Not progressing to “Getting Express Checkout Details”

  • Resolved ctmartin2020

    (@ctmartin2020)


    4 years, 1 month ago

    Hi, what are the reasons why a transaction would not progress (per the logs) to “Getting Express Checkout Details”?

    Here’s what I’m seeing in the logs for these failed transactions (which will continue to show as Pending in Woocommerce):

    Step 1: ExtensionHawk PayPal Express Payment ( Setting Express Checkout ) – looks like a successful submission.

    Step 2: ExtensionHawk PayPal Express Payment ( Response on Express Start/Credit Start ) — shows [ACK] => Success… same [TOKEN] as Step 1, etc. All looking good…

    *** THE PROCESS APPEARS TO STOP HERE… what are some possible reasons why?? ***

    Step 3: WE SHOULD GET HERE BUT WE DON’T… ExtensionHawk PayPal Express Payment ( Getting Express Checkout Details )

    Step 4: WE SHOULD GET HERE BUT WE DON’T… ExtensionHawk PayPal Express Payment ( Response on Express Details )

    Step 5: WE SHOULD GET HERE BUT WE DON’T… ExtensionHawk PayPal Express Payment ( Processing Express Checkout )

    Step 6: WE SHOULD GET HERE BUT WE DON’T… ExtensionHawk PayPal Express Payment ( Response on Finish Express )

    I can’t reproduce the problem myself, and I can’t seem to get any of the customers who have experienced this to tell me what is going on in their view, so I’m in the dark here… but it is happening, and I commonly see the customer try the transaction multiple times with the same (incomplete) result.

    What are some possible reasons why this is happening for some customers and not others?

    Thank you!

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author WebToffee

    (@webtoffee)

    Hi @ctmartin2020,

    Since your customers are reaching step 2 with [ACK] => Success, it means that the redirection is working correctly.

    Now the chances are either the user is canceling or closing the window, which might be the reason the customer isn’t getting back to you with details as it is not an error or issue but rather their choice.

    Thread Starter ctmartin2020

    (@ctmartin2020)

    I guess it’s the very definition of an abandoned cart. Get all the way to the payment and then back out…

    Thread Starter ctmartin2020

    (@ctmartin2020)

    Ok, I know this is a 2 month-old thread but there IS a problem. I just experienced it myself on two consecutive transactions in the PayPal Sandbox.

    I get from Checkout to the PayPal page, enter my information and proceed with the order. PayPal spins and spins. Ultimately, after about at least 60-90 seconds, PayPal returns to the PayPal transaction page where I would be entering credit card details and billing address… all fields are still filled.

    At this point, there is a Pending transaction in WooCommerce and the log shows exactly what I described in my original post.

    I tried to proceed from this PayPal page once again and the transaction succeeded.

    So this is NOT just a case of the user closing the window or cancelling the transaction. There is a problem, and the log does not indicate any problem — only that the process just stops at Step 2.

    Please help. I continue to get these frequently, and most of the time, the user does NOT try their transaction a second time. I am losing sales.

    Thread Starter ctmartin2020

    (@ctmartin2020)

    I think I found the issue… at least, I hope I did.

    When I encountered the problem myself, I realized I was on a VPN. PayPal may be blocking transactions made while connected via a VPN or Proxy.

    I’ve had customers ask “What’s wrong with your payment system? I can’t make my payment.” Now I will ask them if they are using a VPN or Proxy. I’m also adding messaging to that effect on my checkout page.

    Hoping this may help others who are scratching their heads over an issue similar to mine…

    Plugin Author WebToffee

    (@webtoffee)

    Hi @ctmartin2020,

    We have tested the scenario with VPN in different locations but couldn’t replicate the issue in sandbox mode. However, we have found a discussion in the PayPal community regarding this where it says usage of VPN or proxy won’t be permitted for PayPal transactions. This may be applicable for live mode accounts.

    Thread Starter ctmartin2020

    (@ctmartin2020)

    Yes, since putting a warning note on my checkout page telling customers to disable their VPN when making their payment, I am now seeing far fewer instances of “Pending” (failed) transactions. Just a couple, actually… and they did indeed try again with their transaction and were successful the second time around.

Viewing 6 replies - 1 through 6 (of 6 total)
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