ErrorCode: 10505 but customer funds held, serious problem

[codell23]

I have a particular problem I wonder if any of you have experienced using Paypal Payments Pro (I'm on the Shopify platform as well). Sometimes a customer will get their billing address wrong which leads to a rejection by Paypal but only after the bank has seemingly approved the transaction. The customer then gets a failed message and tries the transaction a few more times and each time the bank puts a hold on their funds. So then of course said customer realizes this and thinks I have received duplicate orders when in fact I can only see their failed checkouts via shopify or paypal and the error description which is...

This transaction cannot be processed.ErrorCode: 10505

now the problem is that the bank will hold these funds for days and I have to explain to the customer that i'm not causing the problem but yet they are helpless. Is there something wrong with my integration? Paypal tells me all is normal and it's the banks fault, the banks tell me paypal is holding the funds. It's driving me crazy and it's a real problem, ideas anyone?

[snowshoe]

You may want to visit the Developer's Forum for advice or assistance.   (This forum is a bit less technical)

http://stackoverflow.com/questions/tagged/paypal

[codell23]

yes, tried that, never get a response 😞  but thank you.

[snowshoe]

Sorry that didn't work, did you try submitting a Support Ticket?

https://ppmts.custhelp.com/app/home

If you never contacted them, you need to setup an account first, then you can submit and track your question.

[codell23]

Yes, I have done that, going to try again. I have just confirmed that others have this issue as well so it seems like it's just a Paypal problem. Surely there must be a work around, thanks again for your time.