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evidencegroupe
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August 2, 2017 at 1:51 am
Hello,
I use paypal express (event espresso 4.9.41.p / wp 4.7.5). Most of payments work fine but some of them cannot be processed. Paypal returns the following message (translated from french) :
We are not able to finalize the payment.
The customer who contacted me to point out this error tried with 4 different credit cards, one paypal account both on a PC and a mobile phone…
Have you already experienced this issue?
Thank you
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Tony
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August 2, 2017 at 1:58 am
Hi there,
If you go to an EE transaction for one of the registrations this happened on, what does it show within the ‘Gateway Response’ field?
It’s this section you are looking for – http://take.ms/MwWI3
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evidencegroupe
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August 2, 2017 at 4:21 am
I have checked all “incomplete” transactions :
– some of them have a message like “no payment for this transaction”. I think the customer didn’t pay. No problem.
– some of them has the field “gateway response” empty
– only one have the following message into “gateway response” field :
10419, 10406; Express Checkout PayerID is missing., Transaction refused because of an invalid argument. See additional error messages for details.
See : http://hpics.li/2db9e95
Thank you
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Tony
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August 2, 2017 at 4:33 am
– some of them have a message like “no payment for this transaction”. I think the customer didn’t pay. No problem.
Means they didn’t click to complete the registration and be sent to PayPal.
– some of them has the field “gateway response” empty
Those payments show as Pending and you’ve not had reports of users being able to pay on PayPal but EE shows they have not paid, correct?
If so it means the user clicked to go to PayPal, then didn’t pay and closed browser.
10419, 10406; Express Checkout PayerID is missing., Transaction refused because of an invalid argument. See additional error messages for details.
Other PayPal Express payments are working as expected, right?
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evidencegroupe
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August 2, 2017 at 8:34 am
Those payments show as Pending and you’ve not had reports of users being able to pay on PayPal but EE shows they have not paid, correct?
If so it means the user clicked to go to PayPal, then didn’t pay and closed browser.
I do not speak with the final customer (I am the technical supplier). There is a person who made 3 reservation like this (he tried 3 times, not the same day). I don’t think he creates reservations just to have fun. Maybe his payment means do not work…
But the main problem is this payment error (we are not able to process the payment). Paypal express works because other people are able to pay with it.
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Tony
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August 2, 2017 at 9:35 am
Ok, I should have explained a little more.
If there is no gateway response then EE hasn’t received any details from PayPal, generally, this happens when users are directed to PayPal and then don’t return, either closing the browser or they have an issue whilst at PayPal.
But the main problem is this payment error (we are not able to process the payment). Paypal express works because other people are able to pay with it.
The fact that other payments are working point to an issue on PayPal’s end with this specific transaction, have you tried contacting them to confirm?
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evidencegroupe
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August 3, 2017 at 1:16 am
I tried to call the technical support but nobody answered (I waited for 20 minutes…). I’m going to call them back later.
What about this error :
10419, 10406; Express Checkout PayerID is missing., Transaction refused because of an invalid argument. See additional error messages for details.
It looks like a parameter is missing. Maybe something EE does not send correctly.
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Tony
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August 3, 2017 at 1:39 am
That’s the error I’m talking about.
The PayerID value is from PayPal, so if you don’t have a value its because PayPal hasn’t given you one. If EE wasn’t sending the details correctly then this would happen for every payment, not just one.
The payment logs on your site can be used to confirm this is preferred, go to:
Event Espresso -> Payment methods -> Logs.
Search for the transaction number that is having this problem and view the logs for the payments made on that transaction (there will be multiple log entries), check for a PayerID in any of those log entries.
Or I can take a look at the logs if you can send temporary log in details using this form:
https://eventespresso.com/send-login-details/
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