PayPal Error at Checkout Explained (UPDATED)
Just a brief note to let you know that as of yesterday, some buyers on Bonanza were reporting a checkout error when trying to make purchases on Bonanza while using PayPal as a payment option. The error, "PayPal Error 10417," looks like this (see below) and is normally associated with a high risk calculation on PayPal (high risk items like electronics, etc). We confirmed that that is not the case on Bonanza as there are no common factors with the transactions in error.
We immediately directed all resources on Bonanza to identify the trouble and found that this was an issue on PayPal's side. PayPal has escalated this incident to their engineers and we hope to have a resolution shortly. In the meantime, we have created a banner at checkout that will explain to your buyers what is happening and also to help direct them in the case that they get the above error. The fix for now is to have them use an alternative payment option (Google Wallet, or Checkout by Amazon). If PayPal is your only option then you can manually mark the transaction as paid on Bonanza and reconcile the financial portion of the transaction as you see fit. This is not happening on all PayPal transactions, only a select few. As soon as we have more information we will let you know.
UPDATE, 7/10/13, 12pm PST: It looks like the reported problem is becoming less but it has not yet been resolved by PayPal. We are still in close contact with PayPal and will keep you posted as soon as we know. Bill is working on creating an email that we will send to all buyers that were affected by this error with a convenient link that they can click and be taken to checkout to complete their purchase. Nice work Bill!
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25 responses to PayPal Error at Checkout Explained (UPDATED)
Thanks for letting us know, Mark. I had someone in Checkout for ages today and was wondering about it. I’ve just added a message to the beginning of all my listings telling buyers to feel free to contact us if they have problems making payment. Please keep us updated…:)
Thanks for the immediate attention to this. I had one buyer yesterday and one today who could not check out with Paypal. They both used Amazon after contacting me.
Now, at least they will be able to see the problem upon checkout.
Good job.
Thank you Mark. I had this happen this morning while trying to make a purchase. Hopefully it will all work out soon.
Update: the transaction went through this evening. Thanks
Glad to get notice of a possible problem.
Thank You, Thank You Thank You for changing the layout of the Community Page and having the Bonanza Blog Post ‘In My Face’. In the past, I was guilty of not always going to the bottom of the page for the Blog. The new layout gives High Visibility to notices like this Paypal problem.
I had this happen yesterday too and the easiest way for me was to get the buyers paypal email addy and invoice them directly from paypal – then sent notice to Bonz of the problem with the sale with all info needed. This worked out great!
Thanks for letting us know Mark!
Is it just me or ??
Thank you for letting us know.
thanks a lot more online sites should take your lead and be proactive. Bill rocks
I saw the same message and decided not to purchase at this time.
Had a customer make a purchase with Pay Pal tonight and it took 2 tries and it went through. This is an excerpt from his e-mail on what he experienced:
“Hello,
I want to make sure there was not a problem with my order. I received an error when checking out with paypal. It stated I would not be charged and that I should try again. I ordered twice with two errors, then I got this receipt.”
Checked my Pay Pal account and only the one order went through. Advised customer of this and all was good:)
Hopefully this issue is resolved soon!!
Thanks,
Chris
I purchased something today, and it went through without a hitch.
I’ve had 2 sales within the past 2 days that went through without a problem. Is there a status update on this? I’d like to remove the warning to buyers I have on my listings as soon as I know it’s fixed…:)
We have seen it happening less and less but the error still exists. As soon as we hear back from PayPal that it is resolved, we will update the cart.
I had a sale today that went through just fine
Thanks, Mark…:)
I put a comment in my listings to message me if the buyer encounters an issue with checkout
Still going on. I wasn’t able to make a purchase today.
Can we get an update on the Pay Pal situation?? Thanks, Chris
Chris, the frequency has slowed to nearly non existent. The case is still open on PayPal’s side and we are awaiting a reply from their tech team on the resolution. We will update as soon as we know anything new.
Mark, I am assuming the banner is still in place in the checkout area advising customers about the Pay Pal error. Is it possible this is why the Pay Pal error has been non-existent, as customers are choosing other payment methods? Do we know if Pay Pal payments are going through for other Booth owners without an issue? I have had about 8 potential customers in the Shopping Cart process in the last day, without making a purchase. Just curious. Thanks, Chris
As of a few minutes ago, I am having problems again – still getting the Error. I am trying to purchase homemade soap.
It’s been a week since this problem has existed. Pay Pal should be more responsive to this issue and deal with it in a more timely and a priority manner!!!
UPDATE: 7/16/13, Per PayPal, they have identified part of the trouble and a fix will be uploaded on 7/23/13. When pressed about that date we were told that there is nothing they can do, that is how their system works with regards to fixes. PayPal is still researching another part of the error that they hope to have addressed on 7/23 as well.
Don’t you just love their responsiveness to their customer’s?…lol
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