Paypal not getting cart items

  • Everything is working fine most of the time, but we have had 2 users for whom it doesn’t work when using a mobile phone. They add items to the cart, press the checkout button and then get taken to paypal, but NOT with the basket items, so can’t pay.

    We have tried it on a few different phones here, and each time we get to paypal, we can see a little basket item with the amount. But she seems to just go to paypal without these.

    We have tried to reproduce the problem by installing both the paypal app (and separately the paypal business app). We have also played with Safari settings on the phone, but it works fine every time. There are no errors in the error log for the plugin.

    We can talk to one of the users and she is using an iphone XS. She knows what she is doing, so pretty sure it isn’t user error

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • Thread Starter singingcyclist

    (@singingcyclist)

    More information:

    To try and further work out whether this is something to do with Paypal, her phone set-up or the Plugin, I have created a pure Paypal button on a test page on my own website:

    https://charlotteduff.co.uk/shop

    If she clicks on this button, she is taken to Paypal with ￡1 in the basket.. which is exactly correct. Whereas if she tries to checkout from out shop, she gets directed to paypal but with no basket. ( yet everyone else who tries it works fine)

    Hopefully this gives you more to work on

    Plugin Contributor mbrsolution

    (@mbrsolution)

    Hi,

    If she clicks on this button, she is taken to Paypal with ￡1 in the basket.. which is exactly correct. Whereas if she tries to checkout from out shop, she gets directed to paypal but with no basket. ( yet everyone else who tries it works fine)

    Can she try using someone else phone? If it works with someone else phone, then this would confirm that the problem comes from her phone. The reason why I am saying this is because everyone else does not have this issue.

    Thank you

    Thread Starter singingcyclist

    (@singingcyclist)

    It works fine when she does it with someone else’s phone. And .. note what I said about her phone working correctly for the pure paypal button on the charlotteduff.co.uk/shop page

    If it was ONLY her, then we would just think it was something strange about the set-up on her phone. But another customer reported the exact issue, so it is enough for us to worry that the plugin is either not working properly or not set up correctly

    Thread Starter singingcyclist

    (@singingcyclist)

    Just one other thing I am wondering about –

    The paypal account that mandypitcher.com/shop is attached to is a personal account.. whereas the one at charlotteduff.co.uk/shop is a business account

    Could it be that there is something in the security set up on the user’s phone that means her phone recognises it isn’t a business account and won’t take the basket details forward?

    Plugin Contributor mbrsolution

    (@mbrsolution)

    Hi,

    If it was ONLY her, then we would just think it was something strange about the set-up on her phone. But another customer reported the exact issue, so it is enough for us to worry that the plugin is either not working properly or not set up correctly

    Can you share the plugins settings? It is very challenging to pin point the issue here because it has only happened to two people so far.

    The paypal account that mandypitcher.com/shop is attached to is a personal account.. whereas the one at charlotteduff.co.uk/shop is a business account

    Which URL above is the one that works?

    Thank you

    Thread Starter singingcyclist

    (@singingcyclist)

    The URL that worked for our problem phone is charlotteduff.co.uk/shop – Its a simple paypal button using the plugin WP Paypal Buy Now Button by Scott Paterson.

    I agree its really hard to work out, particularly as I don’t have the problem phones in front of me.

    I have ticked the following in the settings:

    Must Collect Shipping Address on PayPal
    Open PayPal Checkout Page in a New Tab
    Reset Cart After Redirection to Return Page

    I have not done anything in the advanced settings section

    Plugin Contributor mbrsolution

    (@mbrsolution)

    Hi,

    Do you have the following setup how-to-setup-paypal-ipn-notification in your PayPal account?

    Is this account a business or standard PayPal account?

    Thank you

    Thread Starter singingcyclist

    (@singingcyclist)

    yes – IPN all set up .. hence why most of our orders are working correctly

    But no , it is a standard paypal account .. not a business account, but it seems to work for 99% of customers so assumed it wasn’t an issue

    Plugin Contributor mbrsolution

    (@mbrsolution)

    Hi,

    yes – IPN all set up .. hence why most of our orders are working correctly

    That is good to know.

    But no , it is a standard paypal account .. not a business account, but it seems to work for 99% of customers so assumed it wasn’t an issue

    It isn’t a problem to use a Standard PayPal account and as you mention it works with 99% of your clients. However a Business PayPal account is free and allows your clients to pay with different credits cards and much more.

    So this confirms that the issue is related to those two clients using their mobile devices. There is not much more you can do from your end or us from our end because the plugin works as expected. This is an isolated case unfortunately. The only action I can suggest is to upgrade your PayPal account to a Business account which is free and ask those clients to carry out a test.

    Let me know how you go.

    Regards

Viewing 9 replies - 1 through 9 (of 9 total)
  • The topic ‘Paypal not getting cart items’ is closed to new replies.