Displaying Errors from Paypal to customers

Okay, ive searched all over for some help but not found much. I have had a flood of calls recently about customers who try to checkout using Paypal Express Checkout keep being sent back to our shipping page with no explaination. When i view the logs its the 10417 error instructing them to use a new or different payment method. I understand the reason for the error, basically means they dont have a good payment source on file but when it keeps sending teh customer back to our site it doesnt display any error message to the customer so they are lost and get frustrated. So how can i display the exact paypal error or customize it to display based on the response from paypal so they can at least see there is an issue?

Kamino84:

Okay, ive searched all over for some help but not found much. I have had a flood of calls recently about customers who try to checkout using Paypal Express Checkout keep being sent back to our shipping page with no explaination. When i view the logs its the 10417 error instructing them to use a new or different payment method. I understand the reason for the error, basically means they dont have a good payment source on file but when it keeps sending teh customer back to our site it doesnt display any error message to the customer so they are lost and get frustrated. So how can i display the exact paypal error or customize it to display based on the response from paypal so they can at least see there is an issue?

Hi, i've the same problem, the customer failed transaction on paypal cameback on zen cart (first step buy), without any error message or explain what happen. Someone can help us ??
Best Regards
Ferruccio Mantovani

Bump Bump

In Zen Cart v1.3.8, the 10417 error is trapped and an explanation shown to the customer:

PayPal was unable to successfully fund this transaction. Please choose another payment option or review funding options in your PayPal account before proceeding.

DrByte:

In Zen Cart v1.3.8, the 10417 error is trapped and an explanation shown to the customer:

What file is that error tripped in cause its not showing on our site to the customers for some reason?

Kamino84:

What file is that error tripped in cause its not showing on our site to the customers for some reason?

I might have answered my own question. It seems customers are sent back to the checkout_shipping page when this error occurs and this line was missing from my checkout_shipping template file:

Would that be why no errors were showing for paypal?

Yes, if you've removed core code that handles error processing, naturally your customers aren't going to see the messages.
In your case, that line will affect errors related to checkout, whether paypal or not.

I never noticed that missing line before until you mentioned that its suppose to display the error. Then i did some digging and found that one line missing. Thanks for helping me with my stupidity lol, at least now i know.

Which file is this code mentioned suppose to be located in? I checked tpl_checkout_shipping_default.php and I found the line of code listed their, but my customer is still being sent back to choosing shipping without error notification.

I have been notified by some of my customers that when they attempt to use Paypal express, they are sent back to shipping method. After talking to one of my customers, it turned out that they had errors with their source of payment (ie credit cards, bank cards etc) From what I have gathered from reading a few posts here, My customers should receive some type of error message, but it is not showing up. How can I fix zen-cart so that this error shows up for customers to see?

Check your tpl_checkout_shipping_default.php page. The message displayed will say that they are unable to approve the payment, the customer may not consider that an "error" but Paypal has told me, for reasons they cannot say, that they will decline a payment if they feel it is potentially fraud and give no further reason. 2 top reasons for the error mention here are:

1. They choose to ship to an address other then their default, confirmed or billing address
2. They added a new credit card to the account that they are just now using.

If 1 is the reason, have them choose their default address, process the order and call you back to change it to a different address if you want, but remember if you do that you run the risk of not being able to take part in paypals protection against chargebacks.

Kamino84:

Check your tpl_checkout_shipping_default.php page. The message displayed will say that they are unable to approve the payment, the customer may not consider that an "error" but Paypal has told me, for reasons they cannot say, that they will decline a payment if they feel it is potentially fraud and give no further reason. 2 top reasons for the error mention here are:

1. They choose to ship to an address other then their default, confirmed or billing address
2. They added a new credit card to the account that they are just now using.

If 1 is the reason, have them choose their default address, process the order and call you back to change it to a different address if you want, but remember if you do that you run the risk of not being able to take part in paypals protection against chargebacks.

I checked and the code is their however I have:

Express Checkout: Require Confirmed Address
Do you want to require that your customers use a confirmed address when choosing their shipping address in PayPal?

Set to no. Could that be why the message is not showing up?

Have you tried testing your paypal checkout to see if you can reproduce an error and see what it displays?

Also have you checked the logs to see what if any error the customers are suppose to be seeing?

Has anyone figured out how to resolve this? I'm getting the same error after setting up paypal express.
THANKS!
Jax

jax_deity:

Has anyone figured out how to resolve this? I'm getting the same error after setting up paypal express.
Which specific error?

I'm getting the following error when I attempt to use paypal express.
PayPal was unable to successfully fund this transaction. Please choose another payment option or review funding options in your PayPal account before proceeding. (Transaction cannot complete.)

I've configured both paypal payment modules and tested it with my own paypal account. I've used paypal for these type of payments on other sites before with no problem
http://www.serioustackle.net/cart is the site
Thanks!
Jax

PayPal is the source of the error message, and it is them who are declining your funding instrument.
They are going to have to help you sort out why they are rejecting the card/account.
https://www.paypal.com/mts

Makes sense. Thanks for your assistance!
Jax

Dunno if this makes any difference.. But I have one client with three sites all getting what appears to be an unusual amount of 10417 errors. Most of these clients end up sending her money and their order details via the PayPal "Send Money" feature, or they send her an e-mail with their order and she sends them a PayPal invoice. None of these clients have trouble with their payment going through using these outside the cart payments..

So I started looking at the logs for these transactions and compared her PayPal Express settings to those for all of my other clients using PayPal Express.. (since no other client except her is having this issue) Turns out that some of the settings I have for all my other clients differ slightly than the client experiencing the issues..

Here's her settings:

Express Checkout: Require Confirmed Address
Yes

Express Checkout: Select Cheapest Shipping Automatically
Yes

Express Checkout: Skip Payment Page
Yes

Express Checkout: Automatic Account Creation
No

Here's how I have set this up for all of my other clients..

Express Checkout: Require Confirmed Address
No

Express Checkout: Select Cheapest Shipping Automatically
No

Express Checkout: Skip Payment Page
No

Express Checkout: Automatic Account Creation
Yes

Now I don't know if something in these settings is contributing to the issue, but I thought it wouldn't hurt to ask.. What I do know is that none of my other clients are having ANY issue with PayPal Express..

DrByte:

PayPal is the source of the error message, and it is them who are declining your funding instrument.
They are going to have to help you sort out why they are rejecting the card/account.
https://www.paypal.com/mts

I am needing to revisit this because i thought i fixed it but it doesnt seem like i did. The paypal log says this:

Response:
Array
(
    [TIMESTAMP] => 2011-01-20T20:04:45Z
    [CORRELATIONID] => 77f734775f1db
    [ACK] => Failure
    [VERSION] => 2.3
    [BUILD] => 1646991
    [L_ERRORCODE0] => 10422
    [L_SHORTMESSAGE0] => Customer must choose new funding sources.
    [L_LONGMESSAGE0] => The customer must return to PayPal to select new funding sources.
    [L_SEVERITYCODE0] => Error
    [CURL_ERRORS] =>
)

Now i have zen-cart 1.3.7 and i do intend to upgrade at a later time but currently the cart has been modified incorrectly for custom stuff that i cannot upgrade it as is without starting over. So what i need to know is why the error message isnt displaying on the page. Paypal is sending the customer back to our checkout_payment page and no error is displayed but i checked and see that the following lines are at the top of the checkout_payment file:

So how can i debug the paypal payment module to see why the error isnt making it there or can you tell me what in 1.3.8 was changed to make sure it was displayed?

I did check paypalwpp.php and did find this catch for the error:

      // if funding source problem occurred, must send back to re-select alternate funding source
      if ($response['L_ERRORCODE0'] == 10422) {
        $paypal_url = $this->getPayPalLoginServer();
        zen_redirect($paypal_url . "?cmd=_express-checkout&token=" . $_SESSION['paypal_ec_token']);
        die();
      }

But it doesnt seem like that message is getting back to our page.