Checkout page being handled within the PayPal window

Hi @kyarauk,

Do you have both PayPal Standard (the one built-in into WooCommerce) and PayPal Checkout enabled?

If yes, I recommend keeping only one of them enabled then test the behavior with a test order. You can check which payment gateways are enabled under: WooCommerce > Settings > Payments.

I also suggest that you check if you have set up any redirections relate to the checkout page.

@battouly I only have this plugin enabled in relation to PayPal. Everything has been working fine until recently so I am unsure to why this is.
The setup has been the same since the beginning.

Strangely enough when orders come through from my customers it comes through as PayPal but when I do it it comes through as PayPal Checkout and that’s when it does the behaviour I described above. I am logged out and on an incognito window.

Hi @kyarauk,

Are you perhaps using the same PayPal account that’s in your payment gateway settings to attempt checkout? In other words, are you using the same PayPal account as a merchant and as a “customer”?

In relation to that, are your other customers able to checkout just fine?

Also, are you seeing any error messages? If yes, can you please share a screenshot with us? You can us https://snipboard.io/ for that.

Hi @dcka it’s not even possible to attempt to pay in PayPal with the same email that you have setup to receive payments, so that’s definetely not what is happening here.

Strangely enough customers are paying and it comes through as expected, I can’t see what they are seeing thou, so that of course makes it harder to understand if they are experiencing the same issue as me.

There are no error messages on the front-end neither anything being logged in the logs.

I will create a few more test bookings this weekend and see if I spot a particular pattern that is making this behaviour and report back.

Hi @kyarauk,

[…] it’s not even possible to attempt to pay in PayPal with the same email that you have setup to receive payments, so that’s definetely not what is happening here.

You’re absolutely right. Using the same email would result in an error.

I will create a few more test bookings this weekend and see if I spot a particular pattern that is making this behaviour and report back.

You mentioned “bookings.” Are you perhaps using WooCommerce Bookings? Would you be able to share your System Status Report with us too? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste it into your reply here.

Can you also check if you get the same behavior with all other plugins except WooCommerce and PayPal Checkout deactivated? You can use a plugin like Health Check to run that test. You can refer to this guide here on how to use it: Troubleshooting using Health Check.

@dcka okay so I’ve done a bit more testing and below are the behaviours I have experienced.

Both these two transactions (orders) were both paid using PayPal however they have two different behaviours and hence the payment comes through differently as seen on this screengrab https://snipboard.io/3KU1Xe.jpg

– The order with payment method “PayPal” was made on a mobile device where the experience was as expected. User adds product to cart, proceeds to checkout, selects PayPal, enters credentials, clicks Pay Now and the transaction happens and the user is returned to the Thank you page of the website

– The order with payment method “PayPal Checkout” was made on a desktop device where the experience was as described in my original post

To confirm, I am not using any bookings plugin, apologies I work in an industry where orders are bookings so it was just the habit. These are normal WooCommerce standard orders.

If this was a plugin conflict would you not expect it to also be present on the mobile device?

Here’s the system report as expected

### WordPress Environment ###

WordPress address (URL): https://demsocks.co.uk
Site address (URL): https://demsocks.co.uk
WC Version: 5.5.1
REST API Version: ? 5.5.1
WC Blocks Version: ? 5.3.2
Action Scheduler Version: ? 3.2.1
WC Admin Version: ? 2.4.1
Log Directory Writable: ?
WP Version: 5.8
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: –

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Server Info: Apache
PHP Version: 7.4.22
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.66.0
OpenSSL/1.1.1k-fips

SUHOSIN Installed: –
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Max Upload Size: 256 MB
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SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

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WC Database Prefix: wp_
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### Post Type Counts ###

aoc_popup: 1
attachment: 249
cookielawinfo: 3
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nav_menu_item: 54
oembed_cache: 1
page: 29
post: 9
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shop_order: 448
shop_order_refund: 14
sp_wps_shortcodes: 1
wafs: 1
woo_discount: 1
woo_discount_cart: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (26) ###

Async JavaScript: by Frank Goossens (futtta) – 2.21.06.29
Bloom: by Elegant Themes – 1.3.12
GDPR Cookie Consent: by WebToffee – 2.0.5
Dispatch Countdown: by Andy Mardell – 1.0.7
GAinWP Google Analytics Integration for WordPress: by IntelligenceWP – 5.4.6
WP Armour - Honeypot Anti Spam: by Dnesscarkey – 1.8.4
Loginizer: by Softaculous – 1.6.7
Mailchimp for WooCommerce: by Mailchimp – 2.5.2
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PW WooCommerce Gift Cards: by Pimwick
LLC – 1.184

SiteGround Optimizer: by SiteGround – 5.8.3
TI WooCommerce Wishlist: by TemplateInvaders – 1.27.1
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.59

Abandoned Basket Lite for WooCommerce: by Tyche Softwares – 5.9.0
WooCommerce Advanced Free Shipping: by Jeroen Sormani – 1.1.4
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.2
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WooCommerce Google Analytics Integration: by WooCommerce – 1.5.1
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WP Mail SMTP: by WPForms – 2.9.0
Yotpo Social Reviews for Woocommerce: by Yotpo – 1.1.8

### Inactive Plugins (0) ###

### Must Use Plugins (1) ###

ET Support Center :: Must-Use Plugins Autoloader: by Elegant Themes –

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
pw gift card (pw-gift-card)
simple (simple)
variable (variable)

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exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #214566 - /shop/
Basket: #214567 - /basket/
Checkout: #214568 - /checkout/
My account: #214569 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Dem Socks
Version: 1.0
Author URL: https://demsocks.co.uk
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.9.0
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: dem-socks/woocommerce/checkout/form-billing.php
dem-socks/woocommerce/checkout/form-login.php
dem-socks/woocommerce/emails/admin-new-order.php
dem-socks/woocommerce/emails/customer-on-hold-order.php
dem-socks/woocommerce/emails/customer-refunded-order.php
dem-socks/woocommerce/emails/email-addresses.php
dem-socks/woocommerce/myaccount/form-edit-address.php
dem-socks/woocommerce/myaccount/form-login.php
dem-socks/woocommerce/myaccount/form-lost-password.php
dem-socks/woocommerce/myaccount/my-address.php
dem-socks/woocommerce/order/order-details-customer.php

### Geolocation debug info ###

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MaxMind GeoIP license: ?
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Real external IP: 80.0.98.124
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Geolocation Test: ?

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Version: 2.0.22
Base location: GB
Base currency: GBP
Price Based On: billing
Shipping: ?
Test mode: –
Test country: –
Load products price in background: –
Prices entered with tax: –
Calculate tax based on: shipping
Display prices in the shop: excl

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name: US
countries: US | UM | VI
currency: USD
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auto_exchange_rate: no
disable_tax_adjustment: no

### Zone Pricing EURO ###

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name: EURO
countries: AT | BE | CY | EE | FI | FR | DE | GR | IE | IT | LV | LT | LU | MT | MC | NL | PT | SM | SK | SI | ES | VA
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### TI WooCommerce Wishlist Templates ###

Overrides: –

### Action Scheduler ###

Complete: 387
Oldest: 2021-08-07 19:33:29 +0100
Newest: 2021-08-09 19:05:38 +0100

Pending: 1
Oldest: 2021-08-09 19:11:38 +0100
Newest: 2021-08-09 19:11:38 +0100

### Status report information ###

Generated at: 2021-08-09 19:08:45 +01:00

Hi there!

We’d like to get a little more information, including screenshots of those two test orders from within WooCommerce.

Rather than sharing those screenshots here, I’d like you to open a ticket.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done, as well as the screenshots of those two test orders. Make sure to include the order notes (from wp-admin) on those two orders.

We will be able to help you further there

Hi @melindahelt

I am trying but having a few issues.

When I try to submit my support ticket, I get an error as seen here – https://snipboard.io/xvHe53.jpg

This is also the response I am getting – https://snipboard.io/Pbxcty.jpg

Please advise how to provide the requested screengrabs.

Hi there!
I’m sorry to hear that you’re experiencing this issue while trying to submit a ticket.

May I ask what’s the browser you’re using? You can try deleting cache and cookies from your website and see if you’re able to submit the ticket now.

If this still happens, can you please try with another browser?

Let us know how it goes! We will be here for any questions you may have.

Hi @ilariasomma

I tried your suggestions both on Chrome and Edge and the same issue was presented.
I ended up submitting the requested information under a different option “help with my account” rather than help with extensions.

Hi @kyarauk,

Thanks for the submission. We’ll take a look and get back to you via the email on your account. Cheers!

I am experiencing the same thing as of today. it was working fine and now I receive this error. Any update to this ?

Have you tried updating Divi?