How many people are suffering from the PayPal issue

I'm trying to get feedback from other users on how many people suffer from the Paypal Payment issue. We have been suffering for around ten days, and it is taking us a great deal of time to fix the issue of duplicated authorisations with no orders and in fact, duplicated payments with orders.

It is not an isolated issue with us, instead 50% of our Paypal payments are now falling into this category. I reported it to Maropost as soon as it happened 10 days ago, and initially, the response was, "we are not aware of any issue" then they admitted a week ago, others were affected.

It's most concerning from a customer relationship viewpoint that this has not been solved quickly. It is no doubt affecting our business.

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Deactivated Member

Hi Mike,

I'm sorry to hear you're experiencing problems with the PayPal checkout, and can appreciate this is definitely frustrating for you. We are treating this issue as a critical priority, and our product team is trying to find a solution as quickly as possible.

In the interim, I would recommend you revert back to PayPal Express as that will remove the risk of these issues occurring. I've included some step-by-step instructions below for you.

Log into CPanel
Navigate to Settings & Tools > Payment Methods
Click on the "Configure" option for "PayPal: The all-in-one checkout solution"
Toggle off the Active/Enabled option
Click Complete
Repeat the same steps to enable PayPal Express (toggling on the Active/Enabled option)

If you need assistance, or for any further concerns, I would recommend you contact our Support team directly. You can find the contact details here: https://galaxy.maropost.com/s/contactsupport/contact-commerce

Mike Newman

I have deactivated my Regular PayPal and reactivated PayPal Express Kel. I will continue to monitor our payments over the day and keep you advised.

Deactivated Member

That would be fantastic, thank you!

Erik Merkley

To answer your question, all merchants on the new Paypal Checkout integration are affected to some degree. About 15% of our payments were failing before we rolled back to the old integration. The shipping cost issues are much rarer and seem to only affect a small number of payments & merchants.

We were early beta testers of the new Paypal integration, and I alerted the developers back in October that something wasn't right with the occasional failed payments. Perhaps if it was treated as a "critical priority" back then, we wouldn't be here now.

Mike Newman

Thanks, Eric, for the update. It's a shame that Support couldn't have been more upfront 10 days ago about this. I understand they only issued the email yesterday regarding the rollback to EXPRESS. It would have saved us a lot of heartache, time and customer frustration. Let's hope they (Maropost) can learn a valuable lesson about customer communication.

Six DeSaint Hillaire

Yup, two transactions coming up as just 'authorized' and I had to manually grab them, process them and do it all that way.

Honestly, since Maropost bought Neto I've been constantly disappointed. No real support anymore, can't call and speak to someone and finding people willing to work on the platform to fix things is almost impossible now. If it weren't for the fact other platforms would cost us literally 5-10 times more per month in running costs, I would gladly jump ship.

Mike Newman

Can help but agree with you. Since they have (in the main) moved their support offshore to India, it is challenging getting anything solved in a timely matter. In the main, their local team are excellent if you can manage to get in touch with them. I phoned the Australian support number the other day and reached India and could not understand a word the guy said, then he just hung up on me.

Six DeSaint Hillaire

I had an issue with our eBay integration that took 3 weeks to get rectified. I miss being able to just call up, speak with someone and get issues dealt with quickly.