Shipping addresses not registering on PayPal

Hello @midpath

Thank you for reaching out to us, we are here to help.

This situation typically arises when products are set as “virtual” because they are treated as items that do not require shipping. In such cases, PayPal orders exclusively capture shipping data and do not include billing information.

When a product is not marked as “virtual,” and the order lacks shipping details, the plugin will intelligently transmit the billing details to PayPal, essentially repurposing them as shipping information for the transaction.

Kind regards,
Krystian

Hi Syde. We only have physical products. All orders have shipping addresses. This is only happening to orders using Advanced Card Processing. PayPal payments still register the shipping addresses fine.

Hello, I agree with Jason in his topic. I’ve had the same problem for several weeks. My shop only sells physical products. And it also appears when paying with a advanced card.

But I’d like to add that I’m still using the version 2.4.3 of the extension. So I’ll remove the link with the latest 2.7 update.

• This reply was modified 6 months ago by benber.

Hello @midpath

To better assist you, we may need to examine your setup and system report more closely. Please contact our support team by opening a ticket at our service desk here: Request Support.

Make sure to include the URL of this thread in your ticket for reference.

Kind regards,
Krystian

Hello @midpath and @benber

An update regarding this issue. This issue originates from PayPal, not from the plugin. It began on May 20th and is currently a high-priority concern for PayPal, who are actively working on resolving it.

You do not need to update the plugin to resolve this issue as the fix will be applied on PayPal’s side. However, it’s important to note that orders that are currently missing shipping addresses will not be retroactively updated with those addresses once PayPal resolves the problem. For any orders that are affected, you may need to manually reach out to the customers to confirm their shipping details.

If you have any concerns regarding how this might affect PayPal’s seller protection or any other queries, I strongly recommend reaching out directly to PayPal Merchant Support for detailed assistance.

Please let us know if there is anything more we can help you with.

Kind Regards,

Krystian