Options missing in notification email when buyer is un-verified

[sandyten]

I have recently set up as website (www.sandyten.org.uk) to process online entries to a road race that our athletic club organise annually. So we are selling a "service", not "goods".

I've used WebPlus and their E-commerce wizard to set up two ecommerce forms. One for affiliated runners (club members) and one for unattached runners (non-club members). The two forms have 10 and 9 fields/options respectively (note 10 is the max for the 'Buy Now' Paypal format). I have configured validation on most of the fields/options to make sure the "buyer" supplies all  the required info (e.g. name, address, email, date of bitrh, club, etc).

When I tested the website with Sandbox and "live" all was OK. I.e. All the 9 or 10 field/option information was delivered to me in the notification of sale email, and in the history log. BUT when I started to receive real entries, some of the emails and history log entries ONLY contained the first TWO fields (i.e. name and line 1 address). The other fields (DOB, Club etc) were ALL MISSING

On further analysis I noted that the INCORRECT transactions were all from buyers who were UNVERIFIED.

The correct transactions all came from buyers who were VERIFIED or UNREGISTERED.

Further, the 'incorrect' transactions email included a few lines stating that the transaction was eligible for Seller Protection!

I'm confused. Can anyone help please. Why doesPaypal only deliver the first TWO options (fielddata) when the buyer is UNVERIFIED?

I thought that Seller Protection was ony applicable to sales of REAL goods on Ebay

Any help greatly appreciated.

[PayPal_paula]

Hi sandyten, 

Welcome to the community forum. 

For this I would recommend that open a ticket to our merchant technical support team for them to look in to further for you. It may just be an error that they can amend. 

I hope this helps 

Paula 

[sandyten]

Hi Paula,

Many thanks for your update.

I have already opened an incident with Paypal Merchant Technical Services and await their response.

Since raising the issue on the Community Help Forum, I think the problem is related to buyers who use mobile/tablet devices, rather than them being Verified/UnVerified.

Does this sound plausible to you? Are there any known issues with mobile/tablet users who use th BuyNow button on ecommerce forms with options?

Thanks

Nigel

[PayPal_paula]

Hi sandyten, 

I am not aware of any issues but I will pass it on to our techical team to take a look at for you.

I will update you once I get a response.

Paula