Paypal Payflow Spinning wheel, failing to send charge request

[HyflerSD]

Preconditions and environment

• Magento version: 2.4.7-p1
• Paypal Payflow Pro, sometimes does not send the request to charge the sale

Many customers who are having this issue of the spinning wheel. I looked at a lot of the logs and noticed very long response times. Could this be because of my server or is this to do with payflow? What happens in many of these cases is that the payflow response from the redirect is the last thing that happens, the subsequent charge request does not trigger. Even after multiple attempts for some customers it does not work. However it works for other customers, but still takes a long time (over 15 seconds after hitting place order for most customer. I've also attached a video from our monitoring tool

Steps to reproduce

Have magento 2.4.7-p1 and use paypal payflow pro credit card

1. Add items to cart
2. select payflow credit card option
3. Place order button

Expected result

Order placed Succesfully and customer redirected to order success page

Actual result

Spinning wheel stays on screen due to charge request not going out
infinite.webm

Additional information

There are no errors in the logs, just the payment log here with payflow cycle missing the actual charge request.

[2024-11-14T17:59:42.401747+00:00] main.DEBUG: array (
'request' =>
array (
'user' => '',
'vendor' => 'ntsecurity',
'partner' => 'PayPal',
'pwd' => '',
'verbosity' => 'HIGH',
'BUTTONSOURCE' => 'Magento_2_Community',
'tender' => 'C',
'trxtype' => 'A',
'amt' => 0,
'currency' => 'USD',
'createsecuretoken' => 'Y',
'securetokenid' => 'PTI3SjYfuFjTMcu2u3LKWmzq28IQRziw',
'returnurl' => 'https://www.website.com/paypal/transparent/redirect/',
'errorurl' => 'https://www.website.com/paypal/transparent/redirect/',
'cancelurl' => 'https://www.website.com/paypal/transparent/redirect/',
'disablereceipt' => 'TRUE',
'silenttran' => 'TRUE',
'firstname' => 'User',
'lastname' => 'Lastnallor',
'street' => 'some street',
'city' => 'Salinas',
'state' => 'CA',
'zip' => '93907',
'country' => 'US',
'email' => '[email protected]',
'shiptofirstname' => 'User',
'shiptolastname' => 'Lastnallor',
'shiptostreet' => 'some street',
'shiptocity' => 'Salinas',
'shiptostate' => 'CA',
'shiptozip' => '93907',
'shiptocountry' => 'US',
),
'result' =>
array (
'result' => '0',
'securetoken' => 'FqVKwTig2Ik6Sqzo7fjOe3AO4',
'securetokenid' => 'PTI3SjYfuFjTMcu2u3LKWmzq28IQRziw',
'respmsg' => 'Approved',
'result_code' => '0',
),
) [] []
[2024-11-14T17:59:50.036746+00:00] main.DEBUG: array (
'PayPal PayflowPro redirect:' =>
array (
'ZIP' => '93907',
'BILLTOCOUNTRY' => 'US',
'TRANSTIME' => '2024-11-14 09:59:46',
'FIRSTNAME' => 'User',
'EMAIL' => '[email protected]',
'ACCT' => '',
'STATETOSHIP' => 'CA',
'RRN' => '9wcgrn8f',
'SECURETOKENID' => 'PTI3SjYfuFjTMcu2u3LKWmzq28IQRziw',
'AVSDATA' => 'YYY',
'COUNTRY' => 'US',
'EXPDATE' => '',
'LASTNAME' => 'Lastnallor',
'VERIFICATIONID' => '9wcgrn8f',
'SHIPTOZIP' => '93907',
'BILLTOFIRSTNAME' => 'User',
'ADDRESSTOSHIP' => 'some street',
'CVV2MATCH' => 'X',
'RESPTEXT' => 'verified',
'SECURETOKEN' => 'FqVKwTig2Ik6Sqzo7fjOe3AO4',
'SHIPTOCITY' => 'Salinas',
'RESPMSG' => 'Verified',
'BILLTOEMAIL' => '[email protected]',
'AMT' => '0.00',
'TRANSACTIONID' => '9wcgrn8f',
'NAME' => 'User Name',
'SHIPTOCOUNTRY' => 'US',
'BILLTONAME' => 'User Name',
'ADDRESS' => 'some street ',
'PNREF' => 'BP3K9B4FDD6B',
'BILLTOSTREET' => 'some street',
'STATE' => 'CA',
'AVSADDR' => 'Y',
'BILLTOSTATE' => 'CA',
'COUNTRYTOSHIP' => 'US',
'AVSZIP' => 'Y',
'BILLTOZIP' => '93907',
'BILLTOCITY' => 'Salinas',
'SHIPTOSTATE' => 'CA',
'CITYTOSHIP' => 'Salinas',
'NAMETOSHIP' => 'User Name',
'SHIPTOSTREET' => 'some street',
'PROCAVS' => 'Y',
'CITY' => 'Salinas',
'ZIPTOSHIP' => '93907',
'BILLTOLASTNAME' => 'Lastnallor',
'CARDTYPE' => '3',
'RESULT' => '0',
),
) [] []
[2024-11-14T17:59:51.206255+00:00] main.DEBUG: array (
'PayPal PayflowPro response:' =>
array (
'ZIP' => '93907',
'BILLTOCOUNTRY' => 'US',
'TRANSTIME' => '2024-11-14 09:59:46',
'FIRSTNAME' => 'User',
'EMAIL' => '[email protected]',
'ACCT' => '',
'STATETOSHIP' => 'CA',
'RRN' => '9wcgrn8f',
'SECURETOKENID' => 'PTI3SjYfuFjTMcu2u3LKWmzq28IQRziw',
'AVSDATA' => 'YYY',
'COUNTRY' => 'US',
'EXPDATE' => '',
'LASTNAME' => 'Lastnallor',
'VERIFICATIONID' => '9wcgrn8f',
'SHIPTOZIP' => '93907',
'BILLTOFIRSTNAME' => 'User',
'ADDRESSTOSHIP' => 'some street',
'CVV2MATCH' => 'X',
'RESPTEXT' => 'verified',
'SECURETOKEN' => 'FqVKwTig2Ik6Sqzo7fjOe3AO4',
'SHIPTOCITY' => 'Salinas',
'RESPMSG' => 'Verified',
'BILLTOEMAIL' => '[email protected]',
'AMT' => '0.00',
'TRANSACTIONID' => '9wcgrn8f',
'NAME' => 'User Name',
'SHIPTOCOUNTRY' => 'US',
'BILLTONAME' => 'User Name',
'ADDRESS' => 'some street',
'PNREF' => 'BP3K9B4FDD6B',
'BILLTOSTREET' => 'some street',
'STATE' => 'CA',
'AVSADDR' => 'Y',
'BILLTOSTATE' => 'CA',
'COUNTRYTOSHIP' => 'US',
'AVSZIP' => 'Y',
'BILLTOZIP' => '93907',
'BILLTOCITY' => 'Salinas',
'SHIPTOSTATE' => 'CA',
'CITYTOSHIP' => 'Salinas',
'NAMETOSHIP' => 'User Name',
'SHIPTOSTREET' => 'some street',
'PROCAVS' => 'Y',
'CITY' => 'Salinas',
'ZIPTOSHIP' => '93907',
'BILLTOLASTNAME' => 'Lastnallor',
'CARDTYPE' => '3',
'RESULT' => '0',
),
) [] []

Release note

No response

Triage and priority

• Severity: S0 - Affects critical data or functionality and leaves users without workaround.
• Severity: S1 - Affects critical data or functionality and forces users to employ a workaround.
• Severity: S2 - Affects non-critical data or functionality and forces users to employ a workaround.
• Severity: S3 - Affects non-critical data or functionality and does not force users to employ a workaround.
• Severity: S4 - Affects aesthetics, professional look and feel, “quality” or “usability”.

[m2-assistant]

Hi @HyflerSD. Thank you for your report.
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[m2-assistant]

Hi @engcom-Bravo. Thank you for working on this issue.
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[engcom-Bravo]

Hi @HyflerSD,

Thanks for your reporting and collaboration.

We have verified the issue in Latest Magento instance and the issue is reproducible.Kindly refer the screenshots.

Spinning wheel stays on screen.

Hence Confirming the issue.

Thanks.

[github-jira-sync-bot]

✅ Jira issue https://jira.corp.adobe.com/browse/AC-13383 is successfully created for this GitHub issue.

[m2-assistant]

✅ Confirmed by @engcom-Bravo. Thank you for verifying the issue.
Issue Available: @engcom-Bravo, You will be automatically unassigned. Contributors/Maintainers can claim this issue to continue. To reclaim and continue work, reassign the ticket to yourself.

[HyflerSD]

@engcom-Bravo Thank you for the notice and working on the issue!