I’ve had 2 transactions fail in the last 12 hours or so. One said: “Declined Error: The transaction cannot complete successfully. Instruct the customer to use an alternative payment method. (Code: 10417).” This was someone who tried to use their PayPal account.
Another order a few moments ago failed, and the order page says: “This transaction cannot be processed.”
I’ve done nothing to my cart for months, as far as upgrades or modifications, so it’s not that. Just bang, all of a sudden these orders failed. I am using PayPal Pro as my payment processor, and my cart version is 2.1.1.
Thanks in advance if you can help me figure out what’s going on.
The 10417 error code has the following description on the “API Error Codes” page:
Instruct the customer that PayPal is unable to process the payment and redisplay alternative payment methods with which the customer can pay.
You should better contact the PayPal support team and ask them why such a problem occurred.
You can also read the Paypal express Error 10417 topic where the similar problem was discussed.
I would guess that the cart is unable to make a connection to the off-site processor (paypal or other) and that’s why it’s throwing the error. Could be the payment provider’s site or it could be the network related to your host. But if the client is able to get through the checkout process it’s more than likely the payment provider.
OK thanks. One of the customers was able to complete the order on the second try the next day. Another retried several times, but then ended up choosing to pay by check.
I’m getting about one of these every other day now. Problem is, some people don’t bother to come back and try again.
Is anyone else having this problem? I’m using PayPal Pro.