Shipping address not sent to PayPal – Losing Cases

  • Resolved EliteGent

    (@gentlemako)


    1 year, 10 months ago

    Hello there,

    We recently have 8 transactions with the advanced Debit / Credit card option and have fraud cases on them. Even though we have PayPal insurance for fraud, the plugin did not send the shipping addresses to PayPal, and now we are screwed out of $3K.

    Please advise.

    Thanks

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter EliteGent

    (@gentlemako)

    Update:

    I have seen on this thread that this problem was on the Paypal end server and that it was fixed a couple of months ago. Can you please send us proof that PayPal has acknowledged this problem on their end so we can get our money back? We would greatly appreciate it. The manager at PayPal said that if we find out the problem was from our end, we’ll refund the total amount.

    Please advise.

    • This reply was modified 1 year, 10 months ago by EliteGent.
    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @gentlemako,

    There was indeed an issue on PayPal’s end that prevented the address from being displayed for payments via Advanced Card Processing in the timeframe sometime between the middle of September and early December. The fix for this problem was rolled out to live on 7th December and did not require any changes in the plugin.

    Unfortunately it took PayPal a while to address this problem (PayPal internal issue number PPPLMER-113103) but our partners at informed us that fraud cases affected by this issue would be covered.

    I am not aware of any other recent reports about missing shipping details at PayPal for payments via Advanced Card Processing, so could you please check if all of these orders are in the time frame? Orders after 7th December should not be affected by this issue.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter EliteGent

    (@gentlemako)

    Thank you guys for the updated, we have contacted the PayPal technical support team and they confirmed they had the issue, now we’re just waiting for customer service to accept our merchant fraud insurance and refund the orders.

    I will mark this as resolved.

    Thank you.

Viewing 3 replies - 1 through 3 (of 3 total)
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