advance appears buyer checkout clarify codes completion contact copy customer customers data displayed down due error explain fixed free happens issue losing lot message news payment paypal post presume problems profile purchase recommend reply sales seller service shouldn site support system thank-you times transaction usually web

Hi,

I've got a customer who's been attempting to purchase from my site a number of times now but keeps getting this same error - Can anyone explain why this is happening? A web search doesn't reveal a lot other than it can be down to the rounding up of the digits, I presume when converting the currency. Take a look here: http://forums.networksolutions.com/nscommercespace-premium-f40-anyone- getting-this-error-with-paypal-express-or-payments-pro- t8867.html#entry36482

Customers screenshot:

<img src="http://img17.imageshack.us/img17/5103/2afd6a4512c747efa364b75.png" /></a>

Any suggestions welcome
Thanks in advance
Neil

Hmm, interesting. The message from your screenshot is just us displaying the data that PayPal has handed us in case of error that we can't do anything about. What's odd is that actually represents two different error codes; we usually only see one in any given response.

15008 is the total-doesn't-match. We actually ignore this when it's returned with a "SuccessWithWarning" acknowledgement because we have our own total verification, and PayPal pretty regularly throws this when there's no real issue at all. This shouldn't be the cause for your buyer's problems.

10001 is the "Transaction failed due to internal error" message; i.e. something's broken at PayPal. There may be something about that particular buyer's payment data, or the authorization/capture from the card issuer, that they're not handling well; whatever the case, it's not anything we at ej have any visibility into.

I'd recommend contacting PayPal directly about this since it appears you're losing sales because of this. Feel free to copy support on your communications with them if you'd like us in the loop on this, but I'm not sure if there's anything we can add.

Thank you for your indepth reply, I'll contact Paypal and see what they have to say.

I'll come back and update this thread with the news.

Regards
Neil

We recently had another seller encounter the same pair of errors, so I just wanted to post a followup here with the resolution that fixed it for them:

Paypal had a weird issue with the customer service number not being in the profile. It had not been there for the entire ten years that I have been a client. Then without warning the account could not process the credit cards without it. Paypal reps have no record of why this happened.

To clarify, that "customer service number" would be a phone number entered in the seller's profile at PayPal's end. This number being missing in the seller's profile was what caused the 10001 "internal error" at PayPal's end which prevented completion of checkout.

Apparently the 15008 error was a red herring, as that's just a "SuccessWithWarning" notification that happens fairly routinely without preventing checkout, and which our own system's total-verification routine compensates for. This error was only being displayed because it coincidentally happened to occur at the same time as the 10001 error which was the real show-stopper.