PayPal link not working for some orders

[Jeff]

I have had some customers reach out to me saying that they cannot complete purchases. It is very inconsistent — some report that they are able to make their purchases using mobile and others cannot. Some can use a browser and others cannot. It is the Customer Input plugin that is causing the issue?

It seems that i saw this on another post.

website is piedmontband.store

Thank you for any assistance.

[wzp]

Please provide “more information” about the issue.

• Have you personally tried (and experienced) any of the mentioned issues?

   

• What SPECIFICALLY is the issue?

   

…some report that they are able to make their purchases using mobile and others cannot.

If the issues happen after being sent to PayPal, it is likely an issue with their PayPal account, or their choose payment method.

[Jeff]

Thank you for your prompt reply. I have not experienced it on my end. I have asked the customers and the common issue is that when they click on Paypal link, nothing happens. This could be from a mobile device or a browser. But the troublesome thing is that it is very inconsistent WHERE it happens. Some are trying to order from a phone and the link does nothing, (but when they try again on a computer, it works.) Others are using a computer and the link does nothing (and when the try again from a mobile device, it works.) So it is all so variant, and of course, makes troubleshooting very difficult. I wanted to see if there were similar issues that may have occurred that were caused by some Javascript or coding within the add-on (Customer Input). I am using Simple Cart with the Customer Input Add-On. Or as you said, it may be an issue with their Paypal account, but I am not able to offer a solution/reason other than “try another browser or device.” Any ideas? Thanks again.

[admin]

There is no issue within the addon at the moment. This is a site specific issue. There is likely another plugin that is conflicting somewhere. Or maybe a caching related issue.

I would need to see the behavior myself to get an idea of what this could be (I have never seen this before myself).

[Author]

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