Getting a lot of failed orders

The following is pulled from PayPal’s API error reference.

15005 – The transaction was declined by the issuing bank, not PayPal. The merchant should attempt another card.

I’ve seen this happen for a number of reasons. For example, somebody might have reached their daily limit with their bank, or it could be some sort of a gift card that isn’t getting accepted by the bank, etc.

10558 – Your processor is unable to process the Card Type in the currency requested. Please try another card type.

I’ve seen this happening lately with people trying to take American Express in some currency that is not supported. It only supports USD and AUD.

10527 – This transaction cannot be processed. Please enter a valid credit card number and type.

For this one I would need to see a copy of the API log that includes when this error happened so we can see what card number and type were entered. It could have been a simple user error.

Let me know if you have any other questions about any of that.

Thanks for the info, i’m aware of what each error is however I just find it odd that it will fail once or 3-4 times and then go through. What this has me thinking is either something is allowing the person to click the checkout multiple times and thus creating multiple attempts. Or there’s something messing with the entered information. How would I supply you with the API log?

I noticed on the checkout page when you click the place order button that it doesn’t disable the button or grey out the entire checkout. It only shows the “working” icon at the top of the page far out of view of where the place order button is.

It should be disabling, and the “working” icon should be right in the middle of the screen. It sounds like you have a jQuery conflict of some sort happening.

Can you try switching to a basic theme to see if that solves the problem? Also try disabling other plugins, and then if the problem goes away you can re-enable each one-at-a-time until the problem comes back. Then we’d know the culprit.

I don’t think that’s going to be feasible since I would have to be able to reproduce the issue of the payments not working and it’s not always happening. We’re seeing 2-3 failed payments a day which is very high and I have operated this online store for almost 10 years and never had this many reported failures.

I have enabled logging for the PayPal pro method since all the failed payments are this method.

Yes, it would be recommended to setup a staging copy of your site to run tests on. Then we could run sandbox orders to try and reproduce the problem.

Again, though, this isn’t something that we’ve had any other reports of, regarding the working icon and issues with jQuery that you mentioned.

The API error codes you provided are pretty straight forward, and there’s nothing I would be able to do about those. Especially 15005. That one is the bank declining those.

Since you said that’s the one you’re getting most often I would try to focus on figuring that one out, but unfortunately the only way to do that is to get one of your customers to call their bank and ask them why it’s getting declined, because again, according to the error code it’s the bank declining the transactions.

I understand that it “says” the bank is declining the card but it really makes no sense that it would decline 1 minute and then go through 1 minute later. Is it not possible that the plug-in is messing up data and as such the transaction is being declined by the card issuer? The 15005 is pretty much the most broad decline error code and does not provide any details. This one just happened and there’s no explanation for why it would decline.

03-27-2016 @ 22:56:34 - Response: Array
(
    [TIMESTAMP] => 2016-03-28T03:56:34Z
    [CORRELATIONID] => ----
    [ACK] => Failure
    [VERSION] => 124.0
    [BUILD] => 18316154
    [L_ERRORCODE0] => 15005
    [L_SHORTMESSAGE0] => Processor Decline
    [L_LONGMESSAGE0] => This transaction cannot be processed.
    [L_SEVERITYCODE0] => Error
    [L_ERRORPARAMID0] => ProcessorResponse
    [L_ERRORPARAMVALUE0] => 0051
    [AMT] => 1327.99
    [CURRENCYCODE] => CAD
    [AVSCODE] => Y
    [CVV2MATCH] => M
)

In the log file you can see the request data. Does anything looked messed up with it?

All we can do is generate the request and send it to PayPal. Based on this error, PayPal is then sending it on the card processor, and the card issuing bank is declining it.

If we contact PayPal and ask them about it they’ll tell us the same thing, and the only way to know why is to ask the card issuing bank.

In this case it could have been a daily max that was reached so they couldn’t get 1327.99 to approve. Maybe they max on their debit card of $1k. It could be any number of things.

Did this one come through successfully right after the failed one?

Yup it was approved within 1 minute of the failed transaction.

Unfortunately, there really isn’t any additional information I can provide on this matter. PayPal may be able to tell you more if you want to give them a try.

You can submit a ticket directly to their technical support here: https://www.paypal.com/mts

Go to the very bottom of the page and you’ll see a link that says Contact Support.