Post
by krittleb » Wed Nov 30, 2011 5:26 pm
Glad I found this post and our issue appears to be more universal than I thought. As others above, ALMOST all of our PayPal payments come through just fine and all statuses update correctly, the shipment proceeds, and customers are happy. HOWEVER, we have started having around one payment a week that is completed in PayPal and the status is not pushed back to our site. The order information from AC shows in the PayPal admin, so it is obvious that everything is transmitting TO PayPal, just not back. We do not use PayPal Express, only the Pay Now PayPal button located on our check-out page. Our settings are correct, we have the correct primary e-mail address specified.
Note that we did not ever have this problem (started using AC almost 4 years ago) until a couple months ago. It sounds like PayPal maybe changed some requirements/processes around that time??
Another thing to note, we have not checked it before on previous occurrences, but since reading this thread, we checked the ones from this week, and there is NOT a shipping address provided in PayPal. So, it looks like AC is not sending the shipping address and/or they do not have one on file with their PayPal account.
Please advise ASAP as we absolutely cannot spend the time to check dozens of "Authorization Pending" orders against our PayPal account ever day to see if any are actually paid. Also, customers do not always use the same e-mail address on our site that is associated with their PayPal accounts, so even if we manually check all the e-mail addresses in PayPal for the "Authorization Pending" orders, it still won't catch them if they use a different e-mail.
This is frustrating beyond belief and our customer service agents are about beyond themselves as we are getting inundated with VERY unhappy, formerly loyal customers. Many are demanding refunds and taking their business elsewhere. We rely on return customers and flawless customer service and order experience to accomplish this and it has been our one major ongoing disaster.
This is beyond "bug" status, it is an emergency situation for us.