Paypal issue – we do not deliver to your area

  • Resolved kyle-tully

    (@kyle-tully)


    4 years, 5 months ago

    Hi – I got an email from a client a couple of days ago:

    “We have now had two different customers contact us today because they have tried to order online but they cant finalise the payment because once logged into paypal it tells them we do not deliver to their area.”

    All the customers are within Aus which is where our store is and where all our shipping in set for. We’ve had this site up and running for a couple of years and this issue has only just started happening in the last few weeks.

    I’ve not been able to replicate the error and I don’t see any errors in the logs. But they’ve since reported a number of other customers having this issue.

    Any ideas what could be going on?

    Thanks
    Kyle

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @kyle-tully,

    Thank you for contacting us. Can you confirm if you are using the latest version of the plugin which is 3.2.9?

    In the latest version of the plug-in only The product pages and cart page include a shipping option validation. Do you know if your customers were experiencing this on one of those pages?

    Kind regards

    Thread Starter kyle-tully

    (@kyle-tully)

    Yup just checked and they’re on 3.2.9

    They’ve got the Paypal button on the /cart page as well as during checkout but I’m not sure where the issue was coming up. I’ve tested both and have not been able to replicate. I’m getting third-hand reports of what’s going on as my client is reporting to me what their customers are reporting to them.

    Is it possible to turn off the validation? Or is there some kind of error log?

    Thanks
    Kyle

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @kyle-tully,

    I suspect that your client’s customers saw this error on the cart page because that validation doesn’t exist on the checkout page.

    The reason that validation exists on product pages and the cart page is because this plugin allows customers to select their shipping options directly in the PayPal pop-up which is very important for conversion rates. Most PayPal plugins just redirect the customer to the checkout page and make them select shipping there which is an additional step.

    Do you have access to one of the orders so that the shipping address can be reviewed? That will be helpful when trying to re-create the issue. If you like please reach out to me via our support email or by clicking the Help button on all the Braintree plugin pages. That way you can share more details.

    Kind Regards,

    Thread Starter kyle-tully

    (@kyle-tully)

    Thanks mate have just shot you a message through the help button with some order details. Appreciate your help.

Viewing 4 replies - 1 through 4 (of 4 total)
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