Is it true that a customer that uses the Paypal button from the cart and goes directly to Paypal cannot have a different ship to than bill to address?

The bill to address is returned to BV but if the customer enters a different ship to address, that is not returned to BV so the bill to and ship to are made the same.

Yes I know that the button can be removed from the cart page and have the customer go in to the checkout to enter both bill to and ship to and then select PayPal. But I have found that I get less dropped carts if the Paypal button is prominent on the Cart page.

This a fault, or a problem with paypal or a shortcoming of BV?

Regards
Bede

Hi Joe

Thank you for your input.

But it appears that you like me and some from other posts on this forum, "think" this is a shortcoming. Can someone from development confirm this.

1) Paypal Express from the cart, only works when the ship to and the bill to are the same. From customer comments at least on my version, it seems that even if a customer requests a different address it is ignored and the bill to is posted back to BV as the ship to.
2) If the customer wants to ship to a different address they must go through the normal checkout and choose Paypal from there.

Regards

I would tell him that is because PayPal doesn't work correctly and allow you to enter both in combination with a BV store -- if he is going to shop at your store again, his info would already be there for subsequent orders.

We're running 5 SP3.2 and are having this same issue.

Was this specific issue (ship to cannot be different than bill to with paypal express) resolved in later service packs?

It seems that Paypal Express in fact does pass back to BV the Ship to its the Bill To that is not and replaced with the Ship To.

I'm now getting calls from customers worried that their orders are going to the correct location.

Removing PayPal is not an option. Its expensive enough for us to get the customer to the store (adwords and all the PPC we do ), make the store "attractive" enough for them to stay and browse, make the product prices competitive and give up margins with free shipping only to loose them because they want the option for PayPal.

Can we get some help with this? Please.

What would the flow look like from the customer's point of view? PayPal's terms of use for PayPal Express say the PayPal Express checkout button must appear before the checkout has started.


I remember one site that tried to work around those terms...their flow looked like this:



- Customer starts on cart page with checkout buttons (PayPal Express, Google Checkout, and "normal").

- Customer clicks on PayPal Express and the cart page was updated (hah...the checkout hasn't started?) with a new section to collect the shipping and billing address. This section had big text to explain that the customer had to enter exactly the same shipping address in PayPal or the order would not ship.

- Customer clicks on Continue button and is redirected to the PayPal Express checkout process.

- During the PayPal Express checkout, the customer has to select or enter a shipping address (again!)

- Finally, the customer is redirected to the store for a receipt.



As a customer, I would say it was awful. Don't do it.



Think of it this way...ohe benefit of using PayPal's checkout system is that you don't have to keep track of billing addresses or invoices or credit card information. All you need is the shipping address.

This PayPal / BVC shipping address mess affects one of my clients.

Does using PayPal pro get around this?

Any other options?

Using BVC 5 SPC3.2

TIA,
Kathy

"Paypal Express only returns the Ship To information."

Right. This is not an accident and is not likely to change...ever. PayPal Express is a complete and total replacement for the BV checkout system. PayPal--the company--considers the billing information confidential. Only the account owner and PayPal can access it. PayPal will not send it to you or your site.

"BVC puts that information into both Bill To and Ship To fields."



I did not know this, and I consider it a bug. I think it would be more "honest" to erase the billing information on an order processed via PayPal Express. That would accurately reflect reality (that you don't know the billing information).



"The only way to get the Bill to information is to have the customer enter that in the Payments Pro version found in the Checkout page. This upsets the customers as they ask why do I have to enter that information twice as that information is already in my PayPal account."



If you are using the BV Checkout system, you will need to collect the billing address if you are using a credit card processor like Authorize.NET. But you don't need it if you are using PayPal Payments Pro (at least that is what your note implies). In that case, I would rearrange the checkout to ask how they are going to pay first. If they select PayPal, then hide the billing fields.



In any case, I would hide/remove the billing information from any email or print-out unless it is absolutely required. For example, if the customer has requested a paper invoice that they will pay by check, then you obviously need to print the billing address on the envelope.

Really though BV cannot change this. If they do they are not in agreement with the terms of use for PP Express. The only way around this with any eComm cart I have ever seen is custom programming. Have done this before using PP express on a custom built cart but it does not go to PP unitl Bill to and Ship to are collected along with shipping method and charges. The end user will not see any special ship to they may have entered once they get to PP but when they return to the site they are asked to verify all info before the final $$ are taken from the PP account. This certainly is not the way most can do it but it has been done and you can only do it if you take it on yourself. BV or no other eComm vendor will be helping you here. At least that's what I have seen in my experience.

Hello Kaleo

Yes your email did disappear into my spam filter. Thank you for responding.

Unfortunately you have not responded to the questions or the issues raised in this thread.

I know and as you say has been pointed out in this thread that PayPal does not allow access to billing addresses.

BUT. There are still problems with your PayPal implementation.

1) When a customer uses a different ship to than bill to the Bill to Name is being put into the Ship to Name. Yes I can confirm the customer/buyer does put in a different name in to the ship to address.
2) The auto-response email sent to the Buyer has the ship to address in as the Bill to address. Because as we know PayPal does not release the Bill to Information so BV justs stuffs the Ship to information into those fields as something needs to be there. This is wrong. If the Bill to is NOT known than by all means fill those fields in BV with something but make it clear that it is unknown. Or words like "Not shared by PayPal. That way the email sent to the buyer will be correct and not be causing confusion.
3) I have had reports from customers that PayPal will not always deliver back to the checkout a different Ship To than Bill to Address.

Please take some time to try different scenarios with the PayPal checkout.

This harkens back to my raising questions about the Analytics that was added to BV 5 . I used to use an alternate that worked perfectly, but then pulled all that code in favor of what was built into BV. But it didn't work. So I contacted BV was told it was fine and I should check my settings, perhaps I had left some code that was conflicting which I checked. Spent hours checking. Still didn't work and didn't have the time to chase the problem so I just ran without analytics for several months. Then came back to revisit the problem and sent forward all the logs and such to tech support. I believe it was to you Kaleo and surprise, Analytics had never worked and a patch made available to all, appeared very quickly.

I have been in the software industry for more than 30 years. And know very well that no software is bug free. That there are times that tech support can be overwhelmed and needs to send out a response. But please read the threads in detail and the issues that are raised can be focused on and addressed.

Bede