Error 10486 when people pay by paypal due to overcature policy

lod-mickey
Tourist
3 0 6

Im have trouble with paypal express checkout every time someone pays its returning the 10486 error code as the shipping isnt being added on until after payment is captured. I have rang shopify and been told the solution to this may be to upgrade my paypal account to website payments pro but was told by paypal this wouldnt work as it wasnt compatible with shopify. I have also noticed most who have paypal working when you go to checkout and input your paypal details to pay it asks you to authorise a higher amount to account for the postage so it doesnt trigger the overcapture but im unsure how to get that feature. Thanks in advance for any help it is much appreciated.

Replies 23 (23)

MonsterMagic
Tourist
5 0 2

I have the same issue.

Please help.

Pez-SY
Tourist
10 0 5

Yes I've had same errors with Paypal Express. This explanation makes total sense. So as things are, only free shipping will work with Paypal Express. I'd be interested in a workaround too.

Nightwalker90
Shopify Partner
5 0 3

Same issue here. Shopify please do something to fix this asap as it seems it is a bug in your implementation with Paypal Express!

AndrewFShopDev
Excursionist
11 1 14

Yep, also having issues. Driving me nuts. Shopify and paypal support both more interested in pushing back  than looking at the problem

Joseph47
Shopify Partner
10 0 2

Same issue as everyone else. i was told that i should contact the buyer and tell them to turn off express checkout.. because you know, Customers love having to spend extra time and work on your site instead of buying and going.  This creates really bad PR for both companies but as we are tiny they don't care and don't need to care.  its almost like the solution is to turn off paypal.. which means shopify and the managed payments get all the business..

MonsterMagic
Tourist
5 0 2

Is there a way of campaigning for a fix to this issue.

lod-mickey
Tourist
3 0 6

I wish there was but I have been back and forth on the phone to shopify and paypal but they both just blame the other so im not too sure where we go from here. Please keep posting here though hopefully the more posts it might get them to create a fix to this issue.

lod-mickey
Tourist
3 0 6
I wish I knew of one but I have been back and forth on the phone with
paypal and shopify and still no solution if anyone ever figures one if they
could please post on this forum.
Joseph47
Shopify Partner
10 0 2

So after much back and forth, paypal is the issue and so is Shopify.

PayPal suggested we include all taxes And shipping to avoid the problem..  another has suggested removing the express badge and only letting customers use PayPal on the regular checkout.

 

PayPal has provided me with api coding which , even after telling them I use Shopify , they asked me.to have my 3rd party developer go in and edit the code.

 

So, Shopify now has this code, I have been told they are looking into it, but if I honest between PayPal.poor support amd Shopifys.equally poor support I am not holding out much hope.

 

I urge you all to raise a  case with Shopify and provide the following.

 

https://www.paypal.com/us/cshelp/article/HELP954

 

FROM PAYPAL

As I mentioned in earlier mail, the issue you're facing is because of the New over capture requirements and laws of PSD2 countries, PayPal will obtain an authorization from each customer for the maximum amount of transaction before redirecting a customer to the merchant. If the merchant captures more than the authorized amount, the transaction will be declined and return an 10486 error. 

The scenario sample is like merchant set an amount (like 8.33  GBP) in the API of SetExpressCheckout to create the payment, but after the buyer approves this payment on the PayPal checkout page, you set a higher amount (like 15.99 GBP) in DoExpressCheckoutpayment API to capture, this behaviour just violates the new PSD2 regulation and the payment will be declined with error 10486.

You can find more details about the PSD2 regulation on this FAQ documentation page: https://www.paypal.com/us/smarthelp/article/FAQ4645

Upon checking your website, I could see the PayPal shortcut button added on your website by third party plugin has issues (i.e. when your customer clicks on shortcut button the SetExpressCheckout API is initiated without the shipping and fee informations and that causing the over capture on DoExpressCheckoutPayment API and payment getting failed due to regulations)

Below are three ways to overcome this issue: 

1) We encourage you to initiate the transaction with an amount inclusive of shipping, tax, etc. So that the payment amount in SetExpressCheckout API and DoExpressCheckoutpayment API should be the same, and PayPal wouldn't have to decline the transaction later during the payment lifecycle.

2) In the event of an over capture, PayPal would decline the API call with an appropriate error (10486 - for DoEC). You would need to resend the buyer to PayPal for a re-review with the same token post which the call to DoExpressCheckoutpayment would succeed. More details on this is available in the FAQ document. Refer the section with heading - "I regularly overcharge as part of my business model; what should I do now?"

3) If the above two options cannot be done from your side and in the worst case scenario, you can try disabling the shortcut button placed on your website. PayPal Normal checkout button flow is processing as expected without any issues

Important: I request you to work with your website developers for adding any of the above options (OR) you can check with your third party application provider Shopify for the implementing the same. Because the web application was created by Shopify, and maintained by Shopify they are the ones that are able to help you resolving the issue, so please contact Shopify support team for more information about the issue.

AndrewFShopDev
Excursionist
11 1 14

Well done. I could see that it only seemed to affect this subset of order types but I couldn't get anything useful out of either Paypal or Shopify support. Fingers crossed that this helps progress things.

Desalb
Tourist
10 0 1

Hi, did you manage to solve this?

Desalb
Tourist
10 0 1

Did anyone manage to solve this?

Having the same issue in 2024!

Joseph47
Shopify Partner
10 0 2

Nope. Shopify said it would be sent to the developers....
We simply have a banner on our site that explains the issue and that at present it doesn't appear that either Paypal or Shopify will resolve the issue anytime soon...

But hey! in the 2024 update we can add Pretty Pretty colour variants!! 😎... which i personally feel is much more important than making it easier for customers to shop and pay...

Desalb
Tourist
10 0 1

I am waiting for a solution from shopify as well.

 

I can't understand why only some shops are affected by this issue. I really hope that we will not be forgotten and that shopify will come up with a solution ASAP.

 

Its very frustrating seeing competitors running on shopify with a perfectly functioning PayPal Express Checkout while you loose sales... We pay the monthly subscription just as they do, so i don't get why we don't deserve the platform to work flawlessly as it is for them!

 

I don't want to be forced to switch to another platform but shopify has to understand that we as merchant cannot continue to loose sales!

Joseph47
Shopify Partner
10 0 2

I don't believe Shopify has any actual interest in fixing this, simply because : No paypal? ok use our payment service and we get the fees.
Sadly this becomes a negative for the customers as they cannot easily use their preferred payment method.
Admittedly Paypal have confirmed, it is an issue but its something Shopify must update, not them - though that being said, Paypal hasn't really done anything to push Shopify to get it done.

Its unlikely your competitors have paypal running perfect, as how would you know?
9/10 of people using Paypal with us have an issue. 
I logged this complaint  months ago and can see others logged it longer still. 
Support simply say the development team has it. and thats it. no more information. no time lines, no etas.. nothing.

@Shopify   would you mind commenting on this issue and an expected ETA along with the current progress or if its even been looked at please?

Desalb
Tourist
10 0 1

@Joseph47 wrote:

Its unlikely your competitors have paypal running perfect, as how would you know?
9/10 of people using Paypal with us have an issue. 


I tested their express checkout and everytime i went to buy something i could see the message saying that you are going to pre-authorize a bigger amount to cover other potential costs like shipping fees.

 

But in any case, we all pay subscriptions to have a perfectly functioning platform and therefore we deserve this issue to be solved.

If it's working for other shops, @Shopify must come up with a solution for us too!

Joseph47
Shopify Partner
10 0 2

hrm, do they have taxes included in their prices?

Like i said. The Winter 24 update lets us add pretty colours, which is what sellers and customers really want!

My complaint went it back in July 2023 and i saw posts dating back to 2020.   If people can't use paypal...Shopify seems to think they will just use their payment system. and if my some miracle @Shopify is working on it... better communication would be needed.

Pez-SY
Tourist
10 0 5

It's now working for me. I had to suffer annoyed customers and abandoned checkouts for 2-3 weeks as Paypal's system learned how much the typical overcapture amount was due to added shipping. (It does explain this on their site somewhere, though they don't say how many orders are required for their system to learn.) I guess that's why neither side is in a rush to solve it, as it'll resolve itself eventually. In the meanwhile store owners like us just have to stress out.

Desalb
Tourist
10 0 1

Do you have any idea on what caused PayPal to have to "re-learn" the overcapture amount?

Joseph47
Shopify Partner
10 0 2

Thats a new one on me. a Learning system?   everything i've been told is that Shopify is using an outdated API.

Pez-SY
Tourist
10 0 5

Yes there is "machine learning" involved, see here, scroll down to the heading "I regularly overcharge as part of my business model; what should I do now?"

AndrewFShopDev
Excursionist
11 1 14

I'd stand a better chance of teaching a potted plant to fly a plane than it figuring it out - it's had a year already with several thousand attempted transactions and it is still clueless.

 

Joseph47
Shopify Partner
10 0 2

Another stunning reply from @Shopify support - 


" If this does not resolve the issue for the buyer, they are likely affected by another of the causes listed by PayPal, and will need to self resolve  or choose an alternate funding source... 
 
Another option is you can set up an alternative payment method to allow your customers to pay for their orders online using something other than a credit card. For example, cryptocurrency is a popular option that allows your customers to pay without going through a bank or another institution."

 

Yes, lets remove the ability for customers to pay using one of the oldest and most established online payment methods. Perhaps that can introduce a Pay by Cheque.. or maybe even the ability for local drop off of 2 cows and their first born son as a new payment method.