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Hi @mattkeowen, I’m really sorry for the delay in response Can you confirm which gateway you are using right now? PayPal PayFlow Or Do Direct?

I am also having this issue with Paypal Express only. I have paypal pro and paypal express with PayPal DoExpressCheckout. After time passes, they go from pending to cancelled. The orders never show in my paypal account, I called and you all said they never transacted through paypal. So, I tested it myself. An error pops up when trying to check out with Paypal express: 10427 – Shipping total is invalid.

Oddly, this is triggered on higher value orders only. Orders over 80 in product value. Remove a few items and the error stops. I have flat rate shipping so this makes no sense. In addition, it is not happening with Paypal Pro. They can transact no issue with a CC Card.

This has cost me two 100 dollar plus orders at this time now and needs corrected immediate.

Nalani

@angelleyesupport I’m using Paypal Pro Payflow. And like Nalani, this seems to impact only larger dollar value orders. Unlike Nalani, the orders do however complete in Paypal and record in my account.

@nalaninoni, Do you have logging enabled in your settings? We would need to get a look at the log file to see what shipping amount is getting passed. Apparently it’s something that isn’t valid..??

@mattkeowen, Same for you. Do you have logging enabled? Can you provide a masked copy of the log so I can review the data?

@angelleye Paypal sent a log that showed the shipping changed to a negative value in the higher orders. I wrote to Woocommerce who suggested it was not their issue but an issue with your add on. They had me deactivate your paypal express option and put a different developers Paypal express add on. Doing this immediately corrected the issue. This suggests with certainty that the reason for this error exist wither your add on at the moment. Please let me know when corrected, as I will happily switch back to have all paypal options within on add on versus two. But for m store at this time, I will remain with the one that operates correctly. Thank you so much for reaching back out.

@nalaninoni, Can you please provide details about how you have shipping rules setup as well as tax, discounts, and product pricing? Do you have logging enabled in the plugin settings? We’d need to see a sample of the log to help figure out what happened here.

@nalaninoni, can you also please verify which version of our plugin you were running?

@angelleye I’m not able to provide a log file at this time, however, as mentioned earlier, there did seem to be be issues with non-match for postal code or CVV2 on both the orders in question. There were still passed thru to Paypal and also processsed, completed by Paypal. Not sure if that’s part of the cause or not.

@angelleye I no longer have the plug in enabled so apologies for not having logging enabled at this time. I have flat rate shipping set up and each product is set up on flat rate as well as a shipping zone. No discounts, taxcloud is enabled and product pricing is a set price in values of 5. Later tonight I will enable your paypal again, enable logging and recreate the issue to send you all the logs so you can correct the issue. But after will have to put back the other add on so it functions. If you let me now when it is corrected, I can switch back to you. I am still using you for Paypal Flow, just not express which is the source of the issue.

Okay, yes, that would be a big help as we are unable to reproduce the problem when we’re running tests. Are you sure you’re running the latest version of our plugin?

@nalaninoni, Were you able to come up with more info for us on this? We don’t have any other reports of it happening, but we’d still like to get to the bottom of what you were facing if we can.