but is this something can be done from
our end or it needs to be from 123Form?

Stripe (Thu, 8/16/2018, 10:09:17 pm)

It would need to be done by 123Forms since they're the ones who would
need to get that information with their backend. I also noticed
123Forms has read_write access to your Stripe account, so they can pull
that information from your Stripe account as well if they're set up to do
that.

If you required further clarification, please do not hesitate to contact me. Thanks

Warm regards,
Alexandrio F. (Rio) Lim

Finance and Online Community Engagement Officer

Direct: 02 9206 2068 | Switch: 02 9206 2000 | Fax: 02 9206 2134

Address: Darlinghurst NSW 1300 Australia | Street: 414 Elizabeth St Surry Hills NSW
2010
Email: alim@acon.org.au | Website: acon.org.au | Twitter: twitter.com/ACONhealth |
Facebook: facebook.com/ACONhealth

Preferred pronouns: he/him

ACON acknowledges and pays respects to the traditional custodians of all the lands on which we
work.

This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to
which it is addressed. If you are not the named addressee you should not disseminate, distribute or copy this email. Please
notify the sender immediately by email if you have received this email by mistake and delete this email from your system.
Please note any views or opinions expressed in this email are solely those of the author and do not necessarily represent
those of ACON. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted,
corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for
any errors or omissions in the contents of this message which arising as a result of email transmission.

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11/16/2018 RE Live chat with alim@acon.org.htm

From: Gabriela Baleanu [mailto:support@123formbuilder.com]

Sent: Wednesday, 5 September 2018 6:17 PM
To: Alexandrio Lim <ALim@acon.org.au>
Subject: Re: Live chat with alim@acon.org.au

Hello,

I'm following up our previous conversation.

You can find a transcript of our chat below, in case you need to look over it.

I've forwarded all the details of this issue to our developers for further
investigations. When we will receive any updates from them, we will get back to you
with an email.

In the meantime, please let us know if we can help you with anything else.

Kind regards,

Gabriela Baleanu

Support Specialist

The 123FormBuilder Team

On Wed, Sep 5, 2018 at 10:53 am, <alim@acon.org.au>

Alexandrio Lim wrote:

Website Visitor Request

Requester email: alim@acon.org.au

Name=Alexandrio Lim
Description: account blocked
Website address: https://www.123formbuilder.com/
Location: Sydney, NSW, Australia
Visitor environment: Browser: Chrome (68.0.3440.106)
OS: Microsoft Windows 7
Chat transcript: (10:02:13) Visitor account blocked
(10:02:18) Visitor hi there,
(10:02:59) Visitor again for the 3rd time my account got
blocked after I changed my password and login with
other device
(10:03:33) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/index.php?p=login ]
(10:04:30) Gabriela Hello
(10:05:11) Gabriela I have cleared the failed logins,
please try again now and let me know if you've
managed to log in.
(10:08:01) Visitor Thanks Gabriela
(10:08:06) Visitor Let me give it a try
(10:09:06) Gabriela Sure. Take your time.
(10:10:18) Visitor Still unable to
(10:10:30) Visitor I have changed my password and
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saved it
(10:10:45) Visitor even tried with old password
generated.
(10:11:53) Gabriela All right, we can reset the
password one more time if you'd like. Before using the
new password however, please clear the cache and
cookies of your browser as far back as possible.
(10:12:14) Visitor sure I will do it now
(10:12:19) Visitor Thanks Gabriela
(10:13:08) Gabriela Please fill in this form here if you
want to reset the password:
https://www.123formbuilder.com/sfnew2.php?
redirect=true&s=123contactform-
52&control190=Reset%20Password and we can send
you a new password on the email address associated
alim@acon.org.au.
(10:13:16) Gabriela You're most welcome.
(10:14:05) Visitor Thanks
(10:14:20) Visitor Are you also change the username?
(10:15:28) Gabriela To change the username, please
send us another email request from the email address
associated to support@123formbuilder.com mentioning
the new username. Please know it should have an email
format.
(10:16:04) Visitor understood. Thank you for that
(10:16:32) Visitor I have another concern that is not
solved up to this date
(10:17:08) Gabriela I have sent you the new password.
Yes, please do tell.
(10:17:32) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/ ]
(10:17:38) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/index.php?p=login ]
(10:18:09) Visitor Yes I received your email
(10:18:19) Visitor however my account is still blocked
(10:18:45) Gabriela I have cleared the failed logins one
more time. Please try again now.
(10:21:52) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/docs/ ]
(10:22:06) Visitor Thanks Gabriela
(10:22:24) Visitor I am now able to login
(10:22:39) Gabriela That's great. Glad to hear it.
(10:22:50) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/index.php?p=login ]
(10:23:10) [Visitor page reloaded. New URL:
https://www.123formbuilder.com/contactus.html ]
(10:23:56) Visitor another issue I have that I previously
tried to explain to the support team via email however it
was not understood by the team.
(10:24:50) Visitor I'll take you through the form iissue
(10:25:40) Visitor the issue I have is the communication
between Stripe and 123FormBuilder.
(10:25:56) Gabriela Please do offer me more details. I
found the previous conversations you had, however, we
would need more specific details, so we can be able to
investigate.
(10:26:27) Visitor sure, please visit Bingay August form
(10:27:42) Visitor it is event registration form we use
with limit capacity. each submission is recorded whether
the payment completed or incomplete.
(10:28:46) Gabriela Yes, this is how the system works,
every submission will be registered regardless of the
payment status. Are you referring to the limit accepted
per submissions?
(10:29:15) Visitor if we set a capacity of 150 and the
form user booked for 10 but unable to complete the
payment, the remaining ticket will be 140
(10:29:24) Visitor yes, that's correct.
(10:31:10) Gabriela So, I will try to better explain this.
The limit submissions total value indeed it will limit the
submissions in the sense that the form once that limit it's
reached, it can on longer take submissions.
(10:32:10) Gabriela The submissions however are
registered regardless if the payment was not completed,
as the payment process begins once the Submit button
was pressed.
(10:33:14) Visitor I consulted with Stripe in regards to
the issue and they have reported that 123formBuilder is
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not using the return information they send via Stripe.js.
and it is on your end setting and 123FormBuilder have
the access ti read and write access to our Stripe
account
(10:34:35) Gabriela Our integration with Stripe can only
sent information to your Stripe account, not reverse.
(10:35:58) Gabriela As mentioned, the payment status
cannot influence in any way the limit of submissions
feature, this is how it should work.
(10:36:03) Visitor So what it does to stop your
integration unable to take information sent by Stripe.js?
(10:37:14) Visitor if you\r integration can only sent
information, please explain how can you mark the
payment as complete as what in the report?
(10:37:16) Gabriela I'm not very clear about what you
refer to by Stripe.js. As mentioned, our integration only
sends data to Stripe, not the other way around.
(10:38:45) Gabriela We will investigate if the is
something wrong with how the payment status is
marked in your Submissions table.
(10:39:40) Gabriela Can you please share with me a
few entry IDs where the payment status is not accurate?
(10:40:03) Visitor payment status sent back via
Stripe.js which Stripe has claimed that you your
integration did not use this information provided. you
have mentioned that your integration is only to send
data not to receive but I don't understand how you can
mark the payment complete if you are not receiving the
data
(10:40:32) Visitor the payment status is 95% accurate
(10:40:51) Visitor most cases it was mark incomplete
however we have receive the payment.
(10:41:26) Visitor additionally, Stripe support mention
that you will need webhooks set up from your back end
to solve the issue to receive the the data sent by Stripe
(10:42:01) Visitor My apologies I have to end this chat
as I have to leave work now. I will respond to your
message through my email
(10:42:15) Visitor Thank you for looking into this
(10:42:18) Visitor have a great day
(10:42:30) Gabriela All right, no worries. You're more
than welcome, anytime.
(10:42:39) Gabriela Have a lovely evening!

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