Getting errors from IE from customers..

[bridge32]

Hi Nigel, once again thanks for getting back so quick to assist me

Have you turned on logging for paypal,

Im not sure where to find this - sorry

have you checked the /cache folder for error messages

I have checked for the errors and this is what i get when people cannot complete their Paypal payment (well some but not all)

[23-Aug-2011 02:45:21] PHP Warning: require(includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125
[23-Aug-2011 02:45:21] PHP Warning: require(includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php) [<a href='function.require'>function.require</a>]: failed to open stream: No such file or directory in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125
[23-Aug-2011 02:45:21] PHP Fatal error: require() [<a href='function.require'>function.require</a>]: Failed opening required 'includes/templates/template_default/templates/tpl_wp_callback_hacker_response_default.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/cakekraf/public_html/includes/templates/modern_black/common/tpl_main_page.php on line 125


I honestly don't know why IE7 would give a problem, how sure are you that it is only IE7.

Im not 100% sure, but the few that had replied said they were using IE7, but they maybe wrong.

----------------------

When people say "broken in IE7" what are they meaning, is the layout effected or is it just the paypal not going through

What i meant was, people are unable to complete the Paypal checkout, and looking at the error i can se why, they say that seems to be looping - here is the latest email regarding this:

"Hi Nic

Thank you for your email, I have tried again this morning on my work computer and seem to have completed the transaction! It did take a couple of attempts and again it was the paypal part that was the problem. I typed in my card details which then prompted a message to say 'you already have a paypal account', for some reason it allows me to log into my paypal account, brings up all my details then just goes round and round in circles and not confirming payment.

I'm using internet explorer on both computers, but not sure what version it is.

Hopefully I have now placed an order!

Many thanks

Nicky"

Like i said, it's something wrong at line 125 that is causing this, i do not think it is related to any browser now. But seems fine with Paypal Express Checkout but if you go to checkout, click pay by Paypal, it then takes you to a screen where you can either enter your card details to pay or log into Paypal to pay through your Paypal account, this is the bit that "loops"
Thanks in advance
Nic.

[bridge32]

Hmmm, this is a wp callback for World Pay! Now im really confused
Worldpay works fine!
Hmm, so there are no errors i can see relating to Paypal as far as i can see, i have around 8 of the above errors, which do seem odd as these are worldpay (i think) yet they happen at the same time the paypal does not work - connected?
Nic

[bridge32]

Have you turned on logging for paypal,

have you checked the /cache folder for error messages

Hi Nigel, i have enabled logging to FTP now, i will post any new Paypal errors / logs as they come, i have however, posted a typical error we get from the cache folder.
Thanks
Nic.

[bridge32]

LATEST UPDATE TO THIS PROBLEM....

I have checked the cache logs, and there are no errors from Paypal when people try to make this payment.

It does NOT happen with Paypal Express.

The proceesdure given below is how the error / problem occurs:

1. Customer places an item in cart.
2. Customer then cklicks checkout on the top of the page.
3. Customer then has 3 options, create a new account, log into account or check out as guest. Which ever option they choose, makes no difference.
4. Customer fills in details then clicks either the checkout button at the bottom of the page or Express Checkout (again makes no difference here)
5. Customer is then redirected to the Paypal site, here they have 2 options, either enter card details then checkout or log into their Paypal account. Once again, does not matter which they choose at this stage.
6. Customer logs in to Paypal, then clicks on "Pay Now", when clicked, the customer is returned back to the last page of the original checkout on my site with the shipping costs on etc, they do this several times and then give up. This is where it is "looping" No order is placed or any money debited, it just does not complete, it is if it is looking for a page but cannot find it and loops.

I will say, i have tried to replicate this on 2 other pc's, one running Windows 7 the other XP, both with IE7 & IE8 and FF but i cannot get the fault to happen!
I have looked through my records at the Paypal payments i have received ok, and they are mixed with Paypal Express and standard Paypal, so this error / problem happens only to peope either A: not doing something correctly or B: a browser problem??
This is all i can say about it, i do not want to get rid of Paypal as over 70% of my customers prefer it
Worldpay works fine with no problems at all.
Help
Thanks
Nic.

[bridge32]

This has now been rectified
This work was rectified ny a member on Odesk very quickly.
Thanks for anyone who helped me here.
Nic

[bridge32]

I spoke too soon
I am still getting the looping effect when people try to pay via Paypal.
After the customer clicks "Pay Now" in Paypal they are sent back to my websites checkout page to start all over and keeps looping.

Does not happen to all customers either!
Need some help if possible please.
Thanks
Nic.

[bridge32]

Hi all,
I had a big problem with Paypal and my site where customers would order from my site and go to pay now in Paypal and they would keep looping back and forth from the Paypal site and mine.
I contacted Paypal and they sent this response:

"Hi Nic,

Your shopping cart has Express Checkout set to send the buyer to PayPal to choose a funding source and shipping address. The continue button should take them back to your web site were they can complete the payment. If your shopping cart allows you to edit the redirect URL you can change this behavior by adding useraction=commit in the redirect URL. When useraction=commit is in the redirect URL the buyer will login to their account pick a funding source and shipping address. The button will no longer say continue it will say Pay Now. This will process the payment and then use the return URL to send them back to your thank you page/return url.

Redirect URL before editing
https://www.paypal.com/cgi-bin/webscr?cmd=_express-checkout&token=<TOKEN>

After editing
https://www.paypal.com/cgi-bin/webscr?cmd=_express-checkout&useraction=commit&token=<TOKEN>

Remember, if you need help getting started, contact Merchant Technical Services toll free: 1-800-852-1973 (8AM-9PM CST M-F) or go to https://paypal.com/integration

Thank you for choosing PayPal, I wish you the best with your future transactions.


Sincerely,
Virgil
Merchant Technical Support
PayPal, an eBay Company "

Now, can anyone tell me how to do what they ask me to do please
Thank you
Nic.

[DrByte]

Zen Cart already sets the correct useraction when the customer has gone through the required steps. There's no need to edit the code to add "commit", as it already does that now.

[bridge32]

Thanks Dr Byte for replying.
What should i do if the code they give me is already doing the correct thing?
Thanks
Nic

[DrByte]

[short rant]
I've merged your new thread which contains little useful information other than a dialog you had with a PayPal tech person, to combine it with the other information already in this present thread.
Starting new threads which contain none of the history just annoys those of us who offer our time to troubleshoot problems. Please keep that in mind for the future.
[/end rant]

Also, when you write your next reply, or any new post for that matter, ensure that you've read and included answers to the "Posting Tips" section of the screen so that we have a proper context of information related to what we're dealing with on your site. Things like version numbers and lists of addons are extremely important pieces of information. We'll need that to provide further help.

Additionally, in reviewing your forum posts for the last 2 months, it appears you've been making all kinds of alterations to your site, some unrelated to checkout, and several which could affect checkout.

- worldpay callback problems
- dual pricing mod alterations
- missing fields in your database, at least in the address_book, for no explainable reason
- people abandoning orders for multiple reasons, not just because of PayPal problems
- mods broke the proper display of things like model number from your site
- mods broke proper functionality of reviews feature
- back-button problems
- various problems caused by Simple SEO URL add-on
- language file alterations have caused page headings to not function properly
- security errors on your pages related to SSL cert messages being triggered by addons and their images or javascripts

And this thread here includes a very teensy tiny little reference to a statement that indicated you've added an addon on your site which allows customers to checkout as guest.

All kinds of things in this list could interfere with the normal operation of checkout. The first, which are the usual, suspects in my crosshairs would be both your allow-checkout-as-guest addon and your simple-seo addon. Both those kinds of mods have track records of causing myriad unexplained problems in checkout.


A little background to explain some of what you're seeing ...
Your dialog with PayPal, and your explanation of the steps to recreate the problem, show that you're missing some understanding of how the Express Checkout module works. And, that's totally understandable, because most don't understand all the methods that it uses nor the ways it presents itself to customers. And, I'm not particularly interested in rewriting their 300-page manual here either.
In short there are two approaches:
- Shortcut button on shopping cart page
- Payment radio button on checkout-payment page
If the customer chooses the "Shortcut" button from the shopping cart page, they're immediately taken to the Paypal site to login and/or provide credit card information. At that point they click a "CONTINUE" button (not a "Pay Now" button). Then they're immediately returned to your store to select their shipping options and review the final price including shipping and taxes, and click Confirm on YOUR site, which then charges their PayPal account and completes the order.
If they choose the regular checkout button on your site, and select PayPal from the checkout-payment after already selecting their shipping options, then they're presented with their final price including shipping and taxes, and a continue button on YOUR site, which then takes them to the PayPal site where they login, provide a payment funding choice, and then click the "Pay Now" button to charge their account before returning to your site's "Success" page.

So, the PayPal rep was talking about that "Pay Now" vs "Continue" button allegedly not looking the way you expected it to. There's only two ways that could happen:
a) the scenario you were describing isn't what they thought you were talking about
b) your site's checkout code has been altered such that it thinks the customer is in the wrong mode and is thus presenting the wrong button
and, okay, there's a third:
c) a third option would be that some other customisation on your site is interfering with normal operation and the validations of information exchanged from Paypal back to your store are failing, causing your store to send the customer back through checkout to provide accurate or validatable information.

If you were to set up a brand new clean install of Zen Cart in a new folder and a new database, and only add Express Checkout as a payment choice, and complete a transaction, I imagine it will work properly (else we'd be having hundreds of thousands of complaints about it each day). This leads me to further suspect addons or customisations as the culprits. Determining which one, or combination of them, is a matter of trial and error, which only you can do, generally by then slowly recustomising the new testing site to match the live one, and testing regularly, until it breaks. And then taking appropriate action.