I am getting so many incomplete orders with PayPal, and not getting a lot of information from my customers unfortunately.
People are clicking the PayPal Button, going through and then get kicked back and out of PayPal was the last 2 complaints.
Payments are not being made, they are all incomplete orders. Some customers try again and it usually works, but others simply leave.
I am using PayPal complete payments.
I really do not want to ditch PayPal from my site, it is the go-to payment option here in Australia.
try and place some test orders your self and see what errors you get.
what is the paypal response in the admin panel under the customers incomplete
and have you seen this
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Hi Thank you for your response, I have tried to replicate with no luck at all on either phone, tablet or computer. I have asked clients to try and replicate, but it only ever happens to them once, the 2nd time around there are no issues (Unfortunately many just leave and don’t retry).
I have spoken to PayPal and their tech guys are looking into it, but it doesn’t seem to be anything on their end at this stage. They cannot even see where my customers have been unable to get into PayPal. I have given them exact times plus email addresses etc, but can see nothing on their end.
I did see the the post you have highlighted, but I am not getting actual failed orders, they are all just “incomplete” they actually get rejected by PayPal for some reason, and simply come back to my site.
I am going to work with PayPal to try and impliment onsite PayPal payments, hopefully that will elliminate the problem, but that is going to take a week or so apparently.
The entire thing is driving me crazy
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good luck, let us know the result
We are getting the exact same issues, incomplete orders. The customers leave thinking its a problem with their account and usually never retry or sometimes 4 or five times until it is successful, this issue is loosing sales. PayPal has not found any issues on their side as of yet.
Same to me using PayPal complete payments. Changed to Paypal Express.
I am not 100% sure but I have noticed it started when was implemented to send shipping to paypal. I have unticked this feature but still getting incomplete orders. Tried test orders and all went through, no errors. And after gave up with PayPal Complete Payments.
I may be wrong, but when did this start happening.
on a cs update probaby 6 months ago, they changed the way incomplete orders were listed. Previously cs overwritten the old order number with the new details, but now it creates a new order with a different number and leaves the old one as incomplete.
So now we do get maybe 2, 3 or 4 tries before the customer gets to success. ANd its usually when they have changed something, or missed something, but I also think, “incomplete” means they havent got to the paypal or credit card website yet, but still on your checkout page.
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This is also an issue we are facing, success rates for PayPal is extremely low in comparison to Stripe Connect (which we also have running).
Users puts all information in - clicks pay and has such a negative experience or is unable to proceed that we lose the sale
This is exactly what is happening to us also, but so many customers simply leave, because of the bad experience. I have had PayPal look into it, and each of those incomplete orders have not gone across to them, they cannot see any interactions from either the customer or us for the date and time.
Also one of the major problems in Australia, is that although I am running stripe, most of our customers here will only use PayPal, making the situation even worse.
You are totally correct. In the version 4.17.1:
[*] Orders: Changed the behavior for returning to the checkout page without paying (for example, using the “Back” button in the browser). Previously, the order was “deleted”, and only got created after a successful payment. Now the order will remain with the “Failed” status, and a new order will be placed alongside it after a successful payment.
And by default, orders created using the PayPal Complete Payments (Multiparty) payment method will be created in the Incomplete status. If a customer cancels a payment on the PayPal side, the order will remain in the Incomplete status, and the next time the customer tries to pay, a new order will be created.
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Well I am sorry but it is creating grief with my customers, often they are simply kicked out and have to come back in to try and complete the order. If I could afford to drop PayPal I would, but it is the payment option most of my customers want. We do not have this problem with Stripe or Eway simply PayPal.