Duplicate Items in PayPal Invoice, Shipping Emails

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pauld Ecommerce Template Expert USA 500 Posts	Posted - 02/19/2020 : 06:21:48 Hi, since changing our PayPal payments from "Sale" to "Authorization" (which gives us the ability to edit or void orders without paying excess transaction fees) all PayPal and Cart screens, PayPal emails and reports, and funding amounts look correct- except for errors in 1) the PayPal generated invoice emails received by customers and 2) the "you created a shipping label with PayPal Shipping" that PayPal sends us. Per the screen shot below, these two emails always seem to show duplicate line items, a subtotal that's twice the expected amount, but a Payment total line that's correct. Customers are calling out of fear of being double charged, and we're waiting for PayPal Merchant Technical Support to investigate the cause. Has anyone else seen this? Can anyone suggest a possible fix? Thanks for this. - Paul D.
Vince Administrator 42874 Posts	Posted - 02/20/2020 : 14:00:26 Hi Paul I haven't heard of this before, but what PayPal payment method is this? For instance Standard, Express, Direct, etc? Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
pauld Ecommerce Template Expert USA 500 Posts	Posted - 02/21/2020 : 04:51:28 Vince, thanks for this. Our Admin Payment Provider page is configured for [1] PayPal Direct Payments, [2] PayPal Payments Standard and [3] PayPal Express Payments. Here's a Forum thread about why we had to configure 3 PayPal provider names instead of the expected 2: https://www.ecommercetemplates.com/support/topic.asp?TOPIC_ID=112226 - Paul D.
Vince Administrator 42874 Posts	Posted - 02/21/2020 : 05:38:05 Hi Paul But does this happen for both PayPal types then, Direct and Standard that you are using I believe? If for PayPal Standard, when you go from the cart to PayPal what do you see in the line items that PayPal displays? Is it correct there but later incorrect in the email? Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
pauld Ecommerce Template Expert USA 500 Posts	Posted - 02/21/2020 : 07:26:55 Vince, thanks for this. We're seeing the faulty emails, with duplicate line items and high subtotals, on every PayPal order regardless of whether the customer pays with a payment card through PayPal Direct, or checks out on PayPal through PayPal Standard. Just now, when I bought an item using PayPal Standard, PayPal's summary screen briefly appeared showing the correct item, no duplicates. When I logged into the PayPal account used for the test order, the Transaction screen showed an Authorization with the correct single line item, no duplicates. Then on the Cart order screen I clicked Inform PayPal to capture the test order funds. On the PayPal account screen, the transaction changed from Authorization to Payment and still shows the correct line item shown and no duplicates. BTW, it's been two days with no reply yet from PayPal Merchant Technical Support. Therefore I'm guessing that they may have not seen this issue before now. - Paul D.
Vince Administrator 42874 Posts	Posted - 02/21/2020 : 07:41:28 Hi Paul But it does sound like what we are sending is the correct info though. So shall we wait to hear what the PayPal MTS come back with? Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
pauld Ecommerce Template Expert USA 500 Posts	Posted - 02/21/2020 : 08:08:21 Vince, the fact that the Authorization and Payment screens on the PayPal website show the correct line items suggests that this bug could be with PayPal's email system. However, the immediate reply from PayPal Merchant Technical Support is almost always "it's a known bug and we're working on it...". The fact that this seems like an unusual issue suggests that it could be the result of how our company's ECT cart payment screens are configured, as shown below. Should you get any further ideas on this please let us know.
Vince Administrator 42874 Posts	Posted - 02/21/2020 : 14:23:44 Hi Paul i don't think that is going to have anything to do with this as it will just affect which payment systems are enabled. Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
pauld Ecommerce Template Expert USA 500 Posts	Posted - 02/26/2020 : 11:37:42 For what it's worth, after some research we found what seems like this exact same PayPal issue ("double invoice items...") reported in 2012 by users of another shopping cart ("CubeCart"), but no resolution provided: https://forums.cubecart.com/topic/46566-double-invoice-on-items/ It's been more than a week since we submitted this to PayPal Merchant Technical Support without any help. Yikes.
pauld Ecommerce Template Expert USA 500 Posts	Posted - 03/06/2020 : 08:21:11 It looks like PayPal resolved this issue a little more than 2 weeks after we submitted the ticket. We've verified that the emails now appear normal, without duplicate line items. Based on the slow response time and comments from the PayPal support tech, it seems likely that this PayPal bug was seen with very few shopping cart integrations, or perhaps limited only to PayPal's integration with ECT.
Vince Administrator 42874 Posts	Posted - 03/07/2020 : 10:04:49 Hi Paul Well, us and CubeCart anyway. But great to hear they got it sorted in the end!! Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
pauld Ecommerce Template Expert USA 500 Posts	Posted - 03/07/2020 : 10:13:14 Vince, er, when I mentioned that CubeCart issue to the PayPal support reps I got a curt reply that the problems are unrelated. So I'm guessing that PayPal may have introduced a special bug just for a select few merchants.
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