Knowledgebase:
Selecting PayPal on the Payment & Shipping Selection screen (OSEL) sends the customer back to the Customer Information screen (OCST)
Posted by , Last modified by on 11 February 2014 11:03 AM

When using PayPal Express Checkout and a customer selects PayPal from the payment method dropdown menu on OSEL (Shipping and Payment Selection page), before they can continue to the next page the address is verified by PayPal to determine whether it is valid or not. If the address is not valid, the customer is sent back to the OCST (Customer Information) page so that they can correct their invalid address. This is normal, however many stores don't have the PayPal Error Message item installed so the customer lands on that page with no clues as to what the problem is. This leads many to think there is a bug and they contact the merchant or abandon their cart instead of looking at their address for mistakes.

 

Solution:

 

1) In your admin, click the "Pages" link in the lefthand menu, find the OCST "Checkout: Customer Information" page in the list, and click Edit to the right of it. 

 

2) Click the Items tab and verify that the "PaypalErrorMsg" item has a checked checkbox next to it. If it doesn't, check the box and click Update at the bottom.

 

3) Click the Page tab and add the following line of code where you would like the PayPal error messages to appear (the most commonly intuitive place is just above the line which says <mvt:item name="customer" />):

<mvt:item name="PaypalErrorMsg" />

 

4) Click Update and test your checkout using a fake address and selecting the PayPal option for your payment method to verify that the error message appears when you are sent back to the OCST page.

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