I received this error tonight. I noticed when you're redirect to PP to make payment you now need to click a radio button to accept shipping/handling charge.
PayPal MTS is still investigating this issue.
@jsb I tested PayPal checkout but haven't seen that radio button you mentioned, though all your products I tried to test with had free shipping, so I just used a test product of our own. Could you take a screenshot and email that to us?
Just sent over those screenshots. I too was unable to recreate what happened last night but I noticed something similar comes up if you go through the checkout process without logging in to PP. There is a dropdown titled "shipping method". If you don't selected it the shipping/handling charges are not added to the total on PP.
Just got another report from a seller that sometimes the PayPal checkout site is not showing buyers any shipping charge at all nor adding such to their payment total, even when shipping was precalculated in the cart before checkout and the default shipping address from the buyer's PayPal profile was applied automatically.
This seems likely related to the issue discussed above, so I've added details about that to the ticket we opened with PayPal MTS about it.
All this, along with those screenshots @jsb sent us (showing stuff in PayPal checkout that we'd never seen before and could not replicate), seems to indicate PayPal might have rolled out a half-baked update to the way they show/apply shipping charges at checkout. MTS says they're working on it, so hopefully they'll roll back to the pre-update version or iron out the problems in the update forthwith.
No further updates from PayPal MTS so far, so we're still waiting on them to fix the issue, which seems to be sporadically ongoing according to further reports of it that we've received from affected sellers today. 
Hello. I've been experiencing this issue randomly over the past week. My customers are charged for the product with the tax showing but not added in. It's expensive to absorb the cost of the unpaid tax.
Just got off the phone with PayPal support who claims 100% that the issue is with E-Junkie and not PayPal.
So, feeling stuck in no man's land. Looks like I'll transition to Stripe.
Unfortunately, PayPal's front-line customer service agents don't seem informed about technical issues reported to PayPal MTS, nor trained to handle any technical issues in general at all, and by all accounts their training seems to prioritize quick answers over correct or helpful ones.
As mentioned above here, we have reported this issue to PayPal MTS along with proof documenting the issue could only be occurring at their end, and they have confirmed that they are aware of and working to resolve the problem at their end.
Hi there, due to this PP error I lost a few hundred dollars now. How does the claim process works with Paypal since it's their fault? Anyone with a success story ?????
Just an update. I'm having this problem also. PayPal customer support was no help, referred me to their technical support people. Received the response quoted below today. I'll follow up here when I hear more from PayPal
quote
I have determined this is related to a known issue and I have added you to the list of impacted accounts, so the issue can be resolved once a resolution is found. This ticket will be placed on an 'On Hold' status while we await a response from our Engineers on this issue. No further action is required of you at this time and I will follow up with you as soon as I know more.
end quote
We've been sending emails to customers indicating it's a PayPal issue and please PayPal us the shipping amount separately prior to us mailing them anything.
Still no word from PayPal MTS about any progress or ETA on a fix at their end. The ticket we opened with MTS is Case # 10167138.
This is very frustrating I am losing money everyday as this continues. Is any one getting compensation from PayPal?
Any updates? We keep losing money. How can a major ecommerce company get no response from PayPal? If this was a single consumer maybe, I don't get how you guys are not getting any responses!
So far my only options appear to be a massive editing of all my objects or moving to Stripe. Neither are really acceptable.
I totally agree. This is the second time that this is happening. We are losing money every time with no compensation. Its very frustrating. I really hope PayPal sorts this out ASAP.
I have followed up on our PayPal MTS ticket once again to ask them for an ETA on their resolution of the issue.
This issue is getting worse now almost every order does not include the shipping payment. There has to be something that can be done. I can not afford to keep going like this.
I have a friend at PayPal. I'm going to see if he can point me to a way to escalate. This is ridiculous.
This is insane!!!! Have been been going back and fourth all last night and today trying to figure out what is happening!!! Soo glad I checked the forums to see that it wasn't only me!!!!! We're getting hard earned money taken out of our pockets!!! Hope this gets resolved ASAP!!!
We're still only getting vague assurances like this from PayPal MTS when we ask for a status update or ETA:
We are aware of this issue and our engineers are currently working on it. Will let you know once there is an update on the matter.
At this point, we'd like to reiterate a suggestion we made earlier in this thread, during the first time this issue occurred last year:
If you'd like to offer buyers a different checkout method, this help page lists all the payment services we support3; any of those will add a separate checkout button in your E-junkie Cart for buyers to pay directly with a card.
If you do this and also want to remove the PayPal checkout option from your E-junkie Cart until they resolve this issue, you can do that in your E-junkie Dashboard under Manage Seller Account > Edit Profile > More Payment Options > Show PayPal in shopping cart (unfortunately that can't be disabled if you're using PayPal Payments Advanced or Pro).
Of those services, we'd recommend Stripe1 in particular if you're based in any of the countries they support, as they're pretty quick to approve new accounts, very easy to set up with us, and don't even require buyers to enter their card billing address during checkout.
Better yet, if your site loads with an https:// URL and has our cart appearing as an overlay within your own sales pages3, our secure checkout screen for card payment can use the same overlay as our cart, which helps reassure buyers for better sales conversions.
For me, Stripe is not an option. Last year they stopped me from using their payment processing service because they claimed that the industry that I am involved (I sell a dietary supplement) has a higher than average level of disputes and chargebacks. even though that has not been the case with my business.
As stated below, PayPal support says their system is not to blame. And we who depend upon PayPal and e-Junkie are caught in the middle:
Please follow up with E-junkie for updates, as this is their integration issue with PayPal and not individual merchants. The issue is with their callback URL. Our developers will be updating them directly of outcome. Thank you for your patience and I hope you have a great weekend!
Sincerely,
Jeremy
Global Technical Support
PayPal, Inc.
Sorry to hear you're getting the runaround from PayPal. Evidently their right hand doesn't know what their left hand is doing, so every MTS ticket anyone opens about it is getting treated as a separate, isolated issue with little if any context relating it to other pertinent tickets, rather than instances of a single, common issue at their end.
At least that "Jeremy" seemed to be aware of a "callback URL" issue they'd mentioned in a related ticket, which we'd already responded to as a red herring -- they were saying our callback URL didn't return any shipping options, but that was a case where the seller they'd tested with doesn't even sell any physical goods that require shipping, so of course no shipping rates were returned in that scenario, where (until this issue arose) they'd heretofore always applied the precalculated tax amount we passed to checkout in the first place.
I don't know if responding to your own MTS ticket would do any good, but if you do, it may help to reference our own MTS case # 10167138, where PayPal has confirmed the issue at their end that they're working to fix and been escalated at their end.
It's unbelievable how long this is taking to fix. Every order we receive now shipping is not being charged. We are losing so much money because of this. Would this happen if we were using PayPal buttons and not ejunkie? this really needs to get sorted ASAP.
PayPal is being cagey about exactly why or how the problem is happening, so we have no way of knowing whether their own purchase buttons would be affected or not.
Something weird is happening now. All orders are without the shipping charge and the weird thing is that now ejunkie is no longer saying suspected fraud it just shows like a normal sale but still the shipping is not added. Are you guys sure that this has nothing to do with ejunkie?
I received another sale today and the email message that I received from E-Junkie contained the words "Suspected Fraud" and the buyer was not billed for shipping just like before.
Sorry about that @universalsynergygroup -- our Devs briefly attempted a workaround last night that should have allowed us to process/log affected orders as normal and email the seller a Suspected Fraud notification when tax/shipping was unpaid, but that didn't work out as expected, so they promptly rolled that back and went back to the proverbial drawing board.
I appreciate you guys still trying to fix this problem. We really need to get this resolved ASAP as 99% of all sales we are receiving now shipping is not added and its costing us too much.
I just a received another sale today and, in this case, my customer was charged for the cost of shipping. The one difference from earlier sales was that this one also required a charge for sales tax. I don't know if that had anything to do with the fact that the shipping cost was also billed properly.
Yes, the issue is sporadic, affecting only some transactions but not others, which has made it challenging for us and PayPal to troubleshoot.
We and a few clients did some testing that -- at least as far as we could tell from our limited test-sample sizes at the times we tested -- seemed to suggest occurrence of the issue might correlate with the following conditions:
- Buyer chose to fund the payment from their PayPal account balance, rather than from a linked card or bank account;
...and/or... - Buyer clicked a link on the PayPal checkout site to view available shipping methods, but then neglected to manually select the sole shipping method available there*, yet PayPal let them go ahead and finish checkout anyway.
*Since we can already offer a choice of shipping methods (if the seller sets those up) in our cart before checkout, we only transmit the buyer's sole selected shipping method and rate to PayPal checkout, so there's only ever one method/rate available there.
That said, we don't know if those tentative findings would remain consistent across a larger volume of transactions, or if those tests just happened to coincide with PayPal tweaking things at their end that may have caused those results only temporarily, as they remain cagey about discussing any particulars whatsoever. We have at least reported those findings to PayPal in our MTS ticket about the issue.
Thank you for contacting PayPal Merchant Technical Support. We recently responded to your case. This is a courtesy email to inform you that your case will be closing shortly. However, you can keep the case open by replying with any new details or create a new ticket in the future.
Case Number: 10224177
Subject: Guest checkout deducts shipping cost for all guest buyers
Date Created: February 17, 2022