PayPal Prestashop conflict is stopping sales on my website!

[Not So Skinny Bitch]

Hello!

 

I'm new to the forum and hoping desperately that someone can help me fix a problem that is stopping people from making purchases from my website notsoskinnybitch.com. It happens at the point in the sale process when they choose to "Pay with PayPal".

 

My Prestashop store (version 1.5.4.1) has been up and running since the middle of 2013. At the end of March, 2014, I started getting the following error messages from my store.

 

First there is my company logo, then “Hi, Error reporting from your PayPalAPI module

A client has encountered a problem with the module PayPalAPI, see the report: PayPal response: -> Not So Skinny Bitch powered with PrestaShop™” Unfortunately, there is no link provided in the email to actually see a report.

 

I contacted PayPal some time ago about the error messages and was told to forward the email to their fraud department as they could find nothing wrong with my PayPal account. I did that a number of times, as I received the error messages, and heard nothing back from the fraud department. This would be funny if I weren't so frustrated.

 

A few months ago, I got an email from a customer saying she was having trouble making a purchase in my online store. At the same time, I received the above error message. That’s how I discovered the connection. I figured out that each error message represented a customer trying to make a purchase and failing. It looks like I’m losing a lot of sales as I’ve received at least a dozen or two of these messages since March, 2014!

 

When I try to make a purchase on the site myself, I get the following message, “We cannot process this transaction because there is a problem with the PayPal email address supplied by the seller. Please contact the seller to resolve the problem. Your purchase couldn't be completed. There's a problem with the merchant's PayPal account. Please try again later.”

 

“There’s a problem with the merchant’s PayPal account” is costing my business more than just the sales. This message, presented to a potential customer, makes customers insecure about doing business with me. One of the two ladies I heard from this past week has not responded to my two emails about processing her order with my Square reader. I’m sure she’s afraid to give me her credit card number.

 

I contacted PayPal again last week and was told that everything on my account is fine, including my email address. They suggested that I might need to update the API credentials in the store and sent me the instructions on how to do so.

 

I followed the instructions and pasted all of the required information in the Modules/Payment section of my Prestashop store.

 

I saved the settings but nothing has changed. I tried to make a purchase again and, again, got the same message as before.

 

I have to say that I am disappointed with Prestashop. An email I submitted months ago was unanswered. Yesterday I tried again. I left a voice mail and submitted an email to support at Prestashop explaining the situation and asking for their assistance. I just heard back today that the only way to get support is to buy an annual support package. They won't provide service at an hourly rate.

 

Due to health reasons, I am in the process of selling or winding down my business so it makes no sense to buy an annual package. I'm HOPING the forum will lead me to a solution. I need to be able to sell my remaining inventory.

 

Can anyone help me?

 

Anita

[Bewitching]

Hi Anita!

I'll try to help you the best I can.

 

I have attached a screenshot of my PayPal setting page.

I use PayPal Standard.

(Click on the image to enlarge) 
 

 

(Under PayPal Business Account:, you should have the email address you use to sign into PayPal for your business.)

 

Are you using PayPal Standard, or another version, such as Advanced or Express?

I'd hate to see you lose out on an income opportunity over something that I'm sure

between the two of us, we can figure out

 

If you have any questions, please write back and I will do the best I can to figure this out,

Kathleen

 

Edited May 1, 2015 by Bewitching (see edit history)