paypal express problem? funds not collected

[slik666]

I have all the new updates too paypal express and i have run three different test buys on my sight and after hitting the continue button in paypay it takes me back to the site say thank you for your buisness the order is in my admin but there is no confirmation of funds recieved in paypal or in the cart . Am i missing somethin here. i have talked too paypal they said they dont know what it is either.

In other words the order is goin through but no funds are being charged too the customer.

[DrByte]

Very odd.

In your Zen Cart admin, what does the completed order show as the payment method used?
Does it show a transaction number in the order comments?

[slik666]

it said i used a credit card but there is no transaction number anywhere

[njf]

We have PayPal set up as our credit card transaction processor on all 4 of our stores. Most of the time it works fine. But sometimes during checkout, after the customer has gone to pay using a credit card, and has filled out all the information, including credit card info, they receive this message:

"The credit card you entered cannot be used for this payment. Please enter a different credit card number"

There is no other error message, no indication of what it does not like about that credit card.

In all cases, the credit card is good, is used for other online payments, is used on a regular basis at grocery stores, department stores, etc. PayPal has not given us any information about what would cause this error.

Has anyone else seen this error? If so, any idea what causes it, and what it is about the card that PayPal does not like?



We're losing business, and considering switching from PayPal to another credit card processor if we can't figure this out.

[Ajeh]

Credit Card information for PayPal is done on the PayPal site ...

Do you also have a credit card Payment Module installed that is confusing the customer?

[njf]

They are actually on the PayPal site when they receive this error.

[njf]

We don't have a credit card payment module installed. Just PayPal.

[Ajeh]

Perhaps this would be best asked of PayPal to see what is happening on their site when credit cards are entered ...

[Pixxi]

I (vaguely) remember coming across this some time back when testing a Paypal payment module.

I can't remember the exact situation, but could it perhaps be (wild guess) that the credit card in question has already been used (ie. registered with Paypal) to open a Paypal account?

[njf]

We appreciate the responses. We have checked with PayPal, and they are very vague about just what would cause this error. Of course I realize they can't give information about the customer's transaction to us, but was hoping for a reason for this particular message. Here's the response we received:

To provide one of the safest online payment services, PayPal reviews every transaction before it is approved, and occasionally, we must limit funding options or decline a payment. These decisions consider every aspect of the transaction, including the merchant's settings and PayPal's statistical models. From time to time, these complex security measures may affect some accounts in good standing.

They have suggested we have the customer contact them about the specific incident. We will see if the customer will do that, but the customer is a bit turned off by the hassle involved, since their card works on other merchant's sites.

As to having the card associated with a PayPal account, the customer indicates that is not the case. I've seen that happen, but the message then indicates the problem is because the credit card is associated with the PayPal account, and they must either use another credit card, or log into their PayPal account.

Thanks for the suggestions. If we do find the actual cause, we'll post it here.