Why is my Paypal Express Checkout not functioning properly?

JSLee
Shopify Partner
9 1 5

Hi, 

The paypal payment has been broken on our site since 10/28. When customers checkout with paypal, they receive below error on clicking on 'submit order' in checkout.

"There was an issue processing your payment. Try again or use a different payment method."

In the abandon checkout, the transaction shows this error from paypal

JSLee_0-1667851067918.png

Has anyone seen this error? How do you resolve it? 

Note: We've tried deactivate/reactivate paypal.

Thanks in advance.

Replies 20 (20)

Emily
Shopify Staff
1332 102 192

Hi, @JSLee.

 

Thank you for reaching out. I'm sorry you're having issues with your PayPal checkout. 

 

Have you reached out to PayPal about this issue? Due to PayPal being a third-party gateway, Shopify cannot support any of their technical issues as it is outside our scope of support. It is always best to reach out to them when experiencing any issues with their gateway. Do you offer any other payment gateways on your store? If so, I would test another gateway to ensure it is only PayPal that is not working. Once you have this information, you can reach out to PayPal, and they should be able to get your gateway back up and running. 

 

Please let me know if you have any further questions! I would love to learn more about your business. Do you offer Shopify Payments on your store?
 
Talk soon, 

 

Emily | Social Care @ Shopify 
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JSLee
Shopify Partner
9 1 5

We use shopify payment and we have reached out to Paypal technical support. This is what they responded with:

"I contacted the lead technical account manager for Shopify and he confirmed the issue was on their end. In their SetExpressCheckout API call to PayPal, they set the payment action to Sale. When they sent the DoExpressCheckout API call to capture the payment, they used payment action of Authorization. The mismatch is what causes the failure. "

I've also opened a ticket with Shopify early last week which had been escalated but with no updates and no response in the support inbox thus far.

If shopify can provide more concrete detail where the issue is on Paypal, we can reach back out to them again, however, they are very firm on this being a Shopify issue.

Emily
Shopify Staff
1332 102 192

Hi, @JSLee.

 

Thank you for your reply and for providing that information.

 

Could you provide me with your URL and ticket number from your Support interaction? I can flag this with our internal team to ensure your ticket is with the correct team and the next steps are being followed. It is best to talk to our technical team as they can access your store-specific information and ensure that the issue is not on our end or fix the issue for you.

 

Talk soon, 

 

 

 

Emily | Social Care @ Shopify 
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JSLee
Shopify Partner
9 1 5

Hi @Emily 

I absolutely agree that talking to your technical team is the best approach, however, Shopify provides no such option and the support advisors are non-technical and they don't have much permission to view details on the ticket. 

Our ticket number is #33967796.
The store is subtlbeauty.com

GDOMOP
Visitor
3 0 0

Dear Emily,

 

I am writing to bring your attention to an ongoing issue that has been impacting our company's revenue, we launch our store this week and yet we have this issue with prospect that is abandonning checkout due to this fail payment. 

 

Our prospects prefer using PayPal as their payment method, however, we have been encountering the same errors that JSLee flagged on a recent post. 

 

I am hopeful that this issue has been resolved by now.

 

As this problem is critical to our business, I kindly request your assistance in resolving it. 

 

I am unable to comprehend why a fix has not been implemented yet, and would greatly appreciate your prompt attention to this matter.

 

Thank you for your time and I look forward to hearing from you soon. 

 

Best regards,

munkee
Visitor
2 0 0

Manage to get any further with this? We have discovered the same issue today 😔

SGSOW
Visitor
2 0 0

There has been complete radio silence on this, extremely disappointing. I opened a support case and they eluded to the issue I outlined being careful not to take any blame but it has since been closed because of no update.

tsiii
Visitor
3 0 0

No nothing has fixed it yet but i have edited the code for the template i used (Dawn) to allow me to remove the paypal express button from the product and cart pages but still cant figure out how to remove it from the information page. Its more a work around than a fix unfortunately. Plenty of videos on YouTube about how to do it. I have zero coding experience and managed no problem. 

Casey15
Visitor
1 0 0

hi@Emily

I'm having the same problem, is there a solution yet?

截图20240424100312.png

Sebastian96
Excursionist
20 0 9

Hi,

 

Were you able to solve the problem? I have the same one right now.

Pez-SY
Tourist
11 0 5

Adding to the call for this to be sorted out. We've had customers upset because money gets taken from them and then Paypal Express throws the errors. The money does get released back to them but before that happens they panic or has a go at us.

 

It's only the express checkout, if they do the full checkout and then enter Paypal details it's fine. But there is no way to get rid of the express.

 

I have tested this by making an order myself and I get the error, though absolutely sure my Paypal funding sources are fine.

After that I put the order through normally, without the Express, and it goes through fine. Checking the emails from I get I wonder if it's because of the email address I use. For Shopify I've given them an email address that's enquiries@mydomain. But my Paypal account's address orders@mydomain is which I gave to them at settings > payments.

 

The Paypal email I get after making the order says that I've sent money to enquiries@mydomain. That is despite the fact that when I login to my orders@mydomain Paypal account, I see the transaction.

 

Perhaps somewhere amongst all this, Paypal Express gets confused, because according to Shopify Help: https://help.shopify.com/en/manual/payments/paypal "As soon as you open a Shopify store, you're given a PayPal Express Checkout account that is linked to the email address you used to sign up for your Shopify store." but some of us don't need a new Paypal account because we already have one and the email address there might not match the one we used to register on Shopify.

Pez-SY
Tourist
11 0 5

I've found the reason, but not the solution. Error 10423 is usually to do with the funding source, but it is also the error code for "When Requested Amount Exceeds What Was Consented". This is to do with the newer over capture rules on Paypal.

 

To summarise, when someone uses Paypal Express, that's before shipping is calculated. So express authorises an amount, but then Shopify checkout adds the shipping on top, leading to an over capture, so the payment can't go through.

 

This means if you offer free shipping you're probably alright. Otherwise all express transactions will fail because of the over capture.

Don't know if there's a way around it, I'm going to check all my Paypal settings but seeing as it's a customer protection thing I doubt an override is possible. If someone figures out a way, please share.

tsiii
Visitor
3 0 0

This is the exact issue i have. Express checkout takes the money out before shipping is added then at order review/payment stage the full amount is processed and fails due to the inconsistent amounts (Over capture).

 

I have already removed and re linked the paypal account, checked the API and ensured my paypal settings are correct it it just wont work. 

 

Has anyone found a solution to this yet? 

Pez-SY
Tourist
11 0 5

If it helps, after about 2-3 weeks of constant annoyance, and angry customers thinking their money's been taken but no order made and blaming me/my shop (their payment fails but the money is "on hold" until their bank decides to give it back), there is now almost no incidences of that for me anymore. Paypal's page does say that their system "learns" how much to authorise for the seller so I guess that's working.

 

It's been a very unpleasant experience though.

SGSOW
Visitor
2 0 0

I'm also having issues since October once the psd2 changes went live and I have been going around and around in circles with shopify. It's all documented here https://www.paypal.com/uk/cshelp/article/new-overcapture-requirements-psd2-help954

As the shipping isn't calculated yet it falls over every single time. The only time it'll work is if customers come back to the store and use paypal express once their shipping has been calculated.

This needs to be fixed, half of all payments on my store are paypal express and I am losing so many sales because of this.

Sebastian96
Excursionist
20 0 9

Hi,

 

Seems like for me the problem was on my paypal business account since it wasnt fully verified but paypal didnt say anything about that. I tried a test purchase and its working now.

pwang
Shopify Partner
3 0 0

Were you able to resolve the issue? I’m having the same issue now.

tsiii
Visitor
3 0 0

No nothing yet. I ended up incorporating my shipping cost into my products and providing "Free shipping" to remove the option of over capture problems. Again not a great fix and not ideal for a lot of stores but i had no choice.

DynSen
Visitor
2 0 0

As of Jan 26/2024, the problem is still there. See logs below. Could any Shopify staff take a look?

 

Timestamp 2024-01-26T02:59:02Z Ack Failure Correlation id dfe43b8bd38cd Version 124 Build 58322870 Message This transaction cannot be completed with PaymentAction of Authorization. Error codes 10423 Timestamp 2024-01-26T02:59:02Z Ack Failure Correlation id dfe43b8bd38cd Errors Short message Transaction refused because of an invalid argument. See additional error messages for details. Long message This transaction cannot be completed with PaymentAction of Authorization. Error code 10423 Severity code Error Version 124 Build 58322870

DynSen
Visitor
2 0 0

This is from a full checkout selecting PayPal (after shipping was calculated), not Express PayPal check.