Customer reported blank page when click pay with PayPal

[jerrycards]

Some customers are reporting that once the page switching to PayPal payment, the page will not load and remain blank.

The issue will be solved by clear browser catches and history, not sure which one works.

My daily sales decrease by around 40% since two days ago, this issue maybe the problem.

Anyone else has the same problem ? Is it PayPal or E-junkie?

[E-junkie_Guru]

We haven't had any other reports of trouble with PayPal checkout, and we were unable to replicate any problem testing your E-junkie purchase buttons with PayPal checkout. Using both Firefox or Google Chrome just now, I was able to proceed to PayPal checkout, log into my PayPal account, and proceed right up to the point where I'd actually pay.

To investigate further, we'd need more details about when the problem happens for affected buyers, such as:

• Which browser app were they using, and on which platform (PC, Mac, iPhone, Android)?

• What steps were they able to take up to the point where they couldn't proceed any further -- e.g., did it happen right after they clicked the PayPal checkout button in their shopping cart, or did they arrive at PayPal checkout but could not log into their PayPal account, or did they log into PayPal but were unable to complete payment there?

• Could they provide a screenshot of the screen where things got stalled? Ideally also include the browser's address bar in that screenshot, or copy-paste the page URL from there, so we can see what page URL was stalling out for them.

[jerrycards]

I can replicate the problem on my iPhone and iMac

It only happens to Safari, and if Safari loaded my website https://www.jerrycards.com previously.

It will not have the problem for the new Safari and No problem on other browsers, Chrome and Firefox. So, it will only impact customers who are using Safari and who have placed orders previously.

I have connected with PayPal support, and they can replicate the Blank Page problem and try to find the root cause.

[jerrycards]

PayPal tech support claims that e-junkie is using an old version of PayPal, but I am not sure what it means; PayPal said we should use PayPal ec instead of PayPal WPS, but I am just copying and pasting.

[jerrycards]

PayPal support told me that other users are experiencing exactly the same issue as we did. They are still trying to find out the reason.

[jerrycards]

It seems PayPal act very slow on. this issue. But, I think the problem impact all users on e-junkie.

The problem start from 3 days ago, only impact previous customers have their old catches in their Safari browser.

ChatGPT suggestion is 'Cross-Site Tracking Prevention
Safari has strict privacy features, including prevention measures against cross-site tracking. This could interfere with PayPal transactions, which inherently involve navigating between your site and PayPal.'

Really hope e-junkie team can figure something out to solve this Safari problem.

[E-junkie_Guru]

Thanks for providing those additional details here and in your emails. That confirms the problem is happening at PayPal's end when affected buyers arrive at PayPal checkout, so it's up to PayPal to fix that problem.

We have now opened our own ticket with PayPal MTS to make sure their engineers (not just their Customer Service agents) are aware of the issue, so they can work to resolve it, and to confirm/clarify the other points you relayed from PayPal Customer Service.

Meanwhile, it sounds like Mac users may be able to resolve the issue for themselves in Safari by doing a force-reload of the blank PayPal page, holding the Shift key while they click the Reload icon (or pressing Shift+Command+R). That should reset the browser's cache/cookies/history for PayPal without affecting their cache/cookies/history for any other sites. Unfortunately, I could not find any simple way of doing this page-specific force-reload in mobile Safari for iOS.

[jerrycards]

The problem suddenly disappeared around 30 minutes ago. I'm not sure what happened; maybe PayPal changed something. Anyway, it seems OK now; I will keep monitoring.

[jerrycards]

Here is the reply from PayPal:

Thank you for contacting PayPal Global Technical Support.
This is Shami and I'm glad to assist you with this issue.

I apologize for the inconvenience this has caused.

I would like to clarify that at present, we do not have a defined timeline concerning the discontinuation of our PayPal Payments Standard solution. Be assured, we understand the importance of this service to your business operations.

In the event that a decision is made to discontinue this solution, we pledge to communicate this to you well in advance. This will provide you with ample time to transition to the alternative PayPal checkout solution we suggested.

Thank you for your understanding and cooperation. If you have any further inquiries, please do not hesitate to contact us.

Best regards,
Shami
PayPal Global Technical Support

So, any plan in e-junkie to switch to PayPal checkout solution anytime soon ?