10417 errors

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.

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

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!

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

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.

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.

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!

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.

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!

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

I tried using the online support at https://ppmts.custhelp.com but they said that I would have talk to Merchant Solutions. I am going to call them as soon as I hear from my client. I never seem to get a straight answer from Paypal.

I also saw another forum thread (
http://www.zen-cart.com/forum/showthread.php?t=124293) that talks about the same error number and in the one of Paypal CURL log the array responds with a failure. So I am thinking that this whole thing is the customer's card.

Thanks for your help. I really appreciate it!:D

Yes, 10417 errors are problems with the customer's card / financing / account.
There's nothing that you can do about the matter.

I receive the 10417 error at least once a day.
I finally got sick of it and called PayPal. They were no help at all.
They wanted to know the customers details, which of course I don't have because I lost the sale because of the error.

When a customer does contact us, I usually tell them to close their browser, wait 20 minutes and then try again. Soon after I see their order come through. Assuming that they used the same financial info, the problem is clearly a PayPal issue.

Hello there,
I have just had this error but my customer managed to pay. It happened to me few weeks ago but that customer managed to pay as well. so that's payPal issue? I cannot do nothing about it? It happened to me only twice but I am a little worried about it.

Yes, it's a PayPal issue.

Dr Byte, thank you:smile:

I recently encountered this error when the Paypal Express module was configured to require a confirmed Paypal Address, but the shipping address chosen during checkout did not match the verified address chosen in Paypal.

There were no changes on the Paypal account (using a Paypal balance) and when the zen cart address was modified to match the verified Paypal Address, the transaction completed normally.

I imagine disabling the verified address requirement would work around this issue, but could result in purchases not eligible for Paypal Seller Protection.