Suddenly my customers outside US unable to checkout with Paypal

[devichand]

Hi,

I am located in India. Checkout was working fine until 2 weeks back.Recently many customers from UK and Australia reported that they are unable to checkout through Paypal. They are taken to the Paypal page and asked to enter card details, but transaction is declined. Customers from US are able to check out without any difficulty. I have "none' as the zone option in Paypal module. so that shouldnt be the problem. Could someone help please?

Thanks!

[DrByte]

If PayPal is declining the transaction, you will need to ask them for the reason why. www.paypal.com/mts

[devichand]

Thank you, Dr.Byte!

I received the following in the log email :

getLineItemDetails 1
paypalwpp
Not using default currency. Thus, no line-item details can be submitted.

Would the rest of the log email be helpful?

I am not sure what this means. I have already emailed Paypal tech support for help with this issue.
Payments were going through without any trouble till two weeks back, not sure if something i changed created this error.

[DrByte]

Log "files" are more useful than the emails:

The PayPal_CURL-xxxxxx.log files will likely be the most useful in understanding what PayPal is sending back with the transaction. Especially the 3rd one for an EC transaction: DoExpressCheckoutPayment, or the 1 from a Payments Pro payment.

More info: http://www.zen-cart.com/showthread.p...Logging-PayPal

[devichand]

Hi,

Thank you!
I am receiving only two log files for every failed transaction : PayPal_CURL-xxxxxx.log and paypalwpp_xxxxxxxx.log
They are given here, I hope this helps:

PayPal_CURL-xxxxxx.log:
2012-08-08 10:35:29
-------------------
(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: 1.5.0
)


Request Parameters: {SetExpressCheckout}
Array
(
[CURRENCYCODE] => GBP
[LOCALECODE] => US
[GIFTMESSAGEENABLE] => 0
[GIFTRECEIPTEENABLE] => 0
[GIFTWRAPENABLE] => 0
[GIFTWRAPNAME] =>
[GIFTWRAPAMOUNT] => 0
[BUYEREMAILOPTINENABLE] => 0
[CUSTOMERSERVICENUMBER] =>
[BRANDNAME] => Maveli With Love
[PAYMENTACTION] => Sale
[ALLOWNOTE] => 1
[LANDINGPAGE] => Billing
[NOSHIPPING] => 0
[AMT] => 11.41
[RETURNURL] => http://www.maveliwithlove.com//ipn_m...er.php?type=ec
[CANCELURL] => http://www.maveliwithlove.com//index...rt&ec_cancel=1
[PAGESTYLE] => Primary
[METHOD] => SetExpressCheckout
[USER] => maveli_api1.maveliwithlove.com
[PWD] => ****************
[VERSION] => 61.0
[SIGNATURE] => ****************************************************Wn8A
)


Response:
Array
(
[TOKEN] => EC-33Y70676EH1315214
[TIMESTAMP] => 2012-08-08T16:35:29Z
[CORRELATIONID] => 5ee87400b389c
[ACK] => Success
[VERSION] => 61.0
[BUILD] => 3386080
[CURL_ERRORS] =>
)


SetExpressCheckout, Elapsed: 481ms -- Success



paypalwpp_xxxxxxxx.log

Aug-08-2012 10:35:18 (1344443718)
getLineItemDetails 1
Not using default currency. Thus, no line-item details can be submitted.
=================================

Aug-08-2012 10:35:20 (1344443720)
ec_step1 - 1
Checking to see if we are in markflow
cart contents: physical

NOTE: $this->showPaymentPage = 1
Customer ID: 0
Session Data: Array
(
[securityToken] => bf9c394d444a7cfa8df18be01975f0aa
[customers_host_address] => host81-141-92-19.wlms-broadband.com
[cartID] =>
[cart] => shoppingCart Object
(
[contents] => Array
(
[939:3b452f710923e9c7ffb5951ce531e550] => Array
(
[qty] => 1
[attributes] => Array
(
[48] => 66
)

)

)

[total] => 951
[weight] => 0.75
[cartID] => 05151
[content_type] => physical
[free_shipping_item] => 0
[free_shipping_weight] => 0
[free_shipping_price] => 0
)

[check_valid] => true
[language] => english
[languages_id] => 1
[languages_code] => en
[currency] => GBP
[today_is] => 2012-08-08
[updateExpirations] => 1
[session_counter] => 1
[customers_ip_address] => 81.141.92.19
[valid_to_checkout] => 1
[cart_errors] =>
[new_products_id_in_cart] =>
[payment] => paypalwpp
[cot_gv] => 0
)

=================================

Aug-08-2012 10:35:22 (1344443722)
ec-step1-addr_check
cart content is not all virtual (or customer is not logged in) ... therefore will be submitting address details
=================================

Aug-08-2012 10:35:24 (1344443724)
getOverrideAddress - 4
not logged in and not in markflow mode - nothing to override
=================================

Aug-08-2012 10:35:27 (1344443727)
ec-step1-addr_check3
address details from override check: <NONE FOUND>
=================================

Aug-08-2012 10:35:28 (1344443728)
ec_step1 - 2 -submit
Array
(
[CURRENCYCODE] => GBP
[LOCALECODE] => US
[GIFTMESSAGEENABLE] => 0
[GIFTRECEIPTEENABLE] => 0
[GIFTWRAPENABLE] => 0
[GIFTWRAPNAME] =>
[GIFTWRAPAMOUNT] => 0
[BUYEREMAILOPTINENABLE] => 0
[CUSTOMERSERVICENUMBER] =>
[BRANDNAME] => Maveli With Love
[PAYMENTACTION] => Sale
[ALLOWNOTE] => 1
[SOLUTIONTYPE] => Sole
[LANDINGPAGE] => Billing
[NOSHIPPING] => 0
[AMT] => 11.41
[RETURNURL] => http://www.maveliwithlove.com//ipn_m...er.php?type=ec
[CANCELURL] => http://www.maveliwithlove.com//index...rt&ec_cancel=1
)

=================================

[DrByte]

If you're not getting the 2nd CURL log then that means the customer is aborting before even signing in to PayPal and agreeing to proceed with having PayPal handle the transaction.
Your store isn't attempting to actually charge their account or their credit card until the THIRD stage (DoExpressCheckoutPayment) which would be shown in the 3rd CURL file.

So, unless PayPal is displaying some sort of error or refusal to the customer and the customer is simply leaving (which you can I can do nothing about without knowing specific details of such messages), it would appear as though the customer is simply getting stage fright and leaving.

If it's something else, then you'll need to work with PayPal MTS to find out what exactly is happening to the customer while they're on the PayPal site before coming back to your store (via GetExpressCheckoutDetails and DoExpressCheckoutPayment steps) to authorize the actual final payment.

[devichand]

I just received this email from a customer :

"problem i faced - billing address was melbourne
shipping address was india
but paypal just would not accept this
regards "

Shipping is free within India. So it is possible that the customers are leaving because they are attempting to ship to India, but are being charged for their country rates.

[devichand]

Looks like it was a totally different problem. It was just a coincidence that most of my customers who tried to ship to India was located in Australia and UK. A US customer just told me they could not check out with Indian delivery address. Is there something I can do to let customers order with a different shipping address (outside their country)?

[DrByte]

PayPal imposes certain restrictions around addresses outside the country of the account-holder's own country. Best to contact PayPal directly to get the clarity you're seeking