Hello @frankoutsole
Thank you for reaching out to us, we are here to help.
We have seen this pop up a few times and believe there was made a change on the PayPal server side, since the plugin does not have much control over the standard card payment option that is causing this. I would also not think switching to PayPal standard would fix this issue, but you might have experience with this and can tell?
We believe there are 2 options for possibly fixing this.
- We recommend you to change the
Card billing data handling setting to not send the WC form data to PayPal.
Use WC checkout form data is the default and makes the payment for buyers more convenient because they only have to add card number details.
But this only works as long as the WC billing information also match up with the card billing details. E.g. setting Do not use WC checkout form data would result in the user having to double enter payment details. First in WC, then after clicking the black button in the PayPal smart card fields. The best solution in between is Request only name and postal code as this is a mix between the two that should, in theory, prevent billing-details related problems.
- Switch to the Advanced Card Processing payment option. This option is controlled from our plugin and should not encounter the problem you are describing (since no pop up should be required for the payment, only for the instances that 3DS is required). You can read more about this payment option here.
Please let me know if this helps you resolve this issue and if you require additional support from our end.
Kind regards,
Joost
Thanks Joost. I haven’t used CC in combination with the Standard plugin. Your accountmanagers recommended me to use this plugin in combination with the CC method.
About recommended solution 1 – which seems really simple – does this affect any of my seller protection or risks of selling?
Hello @frankoutsole
Thank you for your response.
The change in data handling does not affect security or cause any issues with the sales.
However, the 2nd option (using ACDC) would be my primary advice for resolving this. The Standard Card Processing payment method is completely controlled by PayPal, while this new Advanced Card Processing payment method is the new card payment option that we have added to this replacement payment plugin for PayPal. Because this ACDC is controlled by our plugin, I would expect it would not run into the same issue.
I am not sure why you were advised to use the standard version, but I would suggest giving the new payment method a try. Let me know if you have any more questions for me.
Please read this information if you want to know more about these card payment options: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-card-processing-acdc
Kind regards,
Joost
Thanks. Could you please assist me to how to switch to ACDC? I see in documentation it’s a setting in the onboarding, but can’t find it as it’s installed already.
Hello @frankoutsole
ACDC is not available in all countries, please check here if you are able to get access to this.
If this is not the case, there is still another option for you to get access to it by using this code for adding your location to the list of approved countries.
Please let me know if this worked out for you or if you require additional support.
Kind regards,
Joost
I’m located in the Netherlands, so probably need customization. Honestly this is too complex for me and I want to make sure I won’t screw other PayPal functionalities. Can I get technical support through here or do I need to contact our accountmanager? I think I have been called by a Dutch colleague back then.
Hi @frankoutsole
If you want our support, you can get it through here, or you can open a private engagement via our service desk and these instructions.
However, activating Advanced Card Processing should not be too hard, and it is available in the Netherlands. You have 2 options on how to do this:
- Request the approval for using the advanced features manually via this link. Then, when you get approved, you can switch the “Advanced Card Processing” payment method on via the WooCommerce Payments page.
- You could disconnect your account and connect the account via the connect wizard, choosing the advanced features. This is done in the screen that is prompted before you click on the “Activate PayPal” button. Here is a screenshot. This process should do the request and connect your account at the same time.
Currently, I am talking with PayPal regarding this issue, and they are looking for example transaction ID and Debug ID’s. If you have logging turned on, we would love to get some of these IDs from you.
See if that helps you out, and don’t hesitate to open a private ticket if you require additional help.
Kind regards,
Joost
I’ll try the instructions later today or tomorrow. Thank you.
About transaction IDs, unfortunately I don’t have logging available. All I know is that there is no payment started, no pending order or whatsoever.
Hello @frankoutsole
When you are testing, please see if no entries are being generated in the PayPal Payments logs. I can’t replicate this situation on my testing environment, so I am looking for Transaction ID’s and Debug ID’s for letting PayPal take a look at this.
Good luck and thank you for helping us support our plugin.
Kind regards,
Joost
Hello,
It has been quite some time since our last communication, so we will mark this thread as resolved. Please open a new thread if you are still facing issues or have questions that you need us to answer.
Kind regards,
Joost
