Email Notification: Submission totals not adding up correctly

Hello

Our submission forms from this jotform - is not showing correct totals.

https://pci.jotform.com/form/203364266850254

Here is the example of why it is not working:

The client ordered one laptop, two monitors, and sound bar. Total should be 630.00 but submission form is only showing $425.00

Hi Marie,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

From what you described and the example provided, it seems the issue with your form's total calculation is likely related to how the quantities are being handled in the form. The total only shows $425.00, which matches the price of the laptop alone, suggesting that the quantities for the monitors and sound bar might not be properly factored into the total calculation.

Here’s how to check and fix this:

1. Verify Quantity Fields: Make sure the quantity fields for the monitors and sound bar are correctly set up and linked to the calculation widget or payment field.
2. Check Calculation Logic: Under the form's calculation or payment settings, ensure that the total formula multiplies the item price by the quantity entered for each product.
3. Test the Form: Enter quantities for each product (e.g., 1 laptop, 2 monitors, 1 sound bar) and see if the total updates correctly.

If quantities are left empty or set to zero, the total will not include those items, which is why your total is showing only the laptop price.

Give it a try and let us know how it goes.

In the submission - the amount is correct. What is not correct is the amount found on the copy of the form that is sent to the client and to us via email.

Hi Marie,

Thank you for clarifying that the submission amount is correct but the issue lies with the total amount shown on the copies of the form sent via email to both you and your clients.

This issue often occurs because the email notification template may not be correctly configured to display the calculated total from the form's payment or calculation field.

Let me help you with that:

1. Go to your form's Settings tab.
2. Select Emails from the left panel.
3. Edit the Notification and Autoresponder emails by clicking the pencil icon.
4. Check the email content for the payment or calculation field tag. It might be something like {myProducts} or the name of your calculation field.
5. Use payment suffixes if you want to display specific parts of the payment information. For example, {myProducts:total} will show only the total amount.
6. Save the changes and test the form again.

This will ensure the emails show the correct total amount as calculated in the form.

If you need detailed steps or screenshots on how to edit email templates and use payment suffixes, I can provide those as well.

Give it a try and let us know how it goes.

please provide

Hi Marie,

Let me help you with detailed steps on how to edit the email templates to show the correct total amount in the notification and autoresponder emails.

Here’s how to do it:

1. Go to your form in Form Builder.
2. Click on the Settings tab in the top orange navigation bar.
3. Select Emails from the menu on the left side.
4. Hover over the Notification Email or Autoresponder Email, then click the Edit (pencil) icon.
5. In the Email Content section, locate the payment or calculation field tag. This might look like {myProducts} or the name of your calculation field.
6. To show only the total amount, use the payment suffix like {myProducts:total}.
7. Save the changes and test the form by submitting it again to check if the emails now show the correct total.

Here are some helpful images to guide you through editing the email subject and content:

If you need any more help, feel free to ask.

Give it a try and let us know how it goes.

I don't feel comfortable making this change - I don't want to make a mistake. Can someone help me?

Hi Marie,

One of our Support Team members will take it from here to follow up shortly.

Sorry and thank you!

Hi Marie,

You can delete your form’s Notification Email and create a new one. This will automatically include the products ordered by the user, which you can then receive. Let me first show you how to delete it: 

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
2. Next, in the menu on the left side of the page, click on Emails.
3. On the right side of the Notification Email field, click on the Three Dots icon and select Delete. 
4. In the Confirmation window that opens, click on Yes, Delete. 

Now that we've removed the old Notification Email, we can add the new one. Here’s how: 

1. While you're still under the Emails tab, click on Add Email.
2. Next, select Notification Email, click on the Recipients tab, and then enter the Recipient Email you want to use.
3. Now, just click on Save Email, and you're done.

After that, you can remove the Autoresponder Email, and then add it back so that the user can also receive the email notification that includes the products they ordered after submitting the form. Here’s how to do it:

1. In Form Builder, in the orange navigation bar at the top, click on Settings.
2. Next, in the menu on the left side of the page, click on Emails.
3. Then, hover your mouse over the Autoresponder Email, and click on the Three Dots icon.
4. Click on Delete, and in the Confirmation window, click on Yes, Delete.

Now that you have deleted the Autoresponder Email, you can add it back. Let me show you how to do it:

1. While you are still on the Emails tab, click on Add Email, and select Autoresponder Email.
2. Then, customize the Email Subject, and Email Content.
3. Next, go to the Recipient tab and set up the Sender Name, Reply-to-Email, and the Recipient Email, which is automatically selected if you have an Email field in your form.
4. Finally, go to the Advanced tab, set up the setting you want to change, and click on Save at the bottom of the page.

You can also check out our guide about How to Set up Autoresponder Emails for more information. Take a look at the screenshot below to see my results:

That's it. Reach out again if you have any other questions.