orders not processing after paypal pages

[Barleypitworks]

Hi,

I've been informed that upon attempting to place an order, the payment process will get as far as going to the Paypal pages but once details are filled in it returns to the beginning of the shipping cart process.

Please help as this is costing me money! I cant find any issues with either the paypal settings or the website settings.

 Edit: my website is - www.barleypitworks.com

Matt

[Bernadette3]

Is it okay if I add a test product or coupon so that I can try to recreate? Thanks! 

[Barleypitworks]

yes that shouldnt be a problem.

I found i was able to get it to process a couple of transactions later in the evening yesterday so im not sure quite what was happening.

[mikeg1]

I think I also had/have this problem - a couple of returning customers could not progress through paypal. I think it is something to do with paypal privacy settings on their login screen they now have a cookies setting, this appears when you log into e.g. Ebay and for some reason you have to loging twice. I think the problem is fixed now - I hope it is!

[Bernadette3]

Keep us updated if not!

[Fedupwithweebly]

This is happening on my website and has been on and off for days. Today we are losing lots of sales as lots of customers cannot check out, paypal keep returning them to our websitem for some the shopping basket vanishes as well.  

[Adam7]

Can you try disconnecting and reconnecting to PayPal in Store > Setup > Checkout, @Fedupwithweebly?

[HansChr]

We were just notified about this problem from a potential customer, and after some serious deliberations, I now know what the issue is.

Drumroll, please.

The poor lady had tried three times and every time she returned to our webpage from PayPal, the information she had entered was gone. 

I tried myself and had the exact same issue.

Then, pretty much by accident, I realized that I had not hit the "I accept" on the new and very inconspicuous GDPR banner that all our Weebly websites are now sporting.

And guess what?  Without having the consent from the customer to use cookies, i.e. in this case save their shipping data, the page will be blank when they are redirected back from PayPal.

In one way it's nice that the banner is inconspicuous, but it also means people are ignoring it, and to me it seems it pops up on all my browsers every time I use our website.

Yes, this is a money-losing proposition.

Suggested solution: People who choose PayPal as payment option without having hit the "I accept" cookies button get a pop-up message or something saying that they have to press the "I accept" button before using PayPal.

As things are now, most people will have no clue what the problem is.

[mikeg1]

I too have just had yet another customer advise that they could not pay! However i tried to checkout something myself and could see no 'GDPR banner ' or box to tick! Where is the tick box?

I think there is more of a problem than just this box.

I am really getting fed up with weebly - first the confirmation & delivery emails stops working and now worse we have checkout issues. People told me not to use weebly for a professional website and now I understand why! - Yes i am frustrated this is my business and my income is being lost! mike

[mikeg1]

OK I just tried an order all the way through - you get into paypal - click the proceed button and it returns you to the order details screen on weebly! I could see no GDPR button to tick.

I tried again and then i get 'Payment was declined. Please try again.! from paypal!

There is definately a problem that needs to be fixed ASAP please!

Mike

[mikeg1]

I just tried it a second time with a different product and the same problem. it returns you to the orders detail screen without placing the order. Thank god that there is no funds taken from Ebay.

This is a serious issue and needs to be sorted as a priority! It effectively makes the order process for Paypal ineffective!

As a passing aside, i could not see any 'accept cookies' or 'GDPR' tick box but tats maybe because I have already ticked accept cookies in paypal previously!

Please help us ASAP!

Mike

[mikeg1]

I think i will just move all my stock onto Ebay, Amazon and Etsy etc. at least I know they work!

[mikeg1]

OK i tried something else. when it takes you back (from paypal) to the orders details  presssed 'commit to buy' again the order is then fulfilled and funds are taken from paypal! So there is definately a issue that needs fixing asap!

I (and others), should not have to be the ones recreating customer issues - Weebly should be doing this....

I am not happy at all....

Mike

[Bernadette3]

I'm really sorry to hear that! Where are you located? The cookie banner may not display unless you have it setup in the settings tab. Only people located in EU will automatically see it. 

[mikeg1]

Bernaddette

This must be affecting pretty much all sites not just one and yes I'm in the EU so cannot control the cookies - but i suspect it is the paypal/Weebly interaction and cookies that is the issue.

I am surprised more people are not complaining but i guess they just think a drop in orders is just a drop in orders!

Mike

[Adam7]

Just to make sure I'm understanding the flow correctly, you add items to the cart, click checkout and enter some info, then are sent to paypal to log in, then are sent back to weebly and finally have to click the "commit to purchase" button to complete the purchase?

[Paula-]

THIS IS A MASSIVE ISSUE FOR ME TOO - and Mike is not alone !!!

I have had at least SEVEN customers over the last week who have bothered to take the time to write to me and let me know there is a problem.

They report going all the way through the checkout process (Via PayPAL), and then are returned to my website with no confirmation of order and totally confused as to whether their order has gone through, or if they've been charged.

It's really really damaging my reputation, not to mention lost sales and customer loyalty.

I have reported it (via Zendesk request (5714339) ... but I have had ZERO response thus far.

WEEBLY - please please please can you FIX THIS PROBLEM URGENTLY please as it's a MASSIVE ISSUE for me and that MUST BE AFFECTING LOTS OF WEEBLY E-COMMERCE CUSTOMERS

Thank you, Paula 

Paula 

[mikeg1]

Adam

You are correct!

After trying to place an order and pay via paypal, it takes you back (from paypal) to the weebly orders details  then press 'commit to buy' again the order is then fulfilled and funds are taken from paypal! So there is definately a issue that needs fixing asap!

I know this as i did an actual sale using my personal paypal userid!

Cheers mike

[Adam7]

Ok, thanks for clarifying. I just purchased something for myself from an unrelated site outside of Weebly and saw the same flow. My guess is this is how PayPal's newer API is designed to work, although I can see from having done it why it might be more confusing to people.

[Paula-]

THIS IS A MASSIVE ISSUE FOR ME TOO - and you are not alone !!!

I have had at least SEVEN customers over the last week who have bothered to take the time to write to me and let me know there is a problem.

They report going all the way through the checkout process (Via PayPAL), and then are returned to my website with no confirmation of order and totally confused as to whether their order has gone through, or if they've been charged.

It's really damaging my reputation, not to mention lost sales and customer loyalty.

I have reported it ... but I have had ZERO response thus far.

This is a massive issue for me.

Let's hope we get some serious progress or help from Weebly.  

WEEBLY (Bernadette ??) - please can you sort this URGENT and ask someone to reply to my written Zendesk request (5714339) as Mikeg is clearly not alone in this issue

Paula 

[Adam7]

I see a reply from our Customer Success team from this morning - can you check for that, @Paula-? Thanks!