Paypal Express issues with overseas customers

[phiblack]

Hi team,

I am presently using: v1.3.9h.

For the past few months I have had intermittent issues with paypal express with customers from overseas (i.e. outside Australia) where they place items in their cart but in the words of a customer:

'Hello, I completed my order and attempted to pay via PayPal, and as a new customer, and inputed the necessary info, hit enter, and in each case the screen went blank. The system did not recognize me as an old customer'.

Obviously I am loather to lose business - and I am sure that for every customer that lets me know there is a problem, many more who experience this issue just walk away from the order.

I set up logging and today had a look at the file and there were two files for this customers order that I could see.

Both of which are posted below.
I am the first to admit that I cannot see anything in them that points to an issue - so hopefully those in the know can run their eye over it for me.

Log No 1

2012-02-09 02:44:46
-------------------
(live transaction) --> https://api-3t.paypal.com/nvp
Request Headers:
Array
(
[0] => Content-Type: text/namevalue
[1] => X-VPS-Timeout: 45
[2] => X-VPS-VIT-Client-Type: PHP/cURL
[3] => X-VPS-VIT-Integration-Product: PHP::Zen Cart(tm) - PayPal/NVP
[4] => X-VPS-VIT-Integration-Version: 1.3.9h
)


Request Parameters: {SetExpressCheckout}
Array
(
[AMT] => 36.00
[ITEMAMT] => 36.00
[L_NUMBER0] => 1704a
[L_NAME0] => 10th Force Support Battalion
[L_AMT0] => 6.00
[L_QTY0] => 1
[L_NUMBER1] => 1702a
[L_NAME1] => 2nd Force Support Battalion
[L_AMT1] => 6.00
[L_QTY1] => 1
[L_NUMBER2] => LHQ1004a
[L_NAME2] => 5th Combat Service Support Battalion
[L_AMT2] => 4.00
[L_QTY2] => 1
[L_NUMBER3] => LHQ1005
[L_NAME3] => 6th Combat Service Support Battalion
[L_AMT3] => 4.00
[L_QTY3] => 1
[L_NUMBER4] => LHQ1005a
[L_NAME4] => 6th Combat Service Support Battalion
[L_AMT4] => 4.00
[L_QTY4] => 1
[L_NUMBER5] => LHQ1006a
[L_NAME5] => 7th Combat Service Support Battalion
[L_AMT5] => 4.00
[L_QTY5] => 1
[L_NUMBER6] => OSA2001a
[L_NAME6] => Army Logistic Maintenance Squadron
[L_AMT6] => 4.00
[L_QTY6] => 1
[L_NUMBER7] => ORD0012a
[L_NAME7] => Defence Materiel Organisation (DMO)
[L_AMT7] => 4.00
[L_QTY7] => 1
[LOCALECODE] => AU
[PAYMENTACTION] => Sale
[ALLOWNOTE] => 1
[LANDINGPAGE] => Billing
[RETURNURL] => http://colourpatch.com.au/ipn_main_handler.php?type=ec
[CANCELURL] => http://colourpatch.com.au/index.php?...rt&ec_cancel=1
[PAGESTYLE] => Primary
[METHOD] => SetExpressCheckout
[CURRENCYCODE] => AUD
[USER] => colourpatch_api1.hotmail.com
[PWD] => ****************
[VERSION] => 60.0
[SIGNATURE] => ****************************************************tmB9
)


Response:
Array
(
[TOKEN] => EC-8YF20985HB542121U
[TIMESTAMP] => 2012-02-08T18:44:46Z
[CORRELATIONID] => c5cf0d8dee3b
[ACK] => Success
[VERSION] => 60.0
[BUILD] => 2515991
[CURL_ERRORS] =>
)


SetExpressCheckout, Elapsed: 2175ms -- Success

LOG NO 2

Feb-09-2012 02:44:44 (1328726684)
getLineItemDetails 7 - subtotal comparisons
BEFORE line-item calcs: Array
(
[AMT] => 36
[ITEMAMT] => 36
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
)
- AFTER doing line-item calcs: Array
(
[AMT] => 36
[ITEMAMT] => 36
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
[L_NUMBER0] => 1704a
[L_NAME0] => 10th Force Support Battalion
[L_AMT0] => 6
[L_QTY0] => 1
[L_NUMBER1] => 1702a
[L_NAME1] => 2nd Force Support Battalion
[L_AMT1] => 6
[L_QTY1] => 1
[L_NUMBER2] => LHQ1004a
[L_NAME2] => 5th Combat Service Support Battalion
[L_AMT2] => 4
[L_QTY2] => 1
[L_NUMBER3] => LHQ1005
[L_NAME3] => 6th Combat Service Support Battalion
[L_AMT3] => 4
[L_QTY3] => 1
[L_NUMBER4] => LHQ1005a
[L_NAME4] => 6th Combat Service Support Battalion
[L_AMT4] => 4
[L_QTY4] => 1
[L_NUMBER5] => LHQ1006a
[L_NAME5] => 7th Combat Service Support Battalion
[L_AMT5] => 4
[L_QTY5] => 1
[L_NUMBER6] => OSA2001a
[L_NAME6] => Army Logistic Maintenance Squadron
[L_AMT6] => 4
[L_QTY6] => 1
[L_NUMBER7] => ORD0012a
[L_NAME7] => Defence Materiel Organisation (DMO)
[L_AMT7] => 4
[L_QTY7] => 1
)

=================================

Feb-09-2012 02:44:44 (1328726684)
getLineItemDetails 8
checking subtotals...
Array
(
[calculated total] => 36.00
[AMT] => 36.00
[ITEMAMT] => 36.00
)

-------------------
difference: 0 (abs+rounded: 0)
=================================

Feb-09-2012 02:44:44 (1328726684)
getLineItemDetails 10
subtotals balance - okay
=================================

Feb-09-2012 02:44:44 (1328726684)
ec_step1 - 1
Checking to see if we are in markflow
cart contents: physical

NOTE: $this->showPaymentPage = 0
Customer ID: 0
Session Data: Array
(
[securityToken] => 927ef1fc9b06ed20bb762dce17295dd2
[customers_host_address] => wsip-70-168-208-151.hr.hr.cox.net
[cartID] =>
[cart] => shoppingCart Object
(
[contents] => Array
(
[793] => Array
(
[qty] => 1
)

[792] => Array
(
[qty] => 1
)

[54] => Array
(
[qty] => 1
)

[48] => Array
(
[qty] => 1
)

[61] => Array
(
[qty] => 1
)

[64] => Array
(
[qty] => 1
)

[58] => Array
(
[qty] => 1
)

[59] => Array
(
[qty] => 1
)

)

[total] => 36
[weight] => 0
[cartID] => 42123
[content_type] => physical
[free_shipping_item] => 0
[free_shipping_weight] => 0
[free_shipping_price] => 0
)

[check_valid] => true
[language] => english
[languages_id] => 1
[languages_code] => en
[currency] => AUD
[today_is] => 2012-02-09
[updateExpirations] => 1
[session_counter] => 1
[customers_ip_address] => 70.168.208.151
[new_products_id_in_cart] =>
[valid_to_checkout] => 1
[cart_errors] =>
[cart_country_id] => 223
[country_info] => Array
(
[countries_name] => United States
[countries_iso_code_2] => US
[countries_iso_code_3] => USA
)

[cart_zone] => 0
[cart_zip_code] =>
[cart_sid] => zones_zones
[payment] => paypalwpp
)

=================================

Feb-09-2012 02:44:44 (1328726684)
ec-step1-addr_check
cart content is not all virtual (or customer is not logged in) ... therefore will be submitting address details
=================================

Feb-09-2012 02:44:44 (1328726684)
getOverrideAddress - 4
not logged in and not in markflow mode - nothing to override
=================================

Feb-09-2012 02:44:44 (1328726684)
ec-step1-addr_check3
address details from override check: <NONE FOUND>
=================================

Feb-09-2012 02:44:44 (1328726684)
ec_step1 - 2 -submit
Array
(
[AMT] => 36.00
[ITEMAMT] => 36.00
[L_NUMBER0] => 1704a
[L_NAME0] => 10th Force Support Battalion
[L_AMT0] => 6.00
[L_QTY0] => 1
[L_NUMBER1] => 1702a
[L_NAME1] => 2nd Force Support Battalion
[L_AMT1] => 6.00
[L_QTY1] => 1
[L_NUMBER2] => LHQ1004a
[L_NAME2] => 5th Combat Service Support Battalion
[L_AMT2] => 4.00
[L_QTY2] => 1
[L_NUMBER3] => LHQ1005
[L_NAME3] => 6th Combat Service Support Battalion
[L_AMT3] => 4.00
[L_QTY3] => 1
[L_NUMBER4] => LHQ1005a
[L_NAME4] => 6th Combat Service Support Battalion
[L_AMT4] => 4.00
[L_QTY4] => 1
[L_NUMBER5] => LHQ1006a
[L_NAME5] => 7th Combat Service Support Battalion
[L_AMT5] => 4.00
[L_QTY5] => 1
[L_NUMBER6] => OSA2001a
[L_NAME6] => Army Logistic Maintenance Squadron
[L_AMT6] => 4.00
[L_QTY6] => 1
[L_NUMBER7] => ORD0012a
[L_NAME7] => Defence Materiel Organisation (DMO)
[L_AMT7] => 4.00
[L_QTY7] => 1
[LOCALECODE] => AU
[CURRENCY] => AUD
[PAYMENTACTION] => Sale
[ALLOWNOTE] => 1
[SOLUTIONTYPE] => Sole
[LANDINGPAGE] => Billing
[RETURNURL] => http://colourpatch.com.au/ipn_main_handler.php?type=ec
[CANCELURL] => http://colourpatch.com.au/index.php?...rt&ec_cancel=1
)

=================================


Many thanks in advance,

Phil
www.colourpatch.com.au

[DrByte]

and in each case the screen went blank.

https://www.zen-cart.com/tutorials/index.php?article=82

[phiblack]

Thanks Doc.

I found the log files as stated in the link.
The last error log was from the 24th January this year though?
The log is below:

[24-Jan-2012 11:01:05] PHP Warning: require(includes/templates/template_default/info_shopping_cart/google_analytics.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/colourpa/public_html/includes/templates/modern_black/common/html_header.php on line 133
[24-Jan-2012 11:01:05] PHP Warning: require(includes/templates/template_default/info_shopping_cart/google_analytics.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/colourpa/public_html/includes/templates/modern_black/common/html_header.php on line 133
[24-Jan-2012 11:01:05] PHP Fatal error: require() [<a href='function.require'>function.require</a>]: Failed opening required 'includes/templates/template_default/info_shopping_cart/google_analytics.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/colourpa/public_html/includes/templates/modern_black/common/html_header.php on line 133

Phil

[DrByte]

Ya, those are a little bit old. They're pointing to missing files from what appears to be a google analytics mod you were installing.

[phiblack]

I have now uninstalled the analytics mod using the uninstall sql patch.
So if nothing else that will hopefully clean up that side of it.

However, given that that log was in January and a customer had an issue yesterday I am at a loss as to why no log was showing apart from in the paypal logs.

[DrByte]

You only posted 2 log files. But there should be about 6 for that transaction.

There should be 3 that start out like this:

2012-02-09 02:44:46
-------------------
(live transaction) --> https://api-3t.paypal.com/nvp
Request Headers:
Array
(
[0] => Content-Type: text/namevalue
[1] => X-VPS-Timeout: 45
[2] => X-VPS-VIT-Client-Type: PHP/cURL
[3] => X-VPS-VIT-Integration-Product: PHP::Zen Cart(tm) - PayPal/NVP
[4] => X-VPS-VIT-Integration-Version: 1.3.9h
)


Request Parameters: {SetExpressCheckout}

They'll be for SetExpressCheckout, GetExpressCheckoutDetails, DoExpressCheckoutPayment

And then there'll be 2-4 logs that contain things like this:

Feb-09-2012 02:44:44 (1328726684)
getLineItemDetails 7 - subtotal comparisons
BEFORE line-item calcs: Array
(
[AMT] => 36
[ITEMAMT] => 36
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
)

... ie: date/time stamps, a small message and an array of name/value pairs.


The fact that you got only the first 2 tells me that it probably failed to even return to your site properly when PayPal sent the customer back to your store.

As to the "why", that's impossible to guess without all kinds of specific details, such as what EXACTLY was on the screen at the time, the address/URL in the browser URL bar, what exactly was clicked on just before the problem became evident, logs of any errors if they're even available, and more.

And, if you can't exactly duplicate the same problem on-demand, it's nearly impossible for me to simulate the exact same problem here, and thus similarly extremely difficult to help fix it.

I suggest starting here: http://www.zen-cart.com/wiki/index.p...Obscure_Issues ie: what exactly is different between your site and a fresh clean brand new install of Zen Cart. What exactly would I have to do to set my store up EXACTLY like yours so that I could consistently trigger the same problem every time I tried. And when you compare your site's files against the originals, what do find is different, and why?

[phiblack]

Hi Doc,

Yes there were more than two - in fact 11 logs for that day.
I have put them all in a file which can be found at:

**REMOVED**

I have tried to purchase from my site and have had no dramas.
It only seems to be my overseas customers that have issues.

It may well be one of those that remains a mystery! :-)

Phil

[DrByte]

Mr Mooy's purchase appears to be fine.

The 2 logs for the other customer, purchasing the Directorate product, only show evidence of the customer going TO PayPal's site, never any evidence of returning.
So, whatever went wrong, they didn't end up getting back to your site to complete the purchase.

I suppose you could turn off the EC Shortcut Button (in your Express Checkout module's settings) and thus force customers to create an account on your store before selecting payment, and that would at least capture the customers' details ... so they'd be in the logs and thus we'd have more details to go on, and also you could follow up with them to help complete the purchase another way if needed.

[phiblack]

Thanks Doc!
Appreciate your help.
At least I have a few ways to proceed now.

[harry2cool]

Hi Phiblack,
Any solution.
We too are facing Paypal Express Checkout problems of customers not returning back to our website.

We noted 3 cases:

1) We got the payment from the customer twice however the order was not processed, paypal did not redirect the customer to our website.

2) We got a payment however order and customer details were not passed on to our cart, and the payment method strangely showed "Payment Method: Gift Certificate/Coupon"


We have disabled express shortcut.

We do have successful orders from customers however suddenly we are facing issues.

Will try to access logs and post back more here.

In the meanwhile any tips what should we do.

We upgraded from v1.3.9f to v1.3.9h , we have websites on 1.3.9f and Paypal Express works perfectly fine there.