Paypal express checkout error, my customers unable to process your payment

[riyaan9]

I contact PayPal regarding my issue and they told me to upload some KYC documents.

I did all that they said.

And now Paypal confirms that account review is complete and they returned my account to regular standing.

Paypal also told me that now my store can accept international payments.

But the problem is still showing, people still get the error message from PayPal.

So, can you please go to my store and do a successful transaction, just to confirm that the Paypal payment gateway is Okay for accepting international payments.

Please put a discount code "99" to avail 99% off on order. I will return any amount you spend.

Click here ---->>>

https://exaltisland.com/collections/best-selling-products/products/adorable-cats-phone-stand

If you don't mind, please sends some screenshots also.

reply soon, I will be waiting.

0 Likes

[riyaan9]

I contact PayPal regarding my issue and they told me to upload some KYC documents.

I did all that they said.

And now Paypal confirms that account review is complete and they returned my account to regular standing.

Paypal also told me that now my store can accept international payments.

But the problem is still showing, people still get the error message from PayPal.

So, can you please go to my store and do a successful transaction, just to confirm that the Paypal payment gateway is Okay for accepting international payments.

Please put a discount code "99" to avail 99% off on order. I will return any amount you spend.

Click here ---->>>

https://exaltisland.com/collections/best-selling-products/products/adorable-cats-phone-stand

If you don't mind, please sends some screenshots also.

reply soon, I will be waiting.

[Ava]

Hey @riyaan9!

Ava here from Shopify.

Can you show me a screenshot of the error message you are seeing? If you go to the Orders section of your admin, then select Abandoned Carts, you can see the orders that were not completed. If there are any failed payments where the customers tried to use PayPal, could you scroll to the order timeline and check for any error messages? If it shows a message like 'unable to capture $X on PayPal Express Checkout' in red font, you can click the small arrow there to expand for more information

This will give you the information we capture at the checkout, and also the information sent back to us from PayPal. There will be an error message here that will give you a reason the transaction failed. Also, if you click to expand the 'information from the gateway section', you will see an error code from PayPal

If you scroll to near the bottom of this, you will see an Error Code here with 5 digits. You can look for your code here on PayPal's error code index. This will give you a more detailed reason on why the order failed!

Let me know how you get on!

Ava

[riyaan9]

the customer gets this message after completing the whole checkout process. I have contacted PayPal regarding this issue and they replied the issue is solved.

So can You please go through the checkout process and reply to me soon. 

[Ava]

Hi, again!

Have you checked the order timeline in your admin section as I outlined above? You will need to find the error code in order to narrow down the issue here. As this error is appearing on the PayPal website after the customer has left the Shopify checkout, it is best to check with PayPal about the error codes.

I will send you an email to the email address attached to your Forums account to authenticate you as the account owner. Once you have been authenticated, I can take a look at these failed orders in more detail!

Ava

[lola1313]

Hi. I am having this same issue. We just integrated paypal two days ago, and had a customer use it yesterday, and it is saying unable to authorize. Any advice? 

[Ava]

Hi, @lola1313!

Sorry to hear you're having issues here. Were you able to follow the instructions above to find the error code PayPal would have returned from the checkout? After you have the error code, you can cross-reference that code with these from PayPal's developer site. 

To resolve this fully, you will most likely need to reach out to PayPal; either to get a full explanation about the authorization error or to see what is causing the error in the first place. However, I can see if there is anything I can do from Shopify's side to get this resolved for you! I would need to authenticate you as the account owner first before I can take a closer look at your orders, so I've sent an email to the account attached to your Community account here. If you could reply to that email, we can speak in more depth about the authorization errors.

Thanks so much for your patience, speak soon!

Ava

Social Care

[RizzyB]

Hi 

I've just experienced this same problem last night when going through my abandoned carts. 

Error code: 10486

Any guidance on this issue would be really helpful. 

[Ava]

Hi, @RizzyB!

Thanks for letting me know the code, I was able to find it quickly on the PayPal error guide this way. There is more information here on what the 10486 error means, you can read through it if you like! It essentially means that the error is on the customer's side. The card they have attached to their PayPal account has failed in some way:

A funding source might fail for these reasons:

The billing address associated with the financial instrument could not be confirmed.
The transaction exceeds the card limit.
The transaction was denied by the card issuer.

If the customer logs back into their PayPal account, they should be able to choose a new payment method or update their current card. If they are having difficulty here, you can always show them how to contact PayPal's Technical team here, they should be able to help them out with updating their account.

In the meantime, they can always use an alternative payment method to checkout on your site. 

Do let me know how you get on! 

Ava
Social Care | help.shopify.com

[orestis]

Hello,
thanks for the info Ava.

I too encountered the same error 10486.
So, if my understanding is right, there isn't something I should do on my end, correct?

Thanks

[Ava]

Hi, @orestis!

That is it exactly, this error would be on the customer's side so there would be no action for you to take. In this situation, the customer should reach out to PayPal to check if their payment details are up to date and/or to their bank to ensure their card has not expired. 

Let me know what you think!

Ava
Social Care | help.shopify.com

[agamyagency]

Hello,

I have the same problem when going through my abandoned carts. 

Error code: 13122

[Ava]

Hey, @agamyagency!

I'm sorry to hear that. According to PayPal's site, error code 13122 means that the transaction violated PayPal's Use Agreement. 

The solution listed here recommends reaching out to PayPal's support team so they can verify which part of the Use Agreement you need to verify compliance to. You can reach out to PayPal's tam here, you can click on Contact Us to log in ag get assistance. I'm sure they will get to the bottom of this for you

Let me know what you think!

Ava
Social Care | help.shopify.com

[pulsypaw]

Hi I get this but the payment is reflected on my Paypal account so i have the payment from the customer as it came straight to me. how should i proceed