This message just occurred as one of my customer tried to checkout with paypal express. Saw the error message under abandoned checkouts.
Seems like there are other instances of this exact issue with other users. Like in here
Shopify, please fix this
Topic summary
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Merchants report PayPal Express checkouts failing with the message: “This transaction couldn’t be completed. Please redirect your customer to PayPal,” visible in Shopify’s Abandoned checkouts (records of incomplete orders).
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Impact: Multiple stores appear affected, with customers unable to complete payment and sales lost. A referenced community thread suggests the issue is not isolated.
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Troubleshooting so far: Affected merchants contacted both Shopify and PayPal support. Neither side identified a specific cause or account issue, and no workaround has been provided.
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Status: Unresolved. Merchants are urging Shopify to address the problem urgently and clarify whether the fault lies with Shopify’s PayPal integration or PayPal itself. No confirmed fix, timeline, or official acknowledgment of a root cause is reported in the discussion.
I am having the same problem. I have been on customer support with Shopify and PayPal, yet no one can help as they can’t seem to find any issues. Having now found out there are others having this problem, there obviously IS an issue. Shopify please sort this out quickly, I have lost customers from this error.
I agree - terrible service from paypal or shopify