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Paypal Pro question

Thread began 8/02/2012 2:47 pm by Patrice | Last modified 8/08/2012 3:27 pm by Patrice | 390 views | 2 replies

Patrice

Paypal Pro question

I haven't been able to document the steps that my client is encountering. The latest email from client had this:

~~~~~~~
"How is it possible for someone to place an order but not be charged? Credit card info has been entered but Paypal has no record of the order. I’ve had numerous customers complain that they were prompted to “re-enter” their order due to some sort of site problem yet they were charged by Paypal. The latest is an order placed on-line last night by (customername). He says the tried to enter the new email offer code for free shipping and it wouldn’t take the ship charge off. He claims he went through the entire process. However, I can’t find his order on Paypal. I did find his order on the Store Manager though."
~~~~~~

This client switched from Paypal Express, which worked fine, to Paypal Pro in the last 30 days or so. I have no idea where to start troubleshooting as my tests are fine. Does this issue sound familiar? If so, is it a Paypal issue or a cart setting issue? I have noticed, but not documented, a decrease in coupon usage, but that could be coincidental. We use a new coupon each Thursday. For the last few weeks, little use of coupon, which is very unusual. I haven't heard of any specific customer complaints except for the reference above.

Thanks for any direction on where to look.

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