Paypal payment making customers go through steps twice

Customers are having a hard time checking out.....

Order of events...

Go to Shopping Cart - Click "checkout">

Step 2 of 3 - selecting PayPal as payment ....Click "checkout" >

Step 3 of 3 - Confirm...

Paypal log in screen... enter your login / review your paypal info and "continue"

Back to step 2 of 3 and have to hit "continue" AGAIN

Step 3 of 3 have to "confirm" AGAIN ... then the order is ready or complete.

Have you followed this thread and Removed all PayPal modules, Installed all PayPal modules and Removed any you are not using then configured the one that you are using?
http://www.zen-cart.com/forum/showthread.php?t=69769

We were totally upgraded to 1.3.7.1... and we did the remove ... install... remove IPN then configure Express... still the same issue.

Was this fixed in 1.3.8?

Ajeh:

Have you followed this thread and Removed all PayPal modules, Installed all PayPal modules and Removed any you are not using then configured the one that you are using?
http://www.zen-cart.com/forum/showthread.php?t=69769

What else to you have installed in the way of addons?

We have...

UnWishlist
Current Best Sellers
Linkpoint API
Welcome Google Searcher
Social Bookmarking/Social Shopping
Email Archive Manager
Discount Preview
Checkout Candy
Better Together
Admin Password Change

I am sure there might be another couple... but cannot pull them off the top of my head.

Thank you for responding, Kim. :)

Kim:

What else to you have installed in the way of addons?

You know, I also have the same issue, where once you click on express checkout, and log in, there is a button that says continue, when you click on continue it goes back to the store back to step 2 and then step 3 for confirmation... Somehow i never recall seeing this in 1.3.7.1 since i was able to click on the pay button in paypal express checkout, now it just goes back to step 2 and 3 before the confirmation page comes up.surely it does not seem to be as Express as it should be.. i wonder what i did wrong lol.- Im running version 1.3.8

cellmonsters:

You know, I also have the same issue, where once you click on express checkout, and log in, there is a button that says continue, when you click on continue it goes back to the store back to step 2 and then step 3 for confirmation... Somehow i never recall seeing this in 1.3.7.1 since i was able to click on the pay button in paypal express checkout, now it just goes back to step 2 and 3 before the confirmation page comes up.surely it does not seem to be as Express as it should be.. i wonder what i did wrong lol.- Im running version 1.3.8

That's exactly how it's supposed to work, and has since it was first added. There's nothing wrong there.

LOl. go figure .. lol thanks for the clarification. if this is how it should work, then its all good with me.

DrByte:

That's exactly how it's supposed to work, and has since it was first added. There's nothing wrong there.

Customers are still finding it confusing. ... conversation with customer recently who has just given up and won't purchase...

"When I complete step 2 and 3 I am being taken back to Paypal and asked for payment. I have already been along this route twice and I can't find any mention of download. It does seem strange that I have already confirmed the order through steps 1, 2 and 3, I have already paid and had confirmation that I have paid through Paypal but when I click on the return button I am being sent back to Step 1 and if I follow these through I am back to being asked to pay AGAIN.

I have cancelled my order. This is all too confusing for me. Normally, on such websites, when payment has been finalized through PayPal the shopper is returned to the download website or informed that downloads will be sent by email. A pity because I really like your stuff."

"When you come back into the store, all you have to do is confirm through step 2 and 3 and you are done.
We are sorry you are having difficulty with this. Please let us know if you have further questions."

"Hi there. Well, I tried the procedure once more and it isn't working. I go through all the steps, reach Paypal, type in my password and then have a confirmation that the purchase has been completed. When I hit the go back to shop button it takes me to my checkout list, before any "filling in" of details has been done. As far as I can see, there are no mistakes on my part. The Paypal system is telling me that it has registered the purchase but obviously it has not. I hope I will not be charged for the two attempts I have made.

I have now given up and will delete the stuff from my checkout list."

Just relaying the frustration of a customer who has given up.....

Hi,

I don't know if ksoup is experiencing the same problem as we're experiencing with our store. We currently have Zencart v1.3.8a installed and I'm testing the Paypal Express Checkout using the sandbox. I currently don't have any installed tools.

I think the problem only occurs when you login to a Zencart account before you do a checkout and Express Checkout: Require Confirmed Address is set to Yes. It loops back to 2 of 3 (Payment Information) after you login to Paypal and click on Continue and asks for payment AGAIN.

Here's what happens:

Express Checkout: Require Confirmed Address is set to Yes

1. Login to a Zencart Account
2. Select an Item and click on Checkout
3. Step 2 of 3 - Payment Information - Select Paypal as Payment Method, click Continue Checkout
4. Step 3 of 3 - Order Confirmation - Click on Confirm
5. Login to Paypal - then click Continue
6. It goes back to #3 (Step 2 of 3 Payment Information), WHICH STILL SHOWS the Payment Method section, and you start all over again.If I don't login to a Zencart account or if Express Checkout: Require Confirmed Address is set to No, I don't have any problems.

Here's what happens:

Express Checkout: Require Confirmed Address is set to No

1. Select an Item and click on Checkout
2. Step 2 of 3 - Payment Information - Select Paypal as Payment Method, click Continue Checkout
3. Step 3 of 3 - Order Confirmation - Click on Confirm
4. Login to Paypal - then click Continue
5. It goes back to #2 (Step 2 of 3 Payment Information), WITHOUT the Payment Method section, click Continue Checkout
6. Step 3 of 3 - Order Confirmation - Click on Confirm
7. Checkout Success!

I forgot that I installed the Google Checkout mod, although it's not enabled it yet.

By the way, does anybody know what password is used when the account is created in Zencart? I tried to login to the created Zencart account using the password I used in my Paypal test account but I couldn't.

nautijo:

By the way, does anybody know what password is used when the account is created in Zencart? I tried to login to the created Zencart account using the password I used in my Paypal test account but I couldn't.

The password is in the welcome email sent to the customer when their account is auto-created for them.

This is great nautijo, I will work with the settings and see if we can "get this under control"... the customers are confused. Would you think there is any (dis)advantage to the setting being no?

"Express Checkout: Require Confirmed Address is set to No"

Thank you so much for taking the time to post this! :)

nautijo:

Hi,

I don't know if ksoup is experiencing the same problem as we're experiencing with our store. We currently have Zencart v1.3.8a installed and I'm testing the Paypal Express Checkout using the sandbox. I currently don't have any installed tools.

I think the problem only occurs when you login to a Zencart account before you do a checkout and Express Checkout: Require Confirmed Address is set to Yes. It loops back to 2 of 3 (Payment Information) after you login to Paypal and click on Continue and asks for payment AGAIN.

Here's what happens:

Express Checkout: Require Confirmed Address is set to Yes

2. Login to a Zencart Account

3. Select an Item and click on Checkout

4. Step 2 of 3 - Payment Information - Select Paypal as Payment Method, click Continue Checkout

5. Step 3 of 3 - Order Confirmation - Click on Confirm

6. Login to Paypal - then click Continue

7. It goes back to #3 (Step 2 of 3 Payment Information), WHICH STILL SHOWS the Payment Method section, and you start all over again.If I don't login to a Zencart account or if Express Checkout: Require Confirmed Address is set to No, I don't have any problems.

Here's what happens:

Express Checkout: Require Confirmed Address is set to No

2. Select an Item and click on Checkout

3. Step 2 of 3 - Payment Information - Select Paypal as Payment Method, click Continue Checkout

4. Step 3 of 3 - Order Confirmation - Click on Confirm

5. Login to Paypal - then click Continue

6. It goes back to #2 (Step 2 of 3 Payment Information), WITHOUT the Payment Method section, click Continue Checkout

7. Step 3 of 3 - Order Confirmation - Click on Confirm

8. Checkout Success!

Thanks DrByte! I knew there has to be some place where I can find the password. :smile:

ksoup, I actually wanted to set the Required Confirm Address to Yes, as this can help weed out hackers that try to set up fake accounts with phony addresses (to test stolen credit cards for authorization). However, I wanted it to work also if the customer logs in to his/her account. I guess this is just a temporary workaround for us, until they can fix the problem. It would help if you can replicate the solution and then maybe we can report this as a bug.

I'm experiencing the same thing the others have reported. In my case, I've found that if the Coupon module is enabled, they'll be taken through steps 2 and 3 twice:

1. Check Out
2. Sign In or Create Account
3. "Step 2 of 3 - Payment Information" > select PayPal
4. "Step 3 of 3 - Order Confirmation"
5. User goes to PayPal and returns
6. "Step 2 of 3 - Payment Information" where they see their totals and have a chance to enter a discount code AGAIN
7. "Step 3 of 3 - Order Confirmation"
8. Success

What's VERY confusing is that the user can enter their discount coupon way back on line 3 before ever going out to PayPal. But then they come back and get the discount coupon option AGAIN, even if they already entered one earlier.

What's the point of lines 6 and 7 above? Everywhere I've shopped, you confirm the details of your order, go out to PayPal, and return to a success page.

I am seeing the same or similar problem, using 1.3.7 + June 17th patch.

Here's the path they are sent on:

Page: My Store - Shopping Cart
User has items in cart and chooses "Go to Checkout"

Page: My Store - Welcome, Please Sign In
New Customers
Have a PayPal account? Want to pay quickly with a credit card? Use the PayPal button below to use the Express Checkout option.
"Express Checkout Button" is clicked.

Page: PayPal Site - PayPal is the safer, easier way to pay
User login page. User logs in and clicks "Log In" button

Page: PayPal Site - Review your information
Please review the information below. If correct, click Continue to complete your payment on the Trancevision.com website.
User clicks "Continue"

Page: My Store - Step 2 of 3
User clicks "Continue Checkout"

Page: My Store - Step 3 of 3
User clicks "Confirm the Order"

User is sent back to PayPal again, this time to "https://www.paypal.com/us/cgi-bin/webscr", a different login screen. Even if the user logs in, nothing happens.

The password is in the welcome email sent to the customer when their account is auto-created for them.

What would cause the welcome email and password creation to fail when an account is auto-created? In other words my customer did not receive the welcome email/password when paying via PayPal EC.

1.3.8
latest PayPal patch

More frustrated customers... Will turning of PayPal express end this nonsense? Customers are abandoning their orders because it is too confusing.

Had the same problem. My solution: remove all the paypal modules and reinstall them again. It worked for me.

It is actually working as it should. If you have any thing that can be used to reduce or increase the total, they will have to go through the process again to capture the gains or reductions to the total. (ie coupons, optional insurance or credit balance, ect).

That is why I don't use PP express anymore. Too many abandoned carts. The more options you have or more clicks they have to make the better the chance of them leaving your site.