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Why did I get result code 117?

Issue
PayPal returned result code 117 - Failed merchant rule check.

Causes
Transaction settings on your account and the transaction in question didn't match for one of the following reasons:
  • The transaction amount exceeds the maximum transaction amount limit on the account.
  • The maximum amount for credits has been exceeded.
  • You're trying to perform a non-referenced credit and this feature isn't enabled on your account.
  • You're trying to issue a credit for an amount greater than the original transaction amount.
  • You're trying to perform a Reference Transaction, but Reference Transactions aren't enabled for your account.

Solutions
Here are ways to resolve this error message:

Note: Only admin users can change and request changes to the transaction settings. Any changes to the transaction settings may take up to an hour to take effect.
 

Amount of transaction exceeds the Maximum Amount per Transaction
Here's how to confirm whether your account currently has a Maximum Amount per Transaction limit:

  1. Log in to your PayPal Manager account.
  2. Click Account Administration.
  3. Click Transactions Settings.
  4. Verify the value for Maximum Amount per Transaction. If a limit exists, check that the amount being sent is below this limit, or increase the Maximum Amount per Transaction limit.
  5. Enter a Maximum Amount per Transaction amount.
  6. Click Confirm.
 

Amount of credit exceeds the Maximum Amount for Credits
Here's how to confirm whether your account currently has a Maximum Amount per Credit limit:

  1. Log in to your PayPal Manager account.
  2. Click Account Administration.
  3. Click Transactions Settings.
  4. Verify the value for Maximum Amount for Credits.
  5. If a maximum amount exists, either submit the credit transaction for a smaller amount, or have an admin user contact Payflow Support and request that the Maximum Amount for Credits be increased. You can reach Payflow Support by phone at 1-888-883-9770 or by email at payflow-support@paypal.com
 
You're trying to perform a non-referenced credit and this feature isn't enabled on your account

Here's how to confirm whether your account currently has non-referenced credits enabled:

  1. Log in to your PayPal Manager account.
  2. Click Account Administration.
  3. Click Transactions Settings.
  4. Verify that you have permissions to (a) process credits that exceed the original transaction amount and (b) process non-referenced credits. (Non-referenced credits aren't supported unless both settings are Yes.)
  5. If one or both of the settings in Step 4 are set to No, ask an admin user to visit PayPal's Contact Customer Service page and ask to have both Credits may exceed original transaction amount and Allow non-referenced credits set to Yes.
Note: If processing transactions through PayPal, you also need non-referenced credits enabled on your PayPal account.
 

You're trying to issue a credit for an amount greater than the original transaction amount
Here's how to issue a credit:

  1. Log in to your PayPal Manager account.
  2. Click Search Transactions.
  3. Select Search By > Credit Card Reference.
  4. Type the transaction ID (PNREF) you want to search for.
  5. Select a date range.
  6. Click Submit. PayPal Manager will display a list of transactions where the credit card in question was used, including all sales and credits within the timeframe specified.
  7. Check that the transaction hasn't already been refunded. If a partial refund has been completed, adjust the amount of the credit to not exceed the original amount.
  8. If you need to issue a credit for more than the original amount, have an admin user contact Payflow Support and ask to have Credits may exceed original transaction amount set to Yes.
 

You're trying to perform a Reference Transaction and Reference Transactions aren't enabled on your account
Any user with administrator rights can change the transaction settings. Here's how:

  1. Log in to your PayPal Manager account.
  2. Click Account Administration.
  3. Click Transactions Settings.
  4. Check that Allow reference transactions is set to Yes.
  5. Click Confirm.
Changes to your account take up to one hour to become active.

Note: If you process your payments through PayPal, Reference Transactions also must be enabled on your PayPal account.

For help resolving this issue or others, visit PayPal's Contact Customer Service page.
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