Main issue: A UK customer paid via PayPal but checkout rejected their delivery address, so no order appeared in Shopify and the PayPal payment shows as pending.
Key context: The customer has successfully ordered before. A replicated test order produced the same address rejection, suggesting the store is blocking delivery to that address rather than a PayPal processing failure.
Recent guidance: Pending PayPal funds may be an authorization that will expire if the store cannot capture payment. Collect screenshots of the address error to diagnose, and have the customer contact PayPal to understand or cancel the pending payment.
Suspected cause: Misconfigured shipping zones may be preventing delivery to the customer’s address. Check whether checkout works with a credit card (not PayPal) using the same address, and review shipping zone settings.
Actions and next steps: Obtain error screenshots, validate shipping zones, test checkout with a non-PayPal method, and ask the customer to cancel the pending PayPal payment before retrying. If the issue persists, contact Shopify Support via live chat for account-specific investigation.
Status: Unresolved and ongoing. Screenshots and shipping zone review are central to progressing the diagnosis.
Hi,
Many thanks for your reply.
I don’t think this is a PayPal issue. The order never appeared on my shop because the shop refused it.
I tried running a dummy order with myself as the customer, and tried to buy exactly the same products as the other customer had tried to buy and got the same result. The order was refused on the grounds that I couldn’t deliver to that address.
Still none the wiser I’m afraid.
David