• Resolved AboutWebsites

    (@aboutwebsites)


    Hello,

    Since latest updates to WordPress, WooCommerce, and PayPal for WooCommerce, we have been receiving sporadic error notification emails from Woo with this message:

    PayPal Express Checkout Error Notification
    PayPal SetExpressCheckout API call failed
    Detailed Error Message: The field Shipping Address1 is required
    Short Error Message: Shipping Address1 Empty
    Error Code: 10727
    Error Severity Code: Error

    Even though we receive this error notification via email, there is no failed order in WooCom Order Admin ‘Failed’ category.

    Since there’s no indication of customer name, products ordered, or any other clues in the error email or the order admin area, this is difficult to troubleshoot.

    During the same time period that the error messages are arriving, we are receiving plenty of successful orders from customers who pay on WooCom with their credit cards. Note that PayPal is our merchant provider as well.

    We’ve talked to a couple customers who were unable to complete their orders due to this Address error and we have done test orders in effort to establish cause of the address1 missing error.

    Our research and tests concluded that this error is triggered when:

    1. customer enters address data in our WooCom shopping cart

    2. only when billing and shipping addresses are different

    3. only when customer clicks to pay with PayPal (rather than paying by credit card)

    There are no errors when:

    1. customer clicks ‘Pay with Paypal’ option and does not enter address data in our WooCom shopping cart

    2. when billing and shipping addresses are the same

    While doing testing, we added customer data (note billing and shipping address were different) in WooCom checkout, then clicked ‘Pay with PayPal’.

    Next, logged into PayPal account, reviewed details and clicked continue button, then got returned to WooCom checkout. In WooCom checkout, billing address was correct and showed as text on screen; however, shipping address form was showing with red underscore below the required field ‘*’.

    Clicking continue purchase returned on screen error requesting phone number and email address, but there were no text boxes to enter phone or email fields on that checkout page.

    Wordpress and all plugins are latest versions.

Viewing 13 replies - 1 through 13 (of 13 total)
  • Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Hi

    For error 10727 we have made some adjustments and resolved it in the release branch on GitHub. It will be fixed in the 1.4.5 update we’ll be pushing soon, or you can use the link to download it now and update manually on your site. Please give it a shot and let us know if the issue still persists.

    * don’t forget to clear the browser and CDN cache’s

    Thread Starter AboutWebsites

    (@aboutwebsites)

    ETA on the update? Can you direct me to instructions on how to update manually?

    Thanks

    Thread Starter AboutWebsites

    (@aboutwebsites)

    Disregard last reply. I’ve updated to release version and will keep you posted if any issues.

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Great, Please give it a shot and let me know if it helps.
    Cheers

    Plugin Contributor angelleye

    (@angelleye)

    @aboutwebsites, we haven’t heard back from you on this so I’m going to close this thread. Let us know if anything else comes up. Thanks!

    Thread Starter AboutWebsites

    (@aboutwebsites)

    Hello,

    ‘Shipping Address1 Empty Error Code: 10727’ occurring on occasion again, and we have spoken with customers and tested to figure out when this error is triggered.

    1. Customer places items in cart and fills in Billing Address (but leaves Shipping Address blank and does NOT uncheck the ‘Ship to different address?’ checkbox. Screenshot: https://www.screencast.com/t/rXrbMGtf3UPs

    2. Customer clicks ‘PayPal Express’ radio button, then the ‘Proceed to PayPal’ button that appears on checkout page (just below pay by credit card section).
    Screenshot: https://www.screencast.com/t/Raa7Xk2BH

    3. Screen overlay and processing starts, then browser returns to shopping cart. Screenshot: https://www.screencast.com/t/RCZkoAlHZt3e

    4. Customer clicks ‘Proceed to Checkout’ button, and has to start checkout all over again. Billing Address info that was entered in previous step is removed and fields are blank. Screenshot: https://www.screencast.com/t/N2tdk008Ix8

    Note that customer does not get any indication of an error occurring or any screen tips with instructions.

    WooComm Admin gets error email with error code, however, there is no way for Admin to connect the error with a specific order number, customer name, or product. Screenshot: https://www.screencast.com/t/YyFToGAh

    Is this totally frustrating process (for customers and store owners) by design, or do we have a problem with our shopping cart / plugin setup?

    Thread Starter AboutWebsites

    (@aboutwebsites)

    We are getting errors with live orders every few hours. Can we get some support here?

    Most recent error was same issue, but with a different twist:

    1. Customer places items in cart and fills in Billing Address then unchecks the ‘Ship to different address?’ checkbox. Screenshot: https://www.screencast.com/t/rXrbMGtf3UPs

    2. Customer clicks ‘PayPal Express’ radio button, then the ‘Proceed to PayPal’ button that appears on checkout page (just below pay by credit card section).
    Screenshot: https://www.screencast.com/t/Raa7Xk2BH

    3. Customer enters card info on PayPal side and clicks to process. Screen overlay and processing starts, then browser returns to checkout page where the ‘Ship to different address?’ checkbox is now checked. NOTE that checkbox was unchecked before jumping to PayPal.

    4. Customers get confused and don’t realize they need to uncheck the ‘Ship to different address?’ checkbox before they click ‘Confirm Order’ button at bottom of page.

    WooComm Admin gets error email with error code, however, there is no way for Admin to connect the error with a specific order number, customer name, or product. Screenshot: https://www.screencast.com/t/YyFToGAh

    Is this totally frustrating process (for customers and store owners) by design, or do we have a problem with our shopping cart / plugin setup?

    Thread Starter AboutWebsites

    (@aboutwebsites)

    Hello, Just realized this ticket was marked as resolved. We are getting more errors again (details in last 2 posts to this ticket) so I’d like to re-open this support request and get some support as soon as possible.
    Thank you.

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    I m sorry for delayed response, I thought this issue was resolved. Please submit a ticket here and we can work with you more directly on this. In our testing everything is working fine now, so yeah, we may need to figure out what’s unique there that we aren’t considering.

    Plugin Contributor angelleye

    (@angelleye)

    @aboutwebsites, I believe the issue you’re facing is something we’re already working on improving in the release branch and it will be fixed in the 1.4.5 update.

    The 1.4.0 release completely revamped the way Express Checkout is integrated into WooCommerce. We used to have a completely custom review page, but now we’re using the built in WC templates for that, and we missed that the default design of those templates sort of fights with the general flow of Express Checkout.

    We’re working to get that resolved ASAP. We’ll update you here again as soon as that particular issue is done so you can grab the release branch again before the official 1.4.5 release if you want to.

    Plugin Contributor angelleye

    (@angelleye)

    Per our in-house testing this is resolved and will be fixed in the 1.4.5 update we’re releasing shortly.

    We’re receiving complaints from potential customers that their payments will not process. Although the enter their Shipping address (correctly) when the go to process order with PayPal Express it would continue only asking

    Paypal tech support sent this after testing it:
    I attempted a payment on your website. I was redirected to PayPal with no issues, and brought back to your site to complete the payment. Then when I attempted to complete the payment it would not complete the payment because it kept saying my Name and Address was not entered.
    The plugin is not allowing the information to be updated and is not allowing the payments to be submitted.
    The best course of action is to ensure that your plugin is not preventing payments from completing.
    You may need to check your checkout and plugin settings.

    Can I please receive support to fix this please?

    Plugin Contributor angelleye

    (@angelleye)

    @connect2017, the first thing to do is make sure you’re running our latest version. 1.4.6.2, and make sure you clear any caching / CDN tools running on the site after updating to our latest version.

    If you still have problems then please submit a ticket here and we’ll get you taken care of one way or another.

Viewing 13 replies - 1 through 13 (of 13 total)
  • The topic ‘Shipping Address1 Empty Error Code: 10727’ is closed to new replies.