PayPal Express Checkout - Customers cannot re-order 'Email Already Registered'

[mrdanashton]

Hi,

Using PayPal Express Checkout on our Zencart v1.5.0 website .

It appears, that - when a customer pays using PayPal Express Checkout, with auto create account to 'OFF' - the initial transaction goes through fine.

However, if the customer later returns to create an account, (for example, should they want to checkout using an alternative payment method) - they cannot, as their email is already registered?

My understanding was, that if a temporary account is created, then no email should be stored?

I am concerned as to the implications of this. What would happen, when a customer returns and attempts to pay using PayPal Express Checkout again - would an error be thrown up as email is already registered on website?

Ofcourse, this isn't something I can check for myself - and I am reliant on customers to tell me if there is a problem. I do sometimes get PayPal Express Chekout Errors - and wonder if this is related .. ALERT: PayPal Express Checkout Error (10410) / PayPal Express Checkout Error (10486) or PayPal Express Checkout Error (10728) etc?

Any advice would be gratefully received.

Thanks in advance,
Dan

[DrByte]

You said you're using v1.5.0.

Advice: Upgrade to the latest version of Zen Cart, to rule out (and fix) all known bugs.

While I don't recall for sure whether there was a bug exactly related to the symptoms you describe, but a lot of time has passed since 2011 when v1.5.0 came out, and a lot of improvements have been made.

[mrdanashton]

Thanks DrByte - Sorry, I posted my earlier reply before I read yours. I'd love to know if an update would definitely fix it. The thought of upgrading makes me shudder in fear that it will cause more problems than it may usually be worth.

That said, ofcourse - if it fixes this issue - then its 100% worth doing.

Would love to hear from anyone else that may be reading this that has experienced such a problem.

Thanks again,
Dan

[stevesh]

I don't know if an upgrade will change that behavior (I'd guess not) but upgrading from 1.5.0 to 1.5.1 is pretty simple, so I'd try it.

[mrdanashton]

Hi

For anyone who may happen to read this with same or similar issue - as I explained, my issue was - in short - that customers using PayPal Express Checkout had no way to sign back in or register for a second order, in theory, meaning they could never order again. As I am sure some many appreciate - as a retailer dependent on sales from their website, I panicked a little - when I tried to replicate this scenario and saw it to be true.

I mentioned, that when I did test orders - posing as a customer, I was not sent any email. So I had no temporary password that would allow me to sign back in to the account zencart automatically creates for a PayPal Express Customer.

In fact, and with respect to ZenCart, I DID find those emails (sorry) - But, I think the problem may be, that customers using PayPal Express simply are not expecting to get a 'Welcome to your account' email, with a password - as by the nature of wanting to use Express Checkout in the first place, they don't want an account. During the checkout process, including the payment confirmation screen - there is no mention that an account has been opened and its important they check their email for their password for when they next want to order.

If a customer does happen to open and read that email - its only at the very end of the email, after several paragraphs of the usual 'welcome... and what you can do with your account... etc etc' - there is mention of the email and temporary password.

Now I know this, I can work on customising the checkout messages and welcome email so this information is much more obvious and user friendly for the customer.

Ofcourse, the better option for PayPal Express Checkout Customers would be there is simply no account created or email stored in the system.

I am pretty sure, if a customer returned to the website to make a new purchase a month later - they would still prefer, and expect to again, just simply click on the PayPal Express button for a quick and easy checkout - rather than faff about remembering passwords and signing in.

Unless I am missing something - Really, the PayPal Express Checkout button is only applicable to a new customer, making a payment by PayPal for the first time. When they return to make a new purchase, they have to sign in to the account that was automatically created for them in the usual way. This is something I need to make clear during the checkout.

I know some of you will read this and think, 'what on earth am I complaining about...' - and I appreciate that. I guess everyone runs their website differently.

For me, especially as we have a responsive template which is also optimised for mobile devices - its important that customers who have PayPal can quickly and easily checkout and pay.

The good news is, they can, if its their first order. Its just a little harder if they come back to order again.

As I type - I am not convinced the 'Auto account Creation = OFF' is working OK. But I'll spend more time looking at that. When I tested it - and got the confirmation page - it does invite me (as a customer) to LOG OFF to close the temporary account. BUT , if I later try and register again - to test it - it still prevents me from doing so, as email address already registered.

For now, I am leaving with Auto Account Creation=ON , and will just play with the wording etc to make more obvious.

Cheers,
Dan

[DrByte]

Ofcourse, the better option for PayPal Express Checkout Customers would be there is simply no account created or email stored in the system.

Not necessarily. That temporary account is there for internal reasons. The code specifically flags it as being a temporary account, and the original Zen Cart code specifically ignores those records when checking for uniqueness.

Unless I am missing something - Really, the PayPal Express Checkout button is only applicable to a new customer, making a payment by PayPal for the first time.

I can see how you'd think that, but it was designed to work just as easily for returning customers as well.

When they return to make a new purchase, they have to sign in to the account that was automatically created for them in the usual way.

No, the system will automatically log them into their existing account if it was not set as a temporary account.

As I posted earlier, you're using outdated code, so I'd consider that to be part of the culprit. I'd also be suspicious of any and all plugins/addons you've added to the site, since those change how the original code was designed to work.

Out-of-the box, ie: with a brand new install of the latest version, the problems you're describing don't occur. At least, as far as my tests show anyway.

[mrdanashton]

Hi - Just to follow up on my own post. I have also tried reverting to "Express Checkout: Automatic Account Creation = Yes" and completed a test purchase. This time, on the confirmation page, I can see a message confirming a temporary account was created, to close it - LOG OFF , which I did.

Now, maybe wrongly, I assumed this would then delete any trace of the email on the system, should I later need to purchase again.

But, when I went to register as a new customer using the same email - it again, confirms email already registered ?! - This, potentially confirms that any customer who paid by PayPal Express Checkout, can in theory, never order again from my website. Not good for my return business :-(

So, thinking as a customer 'might' if they haven't given up at this point, I then try to get the system to email me a new password for the account it thinks I should have for that email - It says a new password has been emailed, but this does not come through. (all other system emails and order confirmations do).

Thanks!
Dan