Hi @bolero99
We regret to hear you’re encountering difficulties with Standard Card payments.
Generally, Advanced Card Processing is the preferred option when it is available for you. The Standard Card button works fine in the majority of cases, but there are certain scenarios where it could potentially fail. These are often outside of the influence of the plugin, though.
[…] significant spike in either timeouts, hanging or just very slow response times when customers are attempting to pay by credit or debit card.
Can you reproduce any such timeout when testing it with a PayPal sandbox account and testing cards? We haven’t seen too many similar reports lately.
Customers paying by card are also sometimes being redirected to login to PayPal when trying to receive an OTP from bank.
A similar-sounding issue a while back on PayPal’s end resulted in the described behavior. PayPal has fixed that issue since, but we would need some more information to judge it better. So it would be quite helpful if you could enable Logging in the connection tab to gather more details about the plugin activity.
Every payment attempt will be logged with a debug id which can help e.g. the PayPal Merchant Technical Support to trace the payment on the PayPal side.
We would also be happy to review the logs for any possible anomalies.
Thanks!
Kind regards,
Niklas
Thank you for the quick response Niklas. I have just realized that we are running v.2.0.3. Forgive my ignorance. Would it be advisable to update to the latest version in the first instance? Obviously, I don’t want to create more issues that could cloud diagnosis here.
We’ve also seen a few cases of duplicate orders recently which is concerning as some of these were getting fulfilled. Is this something that has been reported? I will speak to my developer about getting logs in the mean time.
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This reply was modified 2 years, 9 months ago by
bolero99.
Hi @bolero99
The team just released a new update 2.1.0. Before updating your plugins or making any major changes to your site, we recommend creating a backup. But this update was tested thoroughly, and we advise sticking with the latest plugin version whenever possible.
But that being said, there haven’t been any changes lately that would impact the behavior of the Standard Card button. If there are any problems with this button, the odds are the behavior is originating at PayPal and not directly in the plugin.
But we can better judge it when we had the chance to look into the logs. They may contain sensitive details, so if you’re not comfortable sharing them on a public forum, you’re welcome to share them privately with our support team. In that case, please include a link to this thread.
Thank you!
edit: duplicate orders can happen in some certain cases, but to better judge it we would also be interested in a copy of your WooCommerce system report.
The system report can be accessed from here:
WooCommerce > Status > Get system report > Copy for support
Thanks!
Kind regards,
Niklas
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This reply was modified 2 years, 9 months ago by
Syde Niklas.
Hi Niklas, we will be enabling logging today to collect further info. I wanted to give you some more information first though. A new Failed status error seems to have emerged which we have never seen before but since it has started, has a happened approximately 5 or 6 times in the last 2 days. The error message is “Payer needs to perform the following action before proceeding with payment”. I understand this could be linked to some form of overcharging? However, nothing has changed with our website so I’m not entirely sure what could be happening here. Any insight would be greatly appreciated.
Hi @bolero99,
Yes, this message relates to overcapture scenarios. Overcaptures are not allowed for shoppers from PSD2 countries due to local regulations.
PayPal has to enforce PSD2 requirements: New overcapture requirements (PSD2)
When the buyer from a PSD2 country authorizes e.g. a 100€ payment but additional fees are added before capturing it, resulting in a 120€ order total, PayPal will throw the PAYER_ACTION_REQUIRED error. The plugin handles this error by printing the Payer needs to perform the following action before proceeding with payment order note and redirecting the buyer to the PayPal website, where they can see the updated order with the correct totals before getting another chance to confirm the payment.
This process happens automatically and usually succeeds. The buyer is only charged once. But it’s possible that a buyer may not complete the second payment attempt. In that case, the order may remain in the Failed status.
The team is working on improving error messages, notes, and logs across the plugin, and this one will be modified to explain better what happened during the payment process.
But if overcapture scenarios frequently occur on your site, then you may want to review how any additional extra fees may be provided on your site if they are also passed to PayPal when the buyer initially clicks the PayPal button.
Our team would also be happy to take a closer look if you could share with us a copy of your system report. Thanks!
Kind regards,
Niklas
That’s very odd. All charges on our site including taxes and shipping are presented prior to any payment information being collected, so I can’t think why PayPal would be flagging any customers for PSD2 requirements. I suppose that’s a question for them though.
Are there other reasons this same error message would show not linked to PSD2?
I am currently collecting logging info and will send it to you guys to look at as this isn’t the only error we are getting. Appreciate your input so far.
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This reply was modified 2 years, 9 months ago by bolero99.
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This reply was modified 2 years, 9 months ago by bolero99.
Hi, just another update. The issues appear to be arising when customers are being sent to PayPal to pay, after entering an OTP or inputting their card details using the debit/credit card button, this seems to happen whether the error message is “Payer needs to perform the following action” or if it says “instrument declined”. I’m not sure why they need to be taken to Paypal to input their information again.
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This reply was modified 2 years, 9 months ago by bolero99.
Hi @bolero99,
Both the PAYER_ACTION_REQUIRED and INTRUMENT_DECLINED errors are handled the same way in the plugin. As explained above, the buyer is sent to the PayPal website so they can try again to confirm the payment. If the payment fails two more times, the buyer is redirected to the Checkout page with an error message.
PAYER_ACTION_REQUIRED occurs when PayPal rejects the payment due to overcapture. Your website configuration can be relevant and potentially lead to this error when not all the payment details are sent to PayPal during the order creation.
If we get a chance to check out your logs files, we may get a better understanding of why this error happens. You can share them privately with us from here. But in cases of API errors like this, the PayPal Merchant Technical Support is often the better contact to figure out what happened at PayPal.
INTRUMENT_DECLINED occurs when the funding method of the buyer (e.g. credit card) was declined by the payment provider (e.g. the bank). Banks may sometimes block a card payment on the first try but a second attempt may succeed after the buyer confirmed the attempt with their bank.
This error is not something you could do anything about, it’s between the buyer and their bank.
Kind regards,
Niklas
It’s been a while since we last heard from you, so we’re going to mark this thread as resolved. We hope the information provided above helped you out.
If you’re still experiencing issues, or if you need any further assistance, please don’t hesitate to reopen this thread or create a new one.
Thank you!
