Support » Plugin: WooCommerce PayPal Checkout Payment Gateway » Shipping address error

Shipping address error

  • Resolved qwik3r

    (@qwik3r)


    10 months, 2 weeks ago

    Hello,

    I have a customer who said that they are receiving an error about a shipping address when using PayPal as their method of payment. They said the error appears before logging in, so I’m wondering if it’s something on our end. We sell digital products and the one in question does not require a shipping address. We have hidden the shipping address fields but perhaps that could be the issue? This does not happen all the time, nor does it happen on most PayPal transactions (otherwise we’d be hearing about it).

    The error is: “PayPal Error (10727): The street address in your shipping address it not valid. Please double-check your shipping address and try again”: https://share.getcloudapp.com/04ux2N1e

    Any ideas?

Viewing 11 replies - 16 through 26 (of 26 total)
1 2
  • wbrubaker.a11n

    (@wbrubaker)

    10 months, 1 week ago

    Thanks for that feedback.

    I’d like to ask you to enable debugging for the PayPal checkout plugin. There’s some documentation on that here: Please see **Enable Logging** under Advanced Options

    With that done, the next time this happens, can you then check the log to determine what street address is entered. You can find the logs under WooCommerce -> Status -> Logs. In the dropdown selector near the top right, look for any logs where the name begins with wc_gateway_ppec, followed by a date, followed by some random letters/numbers. The values you’re interested in are PAYMENTREQUEST_0_SHIPTOSTREET, PAYMENTREQUEST_0_SHIPTOSTREET2, PAYMENTREQUEST_0_SHIPTOCITY, PAYMENTREQUEST_0_SHIPTOSTATE, PAYMENTREQUEST_0_SHIPTOZIP, and PAYMENTREQUEST_0_SHIPTOPHONENUM

    Once you have that, is it a valid address? If so, please do contact PayPal for an explanation of why the address doesn’t validate on their system. If it is not a valid address, inform the user that they will need to enter a valid address to checkout.

    Thread Starter qwik3r

    (@qwik3r)

    10 months, 1 week ago

    My log doesn’t begin with wc_gateway_ppec, instead it says: paypal-2021-09-06-992ac45c737a443614ffb161108f7bdd.log for example.

    I have poured over these logs (not just the single one mentioned above) and there is nothing about shipping, address, or ship to address etc in them.

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    10 months, 1 week ago

    Hi @qwik3r,

    Thanks for helping clarify that. That then sounds like you might be using PayPal Standard which is built into WooCommerce and not our PayPal Checkout extension itself?

    If so, see this thread here from a very similar issue.

    See if AWs reply could help solve the issue you are having? Let us know!

    Thread Starter qwik3r

    (@qwik3r)

    10 months, 1 week ago

    This is the plugin I am using: https://share.getcloudapp.com/bLuqB59J

    Plugin Support Senff – a11n

    (@senff)

    10 months, 1 week ago

    Hey @qwik3r

    We won’t be able to download that, could you send us your site’s System Status Report to get an idea of this plugin? You can find it by going to your admin Dashboard and select WooCommerce → Status.

    From there, select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste it here in your response.

    Thread Starter qwik3r

    (@qwik3r)

    10 months, 1 week ago

    There’s nothing to download bud, you simply click the link, are you stating you aren’t able to click a link?

    Here’s the system report.


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    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –

    ### WC Pages ###

    Shop base: #8146 – /shop/
    Cart: #11 – /cart/
    Checkout: #12 – /checkout/
    My account: #13 – /my-account/
    Terms and conditions: #3135 – /terms-conditions/

    ### Theme ###

    Name: Hello Elementor Child
    Version: 1.0.1
    Author URL: https://elementor.com/
    Child Theme: ✔
    Parent Theme Name: Hello Elementor
    Parent Theme Version: 2.4.1
    Parent Theme Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: hello-theme-child-master/woocommerce/myaccount/dashboard.php
    hello-theme-child-master/woocommerce/myaccount/navigation.php
    hello-theme-child-master/woocommerce/myaccount/orders.php

    ### Subscriptions ###

    WCS_DEBUG: ✔ No
    Subscriptions Mode: ✔ Live
    Subscriptions Live URL: https://
    Subscriptions Template Theme Overrides: hello-theme-child-master/woocommerce/myaccount/my-subscriptions.php
    Subscription Statuses: draft: 3
    trash: 5
    wc-active: 290
    wc-on-hold: 28
    wc-cancelled: 56

    WooCommerce Account Connected: ❌ No
    Custom Retry Rules: ✔ No
    Custom Retry Rule Class: ✔ No
    Custom Raw Retry Rule: ✔ No
    Custom Retry Rule: ✔ No
    Retries Migration Status: ✔ Completed
    Report Cache Enabled: ✔ Yes
    Cache Update Failures: ✔ 0 failure

    ### Store Setup ###

    ### Subscriptions by Payment Gateway ###

    other: trash: 2
    wc-active: 2
    wc-cancelled: 2
    wc-on-hold: 2

    PayPal Checkout: draft: 2
    trash: 2
    wc-active: 27
    wc-cancelled: 19

    Stripe: trash: 1
    wc-active: 259
    wc-cancelled: 34
    wc-on-hold: 24

    ### Payment Gateway Support ###

    Stripe: products
    refunds
    tokenization
    add_payment_method
    subscriptions
    subscription_cancellation
    subscription_suspension
    subscription_reactivation
    subscription_amount_changes
    subscription_date_changes
    subscription_payment_method_change
    subscription_payment_method_change_customer
    subscription_payment_method_change_admin
    multiple_subscriptions
    pre-orders

    PayPal Checkout: products
    refunds
    subscriptions
    subscription_cancellation
    subscription_reactivation
    subscription_suspension
    multiple_subscriptions
    subscription_payment_method_change_customer
    subscription_payment_method_change_admin
    subscription_amount_changes
    subscription_date_changes

    ### Action Scheduler ###

    Complete: 10,895
    Oldest: 2021-08-06 10:11:15 -0400
    Newest: 2021-09-01 19:48:24 -0400

    Failed: 1
    Oldest: 2021-08-24 15:58:59 -0400
    Newest: 2021-08-24 15:58:59 -0400

    Pending: 306
    Oldest: 2021-09-01 19:51:43 -0400
    Newest: 2022-09-01 08:25:59 -0400

    ### Status report information ###

    Generated at: 2021-09-01 19:50:57 -04:00
    `

    Plugin Support Chris Moreira – a11n

    (@chrism245)

    10 months, 1 week ago

    Hi @qwik3r!

    Thanks for that information!

    Can you double-check if the digital products have enabled the option for “Virtual”?

    Here is small documentation about this option: https://docs.woocommerce.com/document/managing-products/#adding-a-virtual-product.

    If the problem persists even though you have that option active, I would highly recommend performing a conflict test. A few plugins may be causing this in the Status Report, including the Advanced Custom Fields, Advanced Custom Fields PRO, and Elementor plugins.

    For an overall look at disabling plugins, check out plugin and theme conflicts here: 
https://docs.woocommerce.com/document/woocommerce-self-service-guide/.

    The best way to determine if a theme and/or plugin is causing the issue is to do the following:

    1. Temporarily switch your theme to the Storefront or Twenty Twenty Theme.
    2. Disable all plugins except for WooCommerce and your shipping gateway/PayPal Checkout.
    3. Test to see if the issue has been resolved.`

    Regards!

    Thread Starter qwik3r

    (@qwik3r)

    10 months, 1 week ago

    Performed a conflict test, there is no conflict and they are set to virtual. The issue is with your plugin. I’m the not the only one to ever bring up this issue.

    Plugin Support Adam a11n

    (@adamkheckler)

    10 months, 1 week ago

    @qwik3r

    Sorry this has been such a hassle to troubleshoot. 🙁 I’ve read the entire thread, and it seems like we haven’t gotten much of anywhere yet.

    I can think of two lines of attack we have not yet tried, at least as far as I can see:

    1. Completely disabling the custom code you showed us here, and see if this error happens again after that. Anything that messes with billing/shipping fields is a suspect here, and to my knowledge, we’ve not yet asked you to disable that and see if it helped.

    2. Check your PayPal Checkout logs for the request that gets sent to PayPal when one of these transactions comes in and gets the error. This will *not* be the logs starting with paypal-, but they should start with wc_gateway_ppec-. You first may need to enable logging under WooCommerce > Settings > Payments > PayPal Checkout, then check this box:

    https://d.pr/i/ktRu89/bnAyWmUA6r

    Once you have logs of a failed transaction, you may want to send them to us privately in a ticket, since they might expose customer info.

    You can submit a ticket here:

    https://woocommerce.com/my-account/create-a-ticket/

    Thanks!

    Thread Starter qwik3r

    (@qwik3r)

    10 months, 1 week ago

    I do not think it has to do with the shipping fields being hidden, they were unhooked properly and if that was the cause, it would be happening with every PayPal transaction which it is not. It’s only happening with a select few, seemingly randomly.

    I do have a handful of logs which I can send via the woocommerce ticketing system.

    Plugin Support Felipe (a11n)

    (@felipea8c)

    10 months, 1 week ago

    Hi there!

    Thank you for sending the logs and creating a ticket with us. 🙂

    In this case, I’m marking the topic as resolved here on WordPress.org, and our team will get back to you soon directly on our ticket system.

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