10736 A match of the Shipping Address failed

[faze3]

When you get an email to inform you of a Paypal Express checkout error with the following information:

10736
Shipping Address Invalid City State Postal Code
A match of the Shipping Address City, State, and Postal Code failed.

Zen Cart message: The address information you entered does not appear to be valid or cannot be matched. Please select or add a different address and try again.

Is this a site problem or a customer problem?

Thanks.

Alan.

[VDecalS]

I've always found this to be a customer error. You can look up their address on the USPS site: https://tools.usps.com/go/ZipLookupAction!input.action
You can correct the address in the customer's account, but may need to send an email to them (because they've given up trying to purchase).

[faze3]

Thought it might be. I often find that Paypal Express gives rather strangely formatted addresses (often a double address line show) so wasn't sure.

[DrByte]

It's more likely that the customer entered an abbreviation that PayPal doesn't recognize.
PayPal attempts to verify that the provided address actually exists, per various carrier databases. If it doesn't recognize the abbreviations the customer entered, then it may reject it.

That's what's going on in 90% of the cases when the 10736 error occurs. It's very common with European addresses since they don't follow the typical North American address structure, and people put County names into City fields, and Country names into State fields, etc, which won't match PayPal's interpretation for address verification.

[faze3]

But if the customer is using PayPal Express haven't PayPal already verified the address as the details are coming from PayPal to the site rather than the other way round?

[DrByte]

Don't assume that everyone using PayPal to checkout is using it without first having an account in your store. If they add/change the address inside your store and then commence checkout, that address is passed to PayPal, and PayPal will attempt to validate it.