10417 errors

[laisunshine]

Hello,
Is there a way to see what customer created this error? I have this error in my log file once. And I have error 10417 about eight times. Any suggestions would be helpful. I am trying to get an answer from Paypal too.

[DrByte]

If your PayPal Debug Logging is enabled, the logs will show the details of the attempted transactions.

[laisunshine]

I have the Paypal Debug alerts on but they don't say what customer is causing it. This is what the email says.

To: "email" <[email protected]>
Sent: Tuesday, November 10, 2009 12:12 PM
Subject: ALERT: PayPal Express Checkout Error (10417)


> 10417 Transaction cannot complete. - The transaction cannot complete
> successfully. Instruct the customer to use an alternative payment method.


Then there are several more only minutes apart. Am I missing more info? Thanks!

[DrByte]

The "alerts" option will only give you those failure notices.
Turn on log-to-file, and then you'll get logs generated for all transactions taking place.
http://www.zen-cart.com/forum/showthread.php?t=61199

[laisunshine]

I don't have the option to "log to file". I have "log to email" or "log file". I have "log file" chosen. I will check out to see what I can find in the logs folder. Thanks!

Also I have this customer that keeps trying to make a purchase and can't. She says that she has sufficient funds and has tried 2 different cards and the store or paypal won't accept it. Is the customer being flagged for trying so many times? I made 2 purchases and they went through with no issues. Any suggestions? I think that this customer is causing the error mentioned above.

[laisunshine]

I looked for the logged error file with the customer that is having issues and I can't find her name in any of the error files. I see purchases made by customers from my client's ebay store and customers that made purchases on the website.
In the log folder, all I am seeing is ipn files and paypal_action and paypal_CURL files. I didn't even see logged files mentioning what my client gets for email errors. I am confused. I hope that makes sense.

[laisunshine]

Ok I found the logged error files that mention my customer that is having issues. There are 4 files; 2 Paypal_Action_EC log files and 2 Paypal_CURL_EC log files. I am not used to reading this kind of stuff but from what I understand is that the code is saying:

She is using Paypal express checkout
Error code 10417: Transaction cannot be completed. Instruct customer to use alternative payment method.

So even though she said that her cards are ok, they must not be? What do I tell this customer? She is angry. Help!

[DrByte]

The ipn_ files are logs of the communications coming back from PayPal.
The paypal_CURL files are the transactions being sent TO PayPal, along with their success/failure codes ... You'll see the customers' details in there.

[laisunshine]

I found the customer details. And she is the one creating the error 10417. She insists that her card is fine. Is this something that I need to ask Paypal? She has tried several times. Thanks for the help!

[DrByte]

PayPal is the one who is declining her card. Ask *them* why.