Contact Us form not always submitting possibly?

[Michael_Guanci]

Hi Everyone,

I had someone from our sales team reach out to me saying that someone who filled out our Contact Sales form had done it a few weeks ago as well but no one got back to them.  However, when I check their record, it was created today (5/31) and registered the notification email out to myself and the sales team like it should.  I checked in our CRM and in MKTO to see if another record existed of this person but nothing else exists of this person.  It could be they went to the page but never filled out the form (and thought they did). I was wondering if any other users have had this come up at any point?  This is the second time in probably 6-7 months that this came up so I am not worried it isn't working. 

I would think someone would remember/know whether or not they filled out a form or not but wanted to check and see if others may have run into this?

Thanks in advance for any feedback!

[Jackie_Potts]

You could create a smart list to look at visits to your thank you for submitting page compared to whether or not an alert was sent for that form fill. We have seen it happen where forms were not submitted, but not recently.

[Michael_Guanci]

If this person had previously existed in our DB before today I would be able to do that, but it only has activity from today which was when the record was created. My first thought was checking the activity history but in this scenario it doesn't help.

[SanfordWhiteman]

It's impossible to know after the fact. Sometimes people have mixed-up JS behind their forms that causes seemingly random failure because of race conditions. And while Marketo's forms endpoint has superb uptime, it's possible that they pressed submit during some period of downtime. Or they were having local network problems and didn't realize the submission failed.  Without a direct knowledge of the time and ability to reproduce it, can't know either way.

I would think someone would remember/know whether or not they filled out a form

If your customer base is predominantly human, or anthropoid in general, I wouldn't think that of all of them.