Paypal orders “ineligible for fraud protection”

  • Resolved nexgraphics

    (@nexgraphics)


    2 years, 4 months ago

    Hi, I would appreciate any help here as my client and I are literally pulling hair out trying to figure this out.

    September 15th- something changed, and we did not make any changes or touch anything on our end. We are using paypal merchant account, along with WOo commerce shopping cart. Plugin is “Woocommerce Paypal Payments”.

    PRE SEPT 15th Everything worked fine, all orders went into PAYPAL with no issues. Now I need to mention my client pays PAYPAL extra for their “chargeback protection”, in which transactions will show up with that message in the back end if its ok to send.
    HOWEVER as of that date I mentioned above, SOMETHING happened, and we cannot figure out why, ANY orders that are paid through paypal CREDIT CARDS, utilizing paypal merchant, (not a paypal account) the SHIP ADDRESS does NOT get brought into PAYPAL, and the message ELIGIBLE no longer shows up. Everything is fine in the WOO side, we see both billing and shipping, but WHY is it NOT sending the data over?

    Here was their response (paypal) – what does this even mean, I dont see anything like this in woo commerce?

    “We reviewed transaction “111111111” this did go through an unbranded method. I checked with the team that handles the Orders API and was told that the lack of shipping address retention in PayPal is expected. From a technical perspective, there is no error here. As a result, there is nothing I can do to assist you further.
    To avoid this lack of address, you will need to disable unbranded card payments via your third-party checkout configuration. It looks like you are using a WooCommerce checkout integration so they would be the best point of contact for guidance.”

    Thanks for any and all help!

Viewing 15 replies - 1 through 15 (of 16 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    thank you for reaching out to us, we are here to help.
    Just before I answer your question: we have also received your request via our Help Scout Service Desk and you should have a received a response. It is probably in your spam folder.

    The issue you described, we believe, is related to a bug we have opened with PayPal. For some weeks, the delivery address is not being passed to PayPal when the order is paid with ACDC. You can verify if it is related, by checking the PayPal order and seeing if you have the notification “We have no postal address on file”.

    We are waiting for PayPal to respond to and resolve this issue. I have linked this communication to the bug, so you will be updated once we get this resolved.

    Kind regards,
    Joost

    Thread Starter nexgraphics

    (@nexgraphics)

    I very much appreciate your response. That is 100% the issue and that’s exactly the message we see so thank you for confirming it. We have been getting a complete run around for weeks with PayPal but they kept telling us that it’s not them and it’s woo.

    Nevertheless in the meantime, my clients transactions are showing ineligible for fraud protection and that is very, very bad. How do we work around this? Do you have an actual contact at PayPal, a case number, someone we can talk to there who can confirm this. Holidays are coming and she cannot sit and wait for a fix and lose money like this in case of a fraud,

    Where do we do from here? Thank you.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    thank you for reaching out to us, we are here to help.
    I believe if you deactivate the Advanced Card processing payment option from the Payment tab in the WooCommerce settings, the older PayPal Standard Card Payment option should appear again. I believe this card payment option should not have the same issues (but I only got this confirmed by 1 merchant, so I am not yet 100% sure).

    The Standard PayPal card payment option is recognizable by the black button “Debit or Credit Card” that should appear under the PayPal button.

    Please let me know if that solution works out for you.

    Kind regards,
    Joost

    Thread Starter nexgraphics

    (@nexgraphics)

    Hi, I just checked and we dont have any such thing, when you click on PAYMENTS all we see is (I wish I could attach a screenshot)

    PAYPAL
    PAYPAL CARD PROCESSING

    Thats it – nothing else is enabled, certainly nothing like what you stated above ? Help?

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @nexgraphics

    That is correct. The standard card processing function should become available automatically when you disable “PAYPAL CARD PROCESSING”. It does not have an individual option to switch on or off. It functions like the Alternative Payment Methods, you can find more information on the function here.

    Let me know if you have any more questions.

    Kind regards,
    Joost

    Thread Starter nexgraphics

    (@nexgraphics)

    Hi – not sure if you got my last response, however if we disable what you mentioned above, wouldnt that completely REMOVE any credit card feature,. and ONLY leave the paypal option (meaning ONLY if one has a paypal account?)

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @nexgraphics

    I just checked this and for me, it was possible to check out paying with the standard card processing option without having a PayPal account. The secondary card payment option within our plugin will show up under the PayPal button when you deactivate the “Card Processing” payment method in the WooCommerce payment overview.

    Please let me know if this answers your question and if this works out as it did for me.

    Kind regards,
    Joost

    Hey nexgraphics, something did indeed change in PAYPAL’s system on 9/14/22 or 9/15/22. See the other forum post here ; . This is 100% a problem on PayPal’s end – something in their system changed that doesn’t record the postal address being passed through on “direct credit card” payments. I’ve started a merchant support ticket and called in many times but there has been no resolution. We are paying extra for seller protection on every direct credit card transaction yet PayPal refuses to fix the issue that prevents a seller protection postal address from being recorded.

    • This reply was modified 2 years, 4 months ago by wooq123.
    Thread Starter nexgraphics

    (@nexgraphics)

    This is COMPLETELY ridiculous and unfair. And we have done same. They should AT LEAST cover my clients losses (if any) since this is their fault but thank you SOOOO much for chiming in. They put us through the RINGER, not admitting it in any way until just recently.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @nexgraphics,

    We regret the trouble and only know that PayPal is aware of the issue and working on a fix. We hope to get more details this week.
    The only known workaround to get the address into the PayPal order would be to disable the PayPal Card Processing and instead provide payments with the default credit card smart button.

    Regarding the qualification for fraud protection on these orders, I suggest reaching out to the PayPal merchant support to get more details about how this would be handled.
    But we’ll try to let you know when we have more information about this.

    Kind regards,
    Niklas

    Hi Niklas, has PayPal provided any update on this issue? It has still not been fixed, which is puzzling to me. I opened a ticket with merchant technical support and had phone reps also open tickets. Nothing has been done. Shipping addresses are still not passing through.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @wooq123

    I chased up PayPal 2 days ago, and they informed me that this issue is definitely still being worked on by our development team. They still don’t have a definitive fix release date, but they will let us know once they have one.

    We will keep chasing them, but there is not much more we can do from our side.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @wooq123 & @nexgraphics

    We got news from PayPal that this issue should be corrected on the 7th of January 2023. We will leave this thread open and verify at that time to see if it got resolved.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @wooq123 & @nexgraphics

    I see now I made a mistake. This issue should be corrected on the 7th of December (today). We will check again tomorrow if the issue still persists and take action if that is needed.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello all,

    last Friday, PayPal informed us that they had fixed this issue. I was able to test and confirm this today. Please test it on your side, and please open a new thread if you are still encountering issues. We will mark this thread as resolved.

    Kind regards,
    Joost

Viewing 15 replies - 1 through 15 (of 16 total)
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