A submission and its CRM records are processed separately. After submission → What gets recorded describes the configured actions. It does not report the outcome of an individual response.
Statuses and payment timing
| Status | Interpretation |
|---|---|
| received | The response is recorded and awaits completion of background processing |
| pending_payment | A payment flow has started; success has not been established by this status |
| processed | The record-processing workflow completed |
| failed | A record-processing or payment failure was recorded |
For a form without payments, the submission is received first, then its configured records are processed in the background.
For a card gift, CRM record creation waits for confirmation from Stripe. The submission may show pending_payment before that confirmation, then received while its records are processed. A failed card payment can produce failed. For a recurring card gift, the initial successful invoice finalises this submission; the status is not a receipt for each later collection.
For Direct Debit, contact processing begins before the supporter leaves for GoCardless authorisation. The submission can become processed even if the supporter never completes the mandate. Look on the contact timeline for Direct Debit sign-up completed or Direct Debit sign-up abandoned, and check the recurring payment record. A completed mandate is not itself proof that money has been collected.
Records created depend on the questions
Contact, organisation, and touchpoint questions determine the record actions. A message mapped to touchpoint notes produces an inbound Form Submission touchpoint. A mapped contact email provides the link to the supporter for related records. A form without a touchpoint question does not automatically promise a timeline message.
Consent requests record their selected purpose/channel combinations. A ticked checkbox records yes; an unticked or omitted checkbox records no. The option to record for everyone records yes without a checkbox. Multiple requests can have separate checkboxes. Leaving an optional box unticked is therefore not the same as leaving an existing permission unchanged.
Intent names are starting presets. Membership sign-up does not issue a Memberships record, and Take event bookings does not create an Events booking. Review the actual What gets recorded summary before publishing.
Recovery
Open the submission, identify its timestamp and answers, and check its status. If the status appears stale, reload the page: the submission view is not a live processing monitor.
The current screen has no retry/reprocess action and does not expose detailed processing failure reasons. Ask your administrator to investigate a persistent received or failed response using its form name, timestamp, and status. Correcting and republishing the form changes future responses; it does not automatically replay historical submissions.
For payment forms, check the provider and existing CRM payment records before initiating another payment. A missing CRM record or failed processing status alone does not prove that no charge occurred.