PayPal Error: 13122 "This transaction could not be completed because it violates the PayPal user agreement."

Question

One of our users gets an error while trying to make a purchase, and I'm trying to determine why this is happening.

Message returned from PayPal:

<Errors xmlns="urn:ebay:apis:eBLBaseComponents"> <ShortMessage>Transaction refused</ShortMessage> <LongMessage>This transaction cannot be completed because it violates the PayPal User Agreement.</LongMessage> <ErrorCode>13122</ErrorCode> <SeverityCode>Error</SeverityCode> </Errors> 

This product works for other users, not for him.

Obviously, this violates the User Agreement, but I would like to determine why.

UPDATE

Users affected by this seem to have one or more of the following: a non-UK email address, a non-UK PayPal account, or a non-UK payment source.

We did not yet have permission, but we directed several users to directly contact PayPal. We had the following feedback:

"I tried a different PayPal account, and that didn't work either, even though I could use both PayPal accounts to pay for other services."

"PayPal knows about the error, but they just can’t explain why this is happening. After an hour on the phone with them today they are unable to track the cause of this error."

Needless to say, we have very upset users.

Answer 1

I had a similar problem ... The name of our item that we sold was:

 Inc. Special Offer: <<Famous author>> eBook for only 10.00$ 

When we changed the title to something more descriptive, everything was OK

Answer 2

Did you open a ticket to MTS or call support? If you opened a ticket, can you provide me with a ticket number? I will look at that.

Perhaps this may be something you need to address with Business Support.

Answer 3

It turns out that the value in "PaymentDetailsItem - Name" was one of the problems. We did not have any special characters (or so I thought) there, just “product name: person’s name”. When I spoke with PayPal support, their answer is as follows:

"I checked it, it is a combination of many things that we cannot disclose. However, deleting": "before the name PAYMENTREQUEST_0_NAME should work.

You can send PAYMENTREQUEST_0_NAME = xxxx USER NAME Instead of PAYMENTREQUEST_0_NAME = xxxx: USER NAME "

As soon as I removed the ":" from this field, it started working again ... freaky!

This error still starts with non-PayPal accounts in the UK, but occurs less frequently.

NTN John

Answer 4

I had the same error for one of our customers, and I had the same problem as @knagode with my product name.

For some reason, "Dark Havana" in the name of the product installed this and produced this error. If I ever hear from Paypal why this phrase is unacceptable, I will go back and edit this answer.