Paypal Pro payment error - Value of OrderDescription element has been truncated

Hello,

We are having occasional issues with customers not being able to complete their forms and especially their payments on this form: http://form.jotformpro.com/form/43297611373962

According to one feedback, they are getting the following message:

"..........but I am having problems with paying for my order.
I tried with two Visa cards and via PayPal and every time I get the following error:
"Transaction refused because of an invalid argument. See additional error messages for details.
Value of OrderDescription element has been truncated."

According to our follow up email the customer had tried placing the order on Firefox and IE.

Any ideas/suggestions?

Art 

Hello Art,

As I try to place an order using PayPal, it was redirected to PayPal without any issues. But when I try to place an order with a test credit card number, it has displayed the error message. As I check the provided error message, it seems to be a warning only if the order description exceeds the limit of 127 characters. Also, a recent and similar issue from a different customer stated that it happened due to a suspended account.

Could you please check with PayPal on the account status if it is something related to it? Please check if you've received any recent order after noticing this error. Also, please try to place a test order and let us know if you are able to complete it from your end. In the meanwhile, let me work on the issue and get back to you with relevant information.

Thanks!

Thank you Kiran,

The form is not redirecting to Paypal because I am using the PayPal Website Payments Pro module which keeps the page.
We have gotten orders after the error with no issues. Paypal is not showing any glitches either.

I was wondering if it is a Javascript error or if the user's browser has security setting that block the connection between Jotform and Paypal. I can never recreate the issue no matter how many devices and platforms I test the form on.

Art

I was able to reproduce the issue on my side.

According to PayPal documentation this issue could be shown because the Order Description is longer than 127 characters as mentioned by Kiran.

Could you please try to reduce the length of the text you're using to describe your products to see if it helps?

Let us know how it goes.
Thank you.

Thank you for the reply. I cannot do this at this moment but I will try tomorrow.

What's a little confusing is that it is not happening consistently. 99% of the time it words fine with the same descriptions. 

No problem. Please try editing the description and see if the issue still persists. It may be also helpful if you can get in touch with PayPal with the error message.

You can always get back to us if you need any further assistance. Thank you!!

Hi arulraj,

I have moved your concern to a separate thread so we can better assist you. You can check the thread here: http://www.jotform.com/answers/732668. We will attend to your concern on that thread accordingly.

Do let us know if you need further assistance.
Regards.