How to resolve payment link issues with PayPal on my site?

[andrewgroves]

Hi When i receive an order and  i edit the order and add post, then send a payment link back to the customer via email once they click on the link and then pay pal it just freezes or goes around in circles 

Pay pal , the Developer Shopify and the app Developer all say its not there fault and blame someone else 

any suggestions 

[Victoria]

Hi, @andrewgroves.

Welcome to the Shopify Community.

To gather more context on the issue, could you provide more information on the following:

• A video displaying the issue once the payment link redirects to PayPal.
• Can this be replicated using a different browser?
• When reaching out to PayPal Support, what information have they provided to you?
• Is the freezing/reloading issue happening with all customers or specific customers?
• What app are you using?

The more information I'm able to collect, the easier we can troubleshoot and pinpoint the route of the issue.

Looking forward to hearing back! 

[andrewgroves]

Hi Victoria i have gave all the information to Shopify on a number of occasions 

• drop box link to video https://www.dropbox.com/scl/fi/k9ed6ijwizgux015mi5ad/53320f13-a062-4e3b-801c-...
• its happerning on a number of different browsers
• Pay Pal have said its not there platform and basiclly not there problem 
• Freezing and reloading on all customers 
• Cleaverific order Edit 

[Victoria]

Thanks for providing that information + video, @andrewgroves.

To confirm is the email address that is linked to your PayPal Express Checkout the same email address that's on Shopify? You'll want to ensure you're using the email for the account you want to connect to your store.

To find your PayPal account email address, go to Settings > Store details, and then find your Store email in the Contact information section.

Our team may need to take a look within your Settings > Payments section to ensure PayPal is integrated correctly. Are you able to follow up on your existing support ticket with our team?

[andrewgroves]

OK ITS THE SAME EMAIL ADDRESS FOR BOTH