Paypal Redirect Doesn't Always Work?

[Lakeland BTL]

I have paypal express and website payments running, but I get quite a number of customers who cannot complete payment. I spoke to one today who says he gets to the page which says "Click the PayPal button to go to PayPal's secure server and process your payment" but the paypal button does not appear. He can see where it should go but when he clicks it he doesn't not get directed to paypal.

Firewall at his end? I cannot reproduce the problem on my test site and some customers are managing to order fine but it is costing me hundreds of pounds worth of business.

http://www.lakelandbushcraft.co.uk/ live shop
http://www.lakelandbushcraft.co.uk/acatalog/test test shop

Ideas?

[TraceyHand]

its possible that you have a width problem on this one page which could be 'hiding' the Paypal button behind a sidebar.
Some browsers will compensate for a width discrepancy but a lot don't.
Is the problem on the live or test shop or both?

[Lakeland BTL]

Well I've never been able to reproduce it so I don't know, but the client I spoke to seemed to indicate that he was able to see what should have been the button (I assume this was a box with red X) and click on it, but there was not a valid hyperlink with the box.

[TraceyHand]

ah right, ok then.
That rules out the width problem if customers are seeing where the button should be.
I'm unfamiliar with the set up of Paypal website payments so I'm not sure where the button is actually generated.
Hopefully, someone with more knowledge of it can help out.

[RuralWeb]

It worked ok for me but I have seen this happen before and it was due to the page not uploading fully ie the image file was not loaded. perhaps a server problem?

[Lakeland BTL]

I suspect that the option 'preauthorise transactions' may have been causing some issues too. I've set that to charge immediately, but without having seen the problem myself it's really frustrating.

[Lakeland BTL]

New problem relating to paypal, customers entering credit card details press proceed to review and get the paypal page not found click to retry page.
I've raised an incident with paypal.

[RuralWeb]

I suspect that the option 'preauthorise transactions' may have been causing some issues too

This would make no difference to the site functioning correctly