Hi @6strings
Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.
Once you’ve done that, paste it here in your response.
Also, enabling the “Address Override” option will prevent the checkout address from being changed at the PayPal end. It will affect express checkout and PayPal will strictly verify the address.
All the best,
Hi Andre.
Thank you for assisting.
We don’t use Express Checkout, so I think the “Address Override” setting might solve the problem.
As this issue has only happened with one order, I am wondering if it has everything to do with the way that customer checked out. The vast majority of our customers are corporate entities, and they don’t have PayPal accounts. They simply put in a CC# and billing address. I think this customer may have logged into a personal PayPal accout to checkout.
From what I see on PayPal, PayPal personal accounts have only one address – the “Confirmed Address”. If the buyer logs into their personal PayPal account to make payment (instead of just putting in their CC info), it seems like PayPal will use the Confirmed Address for shipping labels as a fraud-prevention measure, and will pre-populate that address in the fields on the shipping label,ignoring the ship-to address from the cart.
This would explain why that customer’s order had a shipping address that appeared nowhere else on our end.
Also, if the buyer has a PayPal business account, then they could specify a ship-to address in their PayPal business account. In that event, the label will pre-populate using that address (again, ignoring whatever was given in the cart?)
If a person simply pays with a credit card, and does not log in to a PayPal account, the ship-to address provided by the cart is what will appear on the label.
Could this explain what happened or am I completely off base?
Kind thanks.
Gene
Hello,
I understand your point. This is interesting.
You can make a test order once the Address override option is enabled, it prevents address info to be changed.
More information in our documentation below:
https://woocommerce.com/document/paypal-standard/#setup-and-configuration
Let us know if this makes a difference.
Best.
That sounds like a good plan.
I will do some testing but it probably won’t be until the weekend at this point.
Once I have some results, I’ll come back and let you know what my findings are.
All the best and thank you for the great support!
Gene
Hi,
No problem at all.
Just in case your site is a production site and you do not want to make tests on it, you can ask your host to assist you with a staging site.
We also recommend a plugin for that WP Staging for quickly spinning up a new test site.
I hope this helps.
lol – thanks, I will ask myself to assist (We host our own servers).
The WP Staging plugin is a great suggestion. I didn’t know there was such a thing. I wish I found out about it a month ago!
That helps a lot.
Hi again,
I understand.
Let us know how it goes, we’ll be here if and/or when you are ready to continue.
Cheers.
This thread has been inactive for a bit, so I’m going to mark it as closed.
We’ll be here if and/or when you are ready to continue.
Cheers
