Checkout Loop...?

[meljen]

This is the FIRST time this has come up since I opened my shop, and I've had a couple hundred orders. So this is really, really odd to me. I use Paypal Express (of course), but I am super new to it and I'm not really sure what's causing this.

This is what my customer wrote me a moment ago:

"I have a cart full of goodies to purchase. I go through all the steps, it takes me to Paypal, I choose my method of payment within paypal and click "pay now". It keeps returning me to your Page (step 2 of 3) and the pink continue checkout button. I have gone through these steps 3 x's. I have no confirmation from paypal that I sent a payment. Am I doing something wrong?"

I need help with this... any ideas?

Thanks in advance!

*edit* Here's my PP module settings, if this helps:

Enable this Payment Module
True

Sort order of display.
0

Payment Zone
--none--

Express Checkout Shortcut Button
Off

Set Order Status
Processing [2]

Set Unpaid Order Status
Pending [1]

Set Refund Order Status
Pending [1]

Express Checkout: Require Confirmed Address
No

Express Checkout: Select Cheapest Shipping Automatically
No

Express Checkout: Skip Payment Page
Yes

Express Checkout: Automatic Account Creation
Yes

Payment Action
Final Sale

Transaction Currency
Selected Currency

Store (Brand) Name at PayPal


Allow eCheck?
Any

PayPal Page Style
Primary

API Signature -- Username
*****@******

API Signature -- Password
****************

API Signature -- Signature Code
****************

PayPal Mode
PayPal

Live or Sandbox
live

Debug Mode
Off

[meljen]

To update, she wrote again and said she lost all of her products in the cart when it timed her out. I'm really frustrated about this, as my shop normally saves everything in the cart. I'm assuming it 'ate' everything since she had moved it to Paypal and it was looping back to the shop for some reason. I'm guessing the timeout happened at Paypal. She didn't say. She also hasn't mentioned any error messages, just that Paypal is looping her back to step 2 of 3 at the cart over and over.

This is really odd, I really need some help so she's not left hanging.

[meljen]

I hope this thread is in the right forum. I'm just replying here to update and say that this problem is still persisting. My customer is waiting on me and I have NO idea how to fix this problem for her.

Please, if anyone had any ideas, I'd appreciate the help!

[meljen]

Another update:

I *did* do a forum search here to read other threads with this problem. None of them contain solutions that fit my situation. Many of the threads didn't reach a solution at all. I also went in and double-checked my Paypal settings. Nothing has changed. And prior/since this gal's message, I have received several successful orders. So I know it's not a store-wide issue.

Please someone, I really need help.

[DrByte]

The system probably sent her a Welcome email when she completed her login to PayPal and returned to your store the first time. That email should have her login password in the bottom of it, so she can login to her account on your store (using her PayPal email address and the password in that email), and her cart contents will be restored.

A loop-back like you describe is usually caused by something odd in the billing or shipping address or by some rejected response from PayPal.

Viewing the PayPal logs could be helpful, to see if any error response came back from them. http://www.zen-cart.com/showthread.p...Logging-PayPal

Also, any automated error-message emails from the store to the ZC storeowner could be revealing, if any.

And the fix mentioned in this post would be appropriate if you're using v1.5.0 and virtual products: http://www.zen-cart.com/showthread.php?197182-Known-Bugs-(and-fixes)-with-v1-5-0&p=1139882#post1139882

[meljen]

She did tell me that she logged in again and the cart was empty. Which was odd to me. She also confirmed that she was logged in when she tried to checkout... she got to PP, entered her info (she's trying to pay with her PP account and said the email was different from her shop login... not sure if that matters) - and when she clicks the button to complete payment while she's at PP it sends her back to the shop 'step 2 of 3' page. If that makes sense. It happens to her over and over again and then she times out.

I did use your virtual product fix a couple weeks ago... it's why my shop works now. :-) It's just so odd that she has a problem when 10 other orders today before & after her email went through just fine, as well as a couple hundred before that.

So strange and frustrating... not even sure what to tell her to do...

[DrByte]

Puzzling, but without a lot more details I can only offer another suggestion: Have her try checking out without logging in first. ie: use the orange PayPal button on the shopping-cart page, which takes her to PayPal first and then comes back to your store for final pricing/confirmation.

[meljen]

I *think* I don't have that enabled right now. I can't really remember how to re-activate it... I believe it's the 'short cut' option in the Paypal EC module...? I'll go take a peek.

Anyway. This is the error message I am receiving from ZC. I get this EVERY time she tries again:

Zen Cart message: PayPal was unable to successfully fund this transaction.
Please choose another payment option or review funding options in your
PayPal account before proceeding.

I spoke with her about it and she swears she has a balance in her PP account and she didn't receive a paypal email on her end. So we're both confused. I told her to try with her CC today. She lives in Australia and it's Sunday so it might be a while before she does.

Don't know if this helps at all. I was thinking it might be a currency conversion error having to do with her PP account but like I said she said she has funds in there, and I've received many orders from Australia before with no problem.

[DrByte]

Those emails are VERY helpful pieces of information.

Error number 10417, which triggers that message, means there is insufficient funds to complete the transaction.
That could mean "insufficient in that currency", or "insufficient funds that are not on hold", or "insufficient funds because there's not enough money in the PayPal account and when PayPal tried to get the rest from a credit card, the card was declined for one reason or another", or "her paypal account is not associated with a usable funding source" such as a bank account or credit card as mentioned earlier. Or it could be that her credit-card or billing agreement with PayPal has not been accepted, or was changed and the new terms have not been accepted when prompted.

If PayPal has put any authorization holds on her funds because of other issues, she can have them clear that hold by calling in to PayPal and explaining the problem and asking them to remove the hold. In that same call, if the problem is a result of some other issue, they should be able to sort it out for her right then.

In the meantime, you could open a ticket with PayPal from your end at www.paypal.com/mts , quoting the transaction numbers for all her attempts, as found in the PayPal_CURL-xxxxxxxx.log files, assuming you have the paypal debug logging turned on. Explain in the ticket what's been going on, and ask them to explain whether it's truly an insufficient-funds issue, or if it's something else that's triggering that same response. If an engineer will look at the actual transactions in their system, they can tell what's truly happening. This might arm you with additional help if the customer has trouble with calling Customer Service.