Billing address not being transferred to Paypal Pro?

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    waxing1
    Asked on June 25, 2015 at 08:25 AM

    I know this topic has been beat to death but I'm having a problem with my form.

    The Billing information is NOT being transferred to Paypal.  I'm giving them the option to ship to another address.  I know if they add a new shipping address it does not transfer to Paypal, however on 2 occasions they did not add any information in the shipping address fields yet the billing address was not transferred to Paypal.

     

    I was under the impression that the billing address would automatically be sent to Paypal.

     

    Is having a shipping address field in my form causing this problem?

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    Charlie
    Answered on June 25, 2015 at 09:56 AM

    May I know if the said transactions are paid via directly using the Credit Card or in Paypal? I've checked this thread link with the advise of my colleague, based from what I understand, if you have setup the shipping address to a custom field, you might need to instruct your users to fill it out because you have set it to be different with the billing address. However, for Paypal users, I believe they can set a different shipping address manually, but I have not yet tested it in my end. 

    Let us know if mandating your users to fill the shipping address field will give you better results.

    Thanks.

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    waxing1
    Answered on June 25, 2015 at 11:56 AM

    they are paid directly on your form using PayPal Pro.

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    Charlie
    Answered on June 25, 2015 at 01:06 PM

    Hi,

    I've just discussed this with my colleagues, I believe the billing address, as you have assumed, should be transferred directly to Paypal, that is if the user is paying via Credit card, is that correct? Your form is set to have a shipping address, and in the properties setting, you have set the "Shipping" option to refer to the "Shipping Address" field.

    Just to confirm, could you please tell us if the billing address is transferred to Paypal or not on this following scenarios, this will help us create a report that our developers can use. 

    Scenario 1: The user paid via Credit card and adding a new shipping address which is different from the billing address. The billing address is then passed or transferred to Paypal?

    Scenario 2: The user paid via Credit and did not add a new shipping address, assuming the billing address is the address they want the product to be shipped. The billing address is then passed or transferred to Paypal? (I assume this case the billing is not passed or transferred as you mentioned earlier). 

     

    We'll wait for your response.

    Thank you.

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    waxing1
    Answered on June 25, 2015 at 01:38 PM

    Scenario 1: The user paid via Credit card and adding a new shipping address which is different from the billing address. The billing address is then passed or transferred to Paypal?

    NO.  customer left the shipping address blank.  Billing address did not transfer to Paypal.

     

    Scenario 2: The user paid via Credit and did not add a new shipping address, assuming the billing address is the address they want the product to be shipped. The billing address is then passed or transferred to Paypal? (I assume this case the billing is not passed or transferred as you mentioned earlier).

    Correct.

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    Charlie
    Answered on June 25, 2015 at 02:07 PM

    Thank you for the confirmation. I'll forward this to our developers to have it checked.

    For the meantime, could you try disabling the "Shipping" option under Properties for the shipping address and see if you can make a test transaction for this? If the billing address is being transferred or passed after that, we can say that this is one factor causing the problem, I've already noted this on my report ticket so that our developers are aware of the possibility and they may also test it in their end.

    Apologies for the inconvenience.

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    waxing1
    Answered on June 25, 2015 at 06:37 PM

    UPDATE:

    Changed the shipping option to "Same as billing address".  Customer did not provide a separate shipping address.  The billing address now transferred to Paypal. 

    Not sure what will happen if a customer adds a different shipping address.  I'm thinking it will still transfer the billing address.  We will see.

     

    Wish!

    Would be nice to have an option:

    If no shipping address is selected use Billing address as ship to.  If Billing address is selected, use shipping address.

    Possible?

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    Jeanette
    Answered on June 25, 2015 at 11:07 PM

    Thank you for sharing your findings with us, I've updated the ticket with what you found out and your request.

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    NeilVicente
    Answered on September 10, 2015 at 03:03 PM

    @waxing1

    We have just released an update that implements your suggestion. If you have selected a shipping address field, and the buyer enters a shipping address, it will be used as the ship-to-address. However, if the field is left empty by the buyer, it will default to the billing address.

    With this update, you can implement a conditional shipping address such as in this form example:

    http://form.jotformpro.com/form/52525390061954?

    Just be sure to select a separate address field on your form as the Shipping Address.