CRITICAL! - PayPal Advanced Processing Errors

[Paula]

I had PayPal walk me through the steps of adding PayPal Advanced. It seemed ok, but now when someone tries to check out there it won't process the card. I checked with PayPal and they said I should check with you. I will send in a ticket through your department. Can this be handled asap? I'm losing sales. Thanks.

[ShopSite Lauren]

We can't validate any of the PayPal information that is entered, so it is hard for us to troubleshoot. And it looks like your ShopSite store is integrating with PayPal because when I go to your website, I am given the option to pay via my PayPal account or with a credit card (that said, I would suggest de-abling the PayPal Standard option because customers have that option when they checkout with PayPal Advanced). When I enter credit card information, PayPal is giving an error that the information I entered is not correct, so without placing an actual order, I am not seeing any issues.

In your ShopSite back office, when you go to Commerce Setup > Payment > Configure, do you have the Host Prefix set to the live server?

If orders are going through but no payments are coming through, the issue is probably that you have the order transaction type set to "Authorization". If orders are set to Authorization, to bill/finalize the order, you would go to Orders > Bill Orders. If you would like the orders authorized and have the funds transferred when the customer places their order, you will want to change the order transaction type to "Sale".

[Paula]

Can you work on the backend to try to fix? Yes, it's set to live server. Tried unchecking the PayPal box and still have issues.

Basically in a panic now.

This is the message I get:

Payment Processing Error
Your order was not processed

There was a problem processing your credit card information.

If you repeatedly see this message, complete your order by contacting the merchant directly.

[Paula]

Got PayPal Advanced to work with help from someone at PayPal. It was most definitely something on their end that they had to change.

Anyhow, I do have a question: On my Shopsite dashboard, in the Active Features box, it doesn't list PayPal Payments Advanced next to *Payment types accepted* or *Credit Card Processor* - just PayPal Standard. Is there something I need to change on my end? Thank you.

[ShopSite Lauren]

As far as ShopSite is concerned, the only payment option is PayPal. All orders are processed through PayPal, and it is on PayPal's end that the customer can choose to pay with a credit card or their PayPal account.

[Paula]

Lauren,

Yes, but on my Shopsite dashboard, before I unchecked *PayPal Standard* it listed it next to *Payments Accepted* in the "Active Features" box. Now there is nothing stated there. Shouldn't it read "PayPal Advanced"?

[ShopSite Lauren]

The 'payments accepted' in ShopSite is different than your 'payment processor.' Your processor is PayPal Advanced, and from a ShopSite viewpoint, ShopSite doesn't know what payment methods you accept, because all payment methods are setup within PayPal. Within PayPal Advanced, you can accept credit cards as well as PayPal payments. It's ok that nothing is listed within your ShopSite dashboard for payments accepted.

[Paula]

Many thanks, Lauren!