A common question we receive from Payable Apps users relates to unpaid orders: “Not all of my orders are paid—does that mean something is wrong with my form?”
Typically, nothing is wrong. Not every form submission will result in a paid order; consider it an abandoned shopping cart. We've got some tips and tricks to optimize your form to ensure you're set for success and capturing payments.

When you setup the Google Forms Payable add-on we enable a setting in your form to automatically collect responder emails, this is so that we can associate an email with each order generated, and send order notifications to your customers.

Oftentimes users will go back into their form and turn off this email collection question - we discourage this for multiple reasons, but for this purpose it means we cannot send customers their order summary email containing their invoice for payment. It's not unusual for customers to not pay immediately after generating an order and return at a later time to complete payment; without this Payable notification email they will be unable to get back to their checkout page once they have closed their internet browser.

If you have disabled email collection, please reference our support article here for the simple steps to reconfigure it.

To allow you to follow up with customers on unpaid orders, Payable Apps has an email reminder function to automate this process for you. With Payment Reminders enabled we will automatically send a reminder to orders that remain unpaid 24 hours after creation. Sometimes a little reminder is all that's needed to ensure a customer completes their order with payment.

Another point to examine on your form is if it's possible for customers to submit your form without selecting any payable amounts. You'll want to reflect on the purpose of your form and whether you want users to be able to submit it without creating a balance owing - if your answer is "no", you should ensure at least one of your payable questions (a question containing a price) is a mandatory response. By activating the Required setting on a Google Form question you will ensure that the question containing a payable amount cannot be skipped or missed when completing your form.

Google Forms allows you to add images directly to your questions. For the dropdown, multiple-choice grid, checkbox grid, and short-answer question types, you can assign one image per question. For the multiple-choice and checkbox types, you can assign one image per response option. Adding images to your form can make it more dynamic, allow the customer to better connect with your product or service, and can improve the user experience on a mobile device.

Look for the image icon when creating or modifying your questions, and click it to upload an image!

Long forms can be cumbersome to navigate but using Google's Skip To logic can shorten your form when possible, enabling users to skip sections that may not be relevant to them. It's possible to create a question on your form such that when a user selects a response, they are taken to a particular section of your form next.

If this sounds like a feature you'd like to make use of on your form, watch our short informational video -