PayPal error 10417

[jsteggy]

I have customer receiving error 10417. She's tried following th suggestions with different methods from her wallet and isn't having problems on other sites. We've also had no issues with other orders.




Error message:
10417
Transaction cannot complete.
Instruct the customer to retry the transaction using an alternative payment method from the customers PayPal wallet. The transaction did not complete with the customers selected payment method.

PayPal log message
2016-02-22 10:50:29
-------------------
(live transaction) --> https://api-3t.paypal.com/nvp
Request Headers:
Array
(
[0] => Content-Type: text/namevalue
[1] => X-VPS-Timeout: 90
[2] => X-VPS-VIT-Client-Type: PHP/cURL
[3] => X-VPS-VIT-Integration-Product: PHP::Zen Cart(R) - PayPal/NVP
[4] => X-VPS-VIT-Integration-Version: 1.5.3
)


Request Parameters: {DoExpressCheckoutPayment}
Array
(
[AMT] => 58.20
[ITEMAMT] => 50.45
[SHIPPINGAMT] => 7.75
[L_NUMBER0] => TCW593s
[L_NAME0] => Crafter's Workshop - 6 x 6 - Doodled Pattern [3154]
[L_QTY0] => 1
[L_AMT0] => 4.25
[L_NUMBER1] => TCW568S
[L_NAME1] => Crafter's Workshop - 6 x 6 - Moving Vines [2202]
[L_QTY1] => 1
[L_AMT1] => 4.25
[L_NUMBER2] => TCW569S
[L_NAME2] => Crafter's Workshop - 6 x 6 - Nautical Chains [2203]
[L_QTY2] => 1
[L_AMT2] => 4.25
[L_NUMBER3] => TCW607s
[L_NAME3] => Crafter's Workshop - 6 x 6 - Octopus [3168]
[L_QTY3] => 1
[L_AMT3] => 4.25
[L_NUMBER4] => TCW472
[L_NAME4] => Crafter's Workshop - 6 x 6 - Persian Gate [663]
[L_QTY4] => 1
[L_AMT4] => 4.25
[L_NUMBER5] => TCW610s
[L_NAME5] => Crafter's Workshop - 6 x 6 - Sea Turtles [3171]
[L_QTY5] => 1
[L_AMT5] => 4.25
[L_NUMBER6] => TCW578S
[L_NAME6] => Crafter's Workshop - 6 x 6 - Whimsical Shrooms [2212]
[L_QTY6] => 1
[L_AMT6] => 4.25
[L_NUMBER7] => TXR453672
[L_NAME7] => Tim Holtz Distress Reinker Twisted Citron May Color [1858]
[L_QTY7] => 1
[L_AMT7] => 4.25
[L_NUMBER8] => TXR43393
[L_NAME8] => Tim Holtz Distress Reinker Ground Espresso August Color [2130]
[L_QTY8] => 1
[L_AMT8] => 4.25
[L_NUMBER9] => TCW611s
[L_NAME9] => Crafter's Workshop - 6 x 6 - Aquarium [3172]
[L_QTY9] => 1
[L_AMT9] => 4.25
[L_NUMBER10] => GLTTRPST 90440
[L_NAME10] => Viva Decor Glitter Paste 90ml - Holo Iridescent [2081]
[L_QTY10] => 1
[L_AMT10] => 7.95
[SHIPTONAME] => Tammy ######
[SHIPTOSTREET] => 24363 real street
[SHIPTOCITY] => Chestertown
[SHIPTOSTATE] => MD
[SHIPTOZIP] => 21620
[SHIPTOCOUNTRYCODE] => US
[BUTTONSOURCE] => ZenCart-EC_us
[RETURNFMFDETAILS] => 0
[CUSTOM] => EC-80-1456167027
[INVNUM] => 80-1456167027-[########]
[TOKEN] => EC-55D96987D3773294F
[PAYERID] => ##########
[PAYMENTACTION] => Sale
[NOTIFYURL] => https://www.#######.com/ipn_main_handler.php
[METHOD] => DoExpressCheckoutPayment
[CURRENCYCODE] => USD
[USER] => #######_api1.earthlink.net
[PWD] => ****************
[VERSION] => 61.0
[SIGNATURE] => ****************************************************3j5L
)


Response:
Array
(
[TOKEN] => EC-55D96987D3773294F
[SUCCESSPAGEREDIRECTREQUESTED] => false
[TIMESTAMP] => 2016-02-22T18:50:29Z
[CORRELATIONID] => 34cec836d1f74
[ACK] => Failure
[VERSION] => 61.0
[BUILD] => 18316154
[L_ERRORCODE0] => 10417
[L_SHORTMESSAGE0] => Transaction cannot complete.
[L_LONGMESSAGE0] => Instruct the customer to retry the transaction using an alternative payment method from the customers PayPal wallet. The transaction did not complete with the customers selected payment method.
[L_SEVERITYCODE0] => Error
[CURL_ERRORS] =>
)


DoExpressCheckoutPayment, Elapsed: 2126ms -- Failure

TOKEN=EC%2d55D96987D3773294F&SUCCESSPAGEREDIRECTREQUESTED=false&TIMESTAMP=2016%2 d02%2d22T18%3a50%3a29Z&CORRELATIONID=34cec836d1f74&ACK=Failure&VERSION=61%2e0&BU ILD=18316154&L_ERRORCODE0=10417&L_SHORTMESSAGE0=Transaction%20cannot%20complete% 2e&L_LONGMESSAGE0=Instruct%20the%20customer%20to%20retry%20the%20transaction%20u sing%20an%20alternative%20payment%20method%20from%20the%20customers%20PayPal%20w allet%2e%20The%20transaction%20did%20not%20complete%20with%20the%20customers%20s elected%20payment%20method%2e&L_SEVERITYCODE0=Error&CURL_ERRORS=

[jsteggy]

Thank you for any suggestions.
Joe

[kobra]

Transaction cannot complete.
Instruct the customer to retry the transaction using an alternative payment method from the customers PayPal wallet.

I think that this is self explanatory

[jsteggy]

I think that this is self explanatory

yes, very helpful. thanks you.

[RixStix]

We also have seen this issue more often. If it occurs with one customer, it seems that customer will have problems every time.

Customer using iPad based upon server log.
Is there any known issue with PayPal and Apple mobile devices? MrGoogle yields search results for Apple mobile devices but didn't find any answers.

PayPal indicates nothing wrong with out account setup.
PayPal indicates problem with customer's security or browser failing PayPal security checks.
Customer using iPad based upon server log.

Customer has no problem checking out on other websites using same PayPal option.

Customer attempts to checkout using PayPal credit. Error 10417
Customer changes to checkout using PayPal w/Discover card. Error 10417
Customer changes to checkout using PayPal w/Visa card. Error 10417

Customer uses checkout using Auth.net SIM on our site without a problem. To me, proves the credit card authorization is not an issue.

zencart 1.5.4
PayPal Express rev 1.5.4

[DrByte]

Interesting theory about the iPad, or browser, being the issue. Granted I've not had the problem when using any iOS devices.
You raise some compelling points. Granted, I'm not sure how Zen Cart could be changed to accommodate issues that appear to be specific to PayPal's security.

Has the same customer tried the exact same purchase from a desktop PC without the error?

In ZC 154 the 10417 error is only "handled" by Express Checkout, and reports an insufficient funds message.
In ZC 155 the 10417 error is also caught by Payments Pro, and reports "having a problem authorizing the card; please try another".

Another thing to consider: in v155 we implemented an iframe/ajax approach from PayPal called in-context-checkout. This might work better for those customers; but as I can't duplicate the problem I can't be certain; I just know it uses some slightly different factors so could potentially work better on mobile devices (since that's what in-context was designed for).

[RixStix]

TNX DrByte,

Sorry I misread the thread title 10410 vs 10417.

I have a note to the customer who has been able to repeat the problem asking if she was willing to assist in troubleshooting and if so, make a purchase using a desktop computer.

The first payment attempt was using PayPal's "Bill me Later" feature without any specific credit card entry.

The insufficient funds type message can be disturbing to customers, especially when the same payment method is used elsewhere without a problem.

I remember quite a while back that Apple devices were shipped with cookies disabled by default. Enabling cookies helped then.

Currently waiting on customer's willingness to assist.