I've had a few customers reporting difficulties completing their orders using Paypal payment and am concerned in case this could be connected with the 7.9.6 update which I applied recently.

The latest customer reported the following - 'After completing paypal l and get returned to your website asking me where did I hear of you, what is my County and a warning message across the top about "num" something and then go to checkout'.

I appreciate that customers sometimes run into problems completing orders for a variety of reasons so I'm not sure if this is an issue with our site or not. Most customers are completing their PayPal payments successfully, but we've had more failed payments than usual..

Richard.

Hi Richard
This sounds like a PayPal Express order where the customer's county wasn't recognised. But in cases like this they should just be asked to select their county and move on but do you know what they county they eventually selected was? It would be really helpful if we knew more about the details of this...

quote:

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and a warning message across the top about "num" something and then go to checkout'.

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Is this a customer who you think would be willing to start a PayPal Express order again and take a screenshot of that message? They wouldn't be charged if they stop on that page.
I don't think this is to do with the update by the way as there haven't been any changes to PayPal Checkout in a while.

Vince


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Hi Vince,

Thanks for your reply. The customer has now sent a screen shot of the checkout page which just has the message 'You must select a County before proceeding' at the top of the page. Their county is Cambridgeshire and they have ordered and paid by Paypal several times in the past without any issues.

One thing I did notice on the screenshot, right at the bottom, is that the alternate delivery address dropdown is open so I'm wondering if they have opened that accidentally without realising and not completed the required details there. I pointed this out to the customer but haven't heard back yet.

As you say nothing has changed in the latest update I'm hoping this is just customer error.

Richard.

Hi Richard
Could you send that screenshot to me at vince AT ecommercetemplates DOT com

Vince

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Hi Richard
I think most of the issue comes down to the fact that the customer did need to select the County for the order which you do need for weight base shipping split by counties. But there was an error message on the page as well and that could be what was confusing the customer so I've fixed that now and added the fix to your site. It's also in the updater if anyone else has this issue.

Vince

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Hi Vince, Thanks for the Paypal update. Can I just let you know about another minor issue I've noticed... On the admin home page, when it automatically refreshes it usually shows the latest order details but recently it has stopped working properly and just shows dashes where the latest order details should be. It does work correctly if I refresh the page manually.

Richard.