Why are customers experiencing payment issues at checkout?

[stevenapolo7]

Hi,

Many customers are having problems when paying in my store. Some of them get stuck at checkout, they get a blue circle spinning infinitely. I already contacted paypal and they tell me that the problem is from shopify, please help 😞

This is what my clients say "the payment wouldn't go through. I tried a few laptops, different cards and it doesn't work"

I'll show you a screenshot of the issues, i would really appreciate any help

[Moira]

Hey @stevenapolo7,

This error might mean that the connection between Paypal and Shopify isn't working. You need to try signing out and then sign in to your PayPal account again. 

You need to also deactivate and then reactivate PayPal in your Payment providers settings. If you receive any orders while the connection isn't working, then you aren't able to refund those orders through Shopify. To refund orders placed before reactivation, refund the payment from your PayPal account.

Let me know how you get on!

[stevenapolo7]

Hi Moira, thank you for your reply.

I have already tried both things but unfortunately the issues persist. 40% of payments in my store are unsuccessful, it seems like the issues are sorted out randomly, because some other clients are able to pay.

😞i'm losing so many clients, please help

My store it: https://photolightpro.net/

[Moira]

@stevenapolo7,

Thanks for the additional context. I just took a look at your website and was able to successfully reach checkout and launch the PayPal payment page from New Zealand:

 

Are you finding that 40% of payments that are failing are coming from customers in certain regions? Have you looked into whether PayPal is available in these places?

[stevenapolo7]

Hi Moira, thank you for your time.

At first i thought that it would be an issue with certain regions but it is happening to clients in USA, France, UK, Italy...

By the other hand, clients can successfully reach checkout and launch the PayPal payment page, the issue is in the last payment step, i mean, when the payment should be processed they just get a spinning circle

[Moira]

@stevenapolo7 

Ah I see, because the payments are working for some customers but not others it sounds like a local network or browser error. If no customers were able to checkout using PayPal at all then that would be more of an integration issue.

When did this issue start happening? Is there a particular browser customers are using? and have you made any theme/coding changes recently?

[stevenapolo7]

Hello Moira,

I have had this problem for about 3 weeks now.

I consider that it is a problem in the integration between Shopify and Paypal, I say this because there are clients who have tried with several credit cards and in different browsers, even on different computers and still find it impossible to pay.

I haven’t made any theme/coding changes recently

Thank you

[Moira]

@stevenapolo7,

It looks like we’ll need to access your account in order to take a closer look at what’s going on. While we’re not able to provide account-specific support via the community, you can visit the help center and log in to get connected with an agent via live chat. Our team will be able to directly help you from there!

[George_Greenhil]

@stevenapolo7 

Many of our customers have started getting the exact same issue - conversion rate has dropped off a cliff for us since it started happening last week - did you get a fix from Shopify in the end?