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RhinoGroup
#1 Posted : Tuesday, August 22, 2017 10:42:18 AM(UTC)
RhinoGroup

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Joined: 7/31/2013(UTC)
Posts: 9

We have a customer running BV 2015.2.1.1206 that has had several instances of customers placing orders using PayPal Express checkout where the transaction is completed, but the IsPlaced, StatusCode, and StatusName never get updated to Complete status.

There is a valid EC-XXXX PayPal transaction id set in the order record, though.

The only oddity I notice is that it seems the transaction is first declined using credit card (PayPal Pro), then the user switches to Express Checkout.


The log is riddled with these messages:

[Charge] Error for order number 33661: This transaction couldn't be completed. Please redirect your customer to PayPal. Third Party Order Id: EC-XXXX

Then it finally succeeds with a:
[Charge] Success for order number 33661: Paypal Express Payment Charged Successfully. Third Party Order Id: EC-XXXX Third Party Transaction Id: ABC123 Amount: $409.98

Followed by several:
[Charge] Error for order number 33661: This transaction cannot be processed. The amount to be charged is zero.
Third Party Order Id: EC-XXXX


Any ideas what could be causing this failure to update the order status?
Aaron
#2 Posted : Tuesday, August 22, 2017 11:18:49 AM(UTC)
Aaron

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Originally Posted by: RhinoGroup Go to Quoted Post
We have a customer running BV 2015.2.1.1206 that has had several instances of customers placing orders using PayPal Express checkout where the transaction is completed, but the IsPlaced, StatusCode, and StatusName never get updated to Complete status.

Is this an ongoing issue or something that just started yesterday? The reason I ask is that PayPal has reported problems starting yesterday that, as of this moment, have not been fully resolved. However, it does not sound like the error you are reporting matches the one that they are reporting.

Originally Posted by: RhinoGroup Go to Quoted Post
There is a valid EC-XXXX PayPal transaction id set in the order record, though.

The EC token is gotten before redirecting to PayPal, so the presence of this is not indicative of success or failure.

Originally Posted by: RhinoGroup Go to Quoted Post
The only oddity I notice is that it seems the transaction is first declined using credit card (PayPal Pro), then the user switches to Express Checkout.

Do customers always first try paying with a credit card (using Payments Pro) and then resort to using PayPal Express?
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012
RhinoGroup
#3 Posted : Tuesday, August 22, 2017 2:32:42 PM(UTC)
RhinoGroup

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Joined: 7/31/2013(UTC)
Posts: 9

Aaron, it's actually a rare situation; only about 3 cases over the last 30 days.

I cannot confirm that the customer is always failing on credit card, then resorting to PayPal. I'll see if I can gather that info.

EDIT: I just confirmed that all orders with this issue DO NOT start with credit card. I just found one that was PP Express Checkout only. It repeatedly received 'PayPal Payment Collect Failed', then the transaction succeeded, and was followed up with several more 'PayPal Payment Collect Failed', stating the amount to charge is zero.

Edited by user Tuesday, August 22, 2017 2:39:38 PM(UTC)  | Reason: Clarification

Aaron
#4 Posted : Thursday, August 24, 2017 12:15:20 PM(UTC)
Aaron

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Originally Posted by: RhinoGroup Go to Quoted Post
Aaron, it's actually a rare situation; only about 3 cases over the last 30 days...It repeatedly received 'PayPal Payment Collect Failed', then the transaction succeeded, and was followed up with several more 'PayPal Payment Collect Failed', stating the amount to charge is zero.

We've seen this before, and as you say, it is infrequent. We believe this happens when a customer goes through PayPal multiple times before finally completing checkout. Reasons for this could be a failed payment, abandoning checkout, or possibly others. We believe the underlying issue is that multiple PayPal payments are added to the order and when the order is finally placed, only one of them (presumably the last/latest one) succeeds while the rest fail. This causes the Process New Order workflow to fail and the order is not placed, even though the payment was authorized or captured. This is an issue that we are still investigating.
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012
RhinoGroup
#5 Posted : Wednesday, October 25, 2017 12:06:29 PM(UTC)
RhinoGroup

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Joined: 7/31/2013(UTC)
Posts: 9

Aaron,

Is this issue fixed in your latest release? If not, any idea how we can work-around the problem?

The issue continues to plague one of our customers that gets a lot of PayPal orders.

Thanks for your help.
Aaron
#6 Posted : Wednesday, October 25, 2017 12:20:16 PM(UTC)
Aaron

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Originally Posted by: RhinoGroup Go to Quoted Post
Is this issue fixed in your latest release?

If our theory is correct, then yes, it should be. In BVC 2018 we remove any existing (old) PayPal payments that were previously added to the cart before adding the new PayPal payment which is used to authorize or capture payment. Given the sporadic nature of this issue we didn't have a way to verify that this change fixed the issue. Time will tell, I suppose. Sorry for the non-definitive answer.
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012
RhinoGroup
#7 Posted : Wednesday, October 25, 2017 12:37:25 PM(UTC)
RhinoGroup

Rank: Member

Joined: 7/31/2013(UTC)
Posts: 9

Aaron,

Okay, it's worth a try.

I'm sure there will be some time before we can get the customer migrated to the latest version.

Is there any code you can provide that I can patch the site with in the meantime?

Let me know and thanks again!
Aaron
#8 Posted : Thursday, October 26, 2017 8:17:32 AM(UTC)
Aaron

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Originally Posted by: RhinoGroup Go to Quoted Post
Is there any code you can provide that I can patch the site with in the meantime?

No, we do not have any patches for previous versions.
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012
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