Paypal Express Checkout: Looping back to Step 1

[ShannonL]

I am running Zen Cart 1.3.7.1
Database Patch Level: 1.3.7
Hosted by Camelot Hosting

I have not touched anything on the site to cause this to break and Camelot has also made no changes to the server. I called Paypal and they said it was a problem with my shopping cart.

My last successful Paypal transaction was on July 9th. Since then, I've been getting emails from customers who cannot check out using Paypal Express Checkout on my site: http://www.puffypp.com

Everything works fine until you get to the Confirm button on Step 3. Clicking the confirm button takes you back to Step 1 (delivery info). Clicking through the process again only causes and endless loop. No order is ever submitted, although an account is created in Zen Cart.

I have tried uninstalling the Paypal Express Checkout module and reinstalling.

I have tried reinstalling the Paypal patch from last year and uninstalling Paypal Express Checkout module, then reinstalling.

I have received two different error messages via email:

10417 Transaction cannot complete. - The transaction cannot complete successfully. Instruct the customer to use an alternative payment method.

and

10001 Transaction failed due to internal error - Internal Error

Any help is much appreciated. Thank you!

[stagebrace]

My fails also started near the 9th.

Paypal has admitted a programming error. It affects merchants that require a confirmed address. Even though the buyer provides a confirmed address, paypal sends the customer back to Zen Cart. The customer then checks out again and it works most of the time.

Please call PayPal technical support 1-800-852-1973 to let them know of the errors. Maybe the more that call will help raise its priority.

[ShannonL]

Thank you! I will give them a call now that I know what the problem is. I sure hope it gets resolved soon - I'm losing customers!

[Kamino84]

I spoke to Paypal and they are offical aware of the issue. The workaround is to disable requiring a confirmed address until its fixed. They would not give an ETA but said its top priority. Its obvious we dont want to keep that off for too long as uncofirmed addresses are not eligible for protection from paypal but it will allow you to take orders for now.

[fvb]

we are having the same problems
called paypal 4 time so far, got 4 dif. tech.
no help!
were is this "requiring a confirmed address" setting

thanks

[fvb]

we are having the same problems
called paypal 4 time so far, got 4 dif. tech.
no help!
were is this "requiring a confirmed address" setting

thanks

just found it
modules
payment
paypal
edit
Express Checkout: Require Confirmed Address

[dharma]

I just lost a customer due to this issue. I have disabled Express Checkout: Require Confirmed Address which now opens us up to chargebacks.

I will call paypal today and complain, but don't know how far I will get with them.

Can someone please update this forum thread if the issue gets resolved?

[stagebrace]

The "10417 Transaction cannot complete." issue was resolved. Are you saying the same error number (10417) is appearing again?

[dharma]

I have the same issue as this thread, but did not receive the error mentioned. It must be a separate issue. Sorry, my mistake.

[stagebrace]

May I suggest more details on the issue in a new thread?