Customers are telling me they can’t process payments

[khurasanminis]

I’m receiving multiple emails from very frustrated customers who are trying to buy products from my webstore, but PayPal won’t complete the transaction. I’m in the USA and the customers are all over the world, INCLUDING the USA. One customer (in the USA) was told PayPal “isn’t currently working, try back later.” He’s tried six times over three days. What should I do? Other customers, both in and outside the USA, are successfully ordering.

[MTS_John]

Hi @khurasanminis,

Thank you for posting to the PayPal community.

Payments failing intermittently in the way you are describing indicate the PayPal integration with your website is successful, but the payments are getting intentionally declined. There are numerous reasons why a payment would be declined, and most of them are not technical in nature. To further troubleshoot issues with the technical implementation of PayPal on your website, please create a Merchant Technical Support (MTS) ticket via the following URL to help us identify the root cause: https://www.paypal.com/mts. Please ensure that you provide detailed information and any errors you are experiencing when submitting the ticket.

Sincerely,
John
PayPal MTS

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