Any idea why this PayPal transaction failed? LOG INCLUDED

[Jeff_Mash]

I just had a customer tell me that they cannot checkout via PayPal. Here is the debug file. Can you see why it may have failed and let me know?


Aug-06-2017 12:59:06 (1502049546)
getLineItemDetails 5
Line-item subtotals do not add up properly. Line-item-details skipped.
99.37 99.37 Array
(
[AMT] => 99.38
[ITEMAMT] => 99.38
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
[L_NUMBER0] => DVCOINRING
[L_NAME0] => The Vault - Shape Shifter by Shin Lim and Riccardo Negroni video DOWNLOAD [24862] Download File #1: (Access Immediately After P
[L_QTY0] => 1
[L_AMT0] => 9.95
[L_NUMBER1] => CARDSBIC809_RED
[L_NAME1] => Bicycle Playing Cards 809 Mandolin Red by USPCC [11440]
[L_QTY1] => 1
[L_AMT1] => 2.21
[L_NUMBER2] => CARDSBIC809_BLU
[L_NAME2] => Bicycle Playing Cards 809 Mandolin Blue by USPCC [11743]
[L_QTY2] => 1
[L_AMT2] => 2.21
[L_NUMBER3] => ABSOLUTEZERO
[L_NAME3] => Absolute Zero (Gimmick and Online Instructions) by SansMinds - Trick [23404]
[L_QTY3] => 1
[L_AMT3] => 85
)

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

Aug-06-2017 12:59:06 (1502049546)
getLineItemDetails 7 - subtotal comparisons
BEFORE line-item calcs: Array
(
[AMT] => 99.38
[ITEMAMT] => 99.38
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
)
AFTER doing line-item calcs: Array
(
[AMT] => 99.38
[ITEMAMT] => 99.38
[TAXAMT] => 0
[SHIPPINGAMT] => 0
[SHIPDISCAMT] => 0
[HANDLINGAMT] => 0
[INSURANCEAMT] => 0
[L_NAME0] => All the items in your shopping basket (see details in the store and on your store receipt).
[L_AMT0] => 99.38
)

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

Aug-06-2017 12:59:06 (1502049546)
getLineItemDetails 8
checking subtotals...
Array
(
[calculated total] => 99.38
[AMT] => 99.38
[ITEMAMT] => 99.38
)

-------------------
difference: 0 (abs+rounded: 0)
=================================

Aug-06-2017 12:59:06 (1502049546)
getLineItemDetails 10
subtotals balance - okay
=================================

Aug-06-2017 12:59:06 (1502049546)
ec_step1 - 1
Checking to see if we are in markflow
cart contents: mixed

NOTE: $this->showPaymentPage = 1
Customer ID: 27055
Session Data: Array
(
[securityToken] => aede7d7a68dc432116b9c0ad3275850d
[customers_host_address] => 75-170-135-171.desm.qwest.net
[cartID] => 84384
[cart] => shoppingCart Object
(
[contents] => Array
(
[24862:1bfc0f3a325982a21128e24e8b0d95fd] => Array
(
[qty] => 1
[attributes] => Array
(
[3] => 16
)

)

[11440] => Array
(
[qty] => 1
)

[11743] => Array
(
[qty] => 1
)

[23404] => Array
(
[qty] => 1
)

)

[total] => 99.37
[weight] => 1.05
[cartID] => 84384
[content_type] => mixed
[free_shipping_item] => 1
[free_shipping_weight] => 0
[free_shipping_price] => 9.95
[download_count] => 0
[total_before_discounts] => 100.85
[display_debug_messages] =>
[flag_duplicate_msgs_set] =>
)

[check_valid] => true
[language] => english
[languages_id] => 1
[languages_code] => en
[currency] => USD
[today_is] => 2017-08-06
[updateExpirations] => 1
[session_counter] => 1
[customers_ip_address] => 75.170.135.171
[achievementClaimed] => 0
[totalAchievement] => 0
[refreshAchievement] => 0
[new_products_id_in_cart] =>
[valid_to_checkout] => 1
[cart_errors] =>
[customer_id] => 27055
[customer_default_address_id] => 36648
[customers_authorization] => 0
[customer_first_name] => John
[customer_last_name] => xxxxxxx
[customer_country_id] => 223
[customer_zone_id] => 25
[messageToStack] =>
[sendto] => 36655
[payment] => paypalwpp
[shipping] => Array
(
[id] => freeoptions_freeoptions
[title] => Free Shipping Options (Free Shipping (9-13 Days))
[cost] => 0
)

[comments] => Stand on one leg while packaging shipment.
[billto] => 36648
[cot_gv] => 0
[REWARD_POINTS_EARNED] => 4
[paypal_ec_markflow] => 1
)

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

Aug-06-2017 12:59:06 (1502049546)
ec-step1-addr_check
cart content is not all virtual (or customer is not logged in) ... therefore will be submitting address details
=================================

Aug-06-2017 12:59:06 (1502049546)
getOverrideAddress - 4
not logged in and not in markflow mode - nothing to override
=================================

Aug-06-2017 12:59:06 (1502049546)
ec-step1-addr_check3
address details from override check: <NONE FOUND>
=================================

Aug-06-2017 12:59:06 (1502049546)
ec_step1 - 2 -submit
Array
(
[AMT] => 99.38
[ITEMAMT] => 99.38
[L_NAME0] => All the items in your shopping basket (see details in the store and on your store receipt).
[L_AMT0] => 99.38
[CURRENCYCODE] => USD
[LOCALECODE] => US
[GIFTMESSAGEENABLE] => 0
[GIFTRECEIPTEENABLE] => 0
[GIFTWRAPENABLE] => 0
[GIFTWRAPNAME] =>
[GIFTWRAPAMOUNT] => 0
[BUYEREMAILOPTINENABLE] => 0
[CUSTOMERSERVICENUMBER] =>
[BRANDNAME] => MJM Magic
[PAYMENTACTION] => Sale
[ALLOWEDPAYMENTMETHOD] => InstantPaymentOnly
[ALLOWNOTE] => 1
[SOLUTIONTYPE] => Sole
[LANDINGPAGE] => Billing
[NOSHIPPING] => 0
[EMAIL] => john.xxxxxxxxx##########################
[SHIPTOPHONENUM] => 5157782012
[RETURNURL] => https://www.mjmmagic.com/store/ipn_main_handler.php?type=ec
[CANCELURL] => https://www.mjmmagic.com/store/index.php?main_page=checkout_shipping&ec_cancel=1
)

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

[Jeff_Mash]

The only information the customer gave me was saying this:

"On the Final Step, I hit 'confirm the order' and it takes me to this page - This page isn’t working

www.paypal.com didn’t send any data.
ERR_EMPTY_RESPONSE"

So by looking at that log file above, I notice a couple of things that need explaining.

I noticed that the Line Item total was $0.01 off from the calculated total. Would that cause it to fail?

I also noticed that this order was a combination of virtual and physical products, and my virtual product was accidentally configured to say:
- Yes, Skip Shipping Address##
- and Yes, Always Free Shipping##

Perhaps that combination with physical items caused a problem?

If anyone can decipher that log file above and let me know why the customer said it was failing, that would be a big help!

[DrByte]

The "off by $0.01" issue was taken care of by the module. So that's not related.

Sorting out the shipping config for that product is probably a useful consequence of investigating the issue.


For "On the Final Step, I hit 'confirm the order'", what's supposed to happen is your store talks to PayPal in the background and once the valid payment is completed, takes the customer to checkout_success.
If your PayPal module's Logging setting is set to "Log To File", then in your /logs/ folder will be a PayPal_CURL_xxxxxxx.log file, which shows all the parameters sent to PayPal, and the response. You didn't quote that one. Need to understand what's going on there.
(In fact, for Express Checkout there are 3 CURL files per transaction. For Payments Pro there is 1)

You quoted another diagnostic file which merely shows how PayPal calculated the transmission details while attempting to determine line-item display etc. While that's helpful for "some" aspects, only the data in the PayPal_CURL_xxxxxxx.log files actually captures what happened while sending the transaction to PayPal and the response received.


Or maybe the whole thing really comes down to this? (grin)
[comments] => Stand on one leg while packaging shipment.

[Jeff_Mash]

If your PayPal module's Logging setting is set to "Log To File", then in your /logs/ folder will be a PayPal_CURL_xxxxxxx.log file, which shows all the parameters sent to PayPal, and the response. You didn't quote that one. Need to understand what's going on there.
(In fact, for Express Checkout there are 3 CURL files per transaction. For Payments Pro there is 1)

I only saw one CURL log for this particular transaction.........and this is what it is. Does that tell you anything about why it may have failed? It's all Greek to me!

2017-08-06 12:59:07
-------------------
(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: 1.5.4
)


Request Parameters: {SetExpressCheckout}
Array
(
[AMT] => 99.38
[ITEMAMT] => 99.38
[L_NAME0] => All the items in your shopping basket (see details in the store and on your store receipt).
[L_AMT0] => 99.38
[CURRENCYCODE] => USD
[LOCALECODE] => US
[GIFTMESSAGEENABLE] => 0
[GIFTRECEIPTEENABLE] => 0
[GIFTWRAPENABLE] => 0
[GIFTWRAPNAME] =>
[GIFTWRAPAMOUNT] => 0
[BUYEREMAILOPTINENABLE] => 0
[CUSTOMERSERVICENUMBER] =>
[BRANDNAME] => MJM Magic
[PAYMENTACTION] => Sale
[ALLOWEDPAYMENTMETHOD] => InstantPaymentOnly
[ALLOWNOTE] => 1
[LANDINGPAGE] => Billing
[NOSHIPPING] => 0
[EMAIL] => john.xxxxxx##########################
[SHIPTOPHONENUM] => 5157782012
[RETURNURL] => https://www.mjmmagic.com/store/ipn_main_handler.php?type=ec
[CANCELURL] => https://www.mjmmagic.com/store/index.php?main_page=checkout_shipping&ec_cancel=1
[PAGESTYLE] => Primary
[METHOD] => SetExpressCheckout
[USER] => customerservice_api1.mjmmagic.com
[PWD] => ****************
[VERSION] => 61.0
[SIGNATURE] => ****************************************************vHb3
)


Response:
Array
(
[TOKEN] => EC-4PW16302EF188845U
[TIMESTAMP] => 2017-08-06T19:59:07Z
[CORRELATIONID] => b3405f25e484
[ACK] => Success
[VERSION] => 61.0
[BUILD] => 000000
[CURL_ERRORS] =>
)


SetExpressCheckout, Elapsed: 659ms -- Success

[DrByte]

No, that log only confirms what we already know: they started checkout with Express Checkout.

An Express Checkout transaction has 3 stages:
1. Customer clicks the orange Express Checkout button. This triggers a SetExpressCheckout transaction to PayPal, basically a request for the customer to log in.
2. When the customer returns from PayPal login to your store, your store sends a GetExpressCheckoutDetails request to PayPal, which returns address info.
3. Then after your customer clicks the "Confirm Payment" button in your store, your store sends a DoExpressCheckout transaction, which is what actually does the payment and moves money from their account to yours. The customer is then sent to the checkout_success page.

If you have SetExpressCheckout logs, but no GetExpressCheckoutDetails logs, then the customer aborted checkout via PayPal.

If you have GetExpressCheckoutDetails but don't have DoExpressCheckout, then the customer "did login to PayPal", but either aborted actually paying, or paid using a different payment method.