Addresses Missing In Paypal but captured in WooCommerce

We have gotten a few reports of this, but we’re struggling to pin-point the problem.

Were these orders done with Express Checkout? Were they done through an EC button from the product/cart page, or did they go through the WooCommerce checkout page?

Of the 4 from yesterday and 14 today (18 total), all of them paid with credit card. We use DoDirect for credit card payments.

All 18 of them used WooCommerce Checkout page using Paypal Payments Pro.

Besides those details I don’t see a common denominator in the order details or use/non-use of coupons if that helps.

This is our site so you can see the checkout flow if that helps – https://bit.ly/294yyuD

Let me know if I can provide any other details.
lisa

Do you have logging enabled in the plugin? I need to get a look at the log which includes the orders where shipping is not showing up at PayPal.

Yes, I’ll include the file in ticket #883358

From looking at your logs the shipping address is included in the API request to PayPal just like it always has been.

I’m going to have to submit this to PayPal MTS and see what they can tell me about this. I will update here when I get a response from that.

The example you included in the ticket is NOT one that was missing address information in Paypal.

I just pulled the last one, so I guess it’s not happening on all orders..??

Can you tell me the transaction ID of one that it happened with so I can give the correct log to PayPal?

PayPal has indeed confirmed this a problem on their end, but I need to provide as much accurate information to them as possible so they track it down.

So to confirm, this apparently isn’t happening on every order, but randomly..??

Correct, not all orders. I’m adding a couple to the ticket #883358

PayPal has informed me that this problem has been fixed. I’m going to close this ticket, but feel free to respond again if you continue to see this happening.

My store has had this happening for a few days now. The log file shows that the seller is “Ineligible” for seller protection (i.e.: NO billing address was passed to PayPal). however all the address information is in place in the log.

• This reply was modified 8 years, 1 month ago by clori58.

@clori58, you should probably create separate ticket for this, but I’ll give you a quick answer.

When working with Express Checkout there is no “billing” address involved. There is an option in our plugin settings to use the Shipping address that PayPal provides and fill in the Billing in WooCommerce with that data just so it gets populated with something. Sounds like you must have that option enabled, so that’s why you see data there.

It’s actually an odd error to be getting back with Express Checkout, because again, there really is no billing address associated with that.

Can you verify that’s what you’re using and these aren’t coming from Payments Pro transactions?

I am trying your plug-in, and still have issues sending correct addresses to PayPal. However, I have found a workaround. If the PayPal Express button is activated on the cart page, PayPal will use the user’s registered address. However, placing the button there means that shipping and tax or not calculated. Is there a workaround for this other than using the plug-in from the checkout form page where these values are added as a part of entering an address? I am trying to avoid user entry errors during the checkout process. Using the PayPal address would be preferred, and I will check the box for the option you have described if I can figure out a way to pass tax and shipping values. Thanks.

@clori58, if the PayPal button is used from product pages, the cart page, or the top of the checkout page, it sends the user to PayPal where they login and choose their address, and then it sends them back to the site.

That’s where the site would display the shipping / tax information based on the address the user selected for shipping.

So when you say “using the PayPal address would be preferred”, well, that’s exactly what it’s doing.

So I’ll need you to clarify your problem.

Yes, I noticed that it does return shipping on the review page before the person confirms the order. However, Tax is not calculated.
These are my settings:
PayPal express checkout is set to show on the cart page at the bottom. My PayPal account is set to only sell to logged in PayPal users (no guest checkout) however the store allows for guest check out (store reg not required). User presses the PayPal button and logs into PayPal and chooses an address from their account. No shipping or tax shows in the drop-down for the order. User continues and is returned to the website order confirmation page. Shipping shows but taxable order shows zero tax. The tax settings for the store are based on cities (not zip) due to the tax structure of California. I tested zip code based but that didn’t work either. Hope this is the info you require. Thanks for your help.