issues with refund in stripe

Hi @majazmaja007

Can you please provide an example of what you’re describing?

What currency is the refund being issued in?

Do you have the refund webhook enabled?

Thanks

Hello
currency is US dollar or Euro. We only have those 2.
Everything was ok till recently. We notices strange things in our woocommerce orders that were refunded.
here is the sample

it was supposed to be refunded 179.90$ and it looks like this. We refund directly in stripe, and there is everything fine, but in Woocommerce is a mess.
https://snipboard.io/RiA5s4.jpg

@majazmaja007

Everything was ok till recently.

That’s an important statement. You need to audit what has changed on your site recently that could affect refund calculations.

When the Stripe plugin receives the refund webhook notification, it simply takes the amount Stripe provides it and creates a refund using the WooCommerce function wc_create_refund.

What do the order notes say? It should say something like Order refunded in Stripe. Amount: $. Is that amount different than the refund amount shown in the order line items?

Thanks

https://snipboard.io/yNqm0Q.jpg
here is the meta in woocommerce, and it looks like it supposed to look, correct numbers
in Stripe as well, all amounts are correct, but in the order, everything looks weird.

And when we export excel data for the accounting it doesn’t match.

Everything started about a month ago with big updates of WordPress and Wocoomerce.
We don’t have many refunds, but we didn’t have any issues for 7 months, and then this started.
I am not sure what causes the issue since we don’t have refunds every day, and updates of plugins and the system are regular. there were several updates in the last month and this issue didn’t resolve with updates.
Thank you

Hi @majazmaja007

Check your stripe.com > developers > logs and see what the refund amount sent by Stripe was.

I think you have some functionality on your site that’s manipulating the refund total.

Thanks

the thing is, in Stripe everything looks ok
https://snipboard.io/vcWsSR.jpg

it is just weird how it puts random amounts in order.
but everything is refunded correctly.

If you see the screenshot, everything is fine till the last amount
somehow 205$ translates to 411$
and the final amount is not correct.
https://snipboard.io/tuJYPM.jpg

@majazmaja007 In your screenshot it also shows that the refund line item on the order details is correct.

So it looks like the issue is in the refund total calculation on the Woocommerce side.

Are you using the new custom order tables? If so I’d send this to a Woocommerce and have them take a look.

No, we don’t use custom order tables.
or at least I am not aware it is something new.
We use avada theme, and woocommerce like always. If something changed in woocoomerce how to look where the change is?

Do I contact woocoomerce support?

If something changed in woocoomerce how to look where the change is?

Navigate to the WooCommerce > Settings > Advanced > Features page and you can see if you have the custom tables enabled.

I would recommend you contact WooCommerce support. They will probably send you back here but it’s worth a try since the refund item created by our plugin is correct. So everything with the Stripe plugin is doing what it needs to do.

Thanks

From what i can see we don’t have that option

https://snipboard.io/QKeCxo.jpg

I’d reach out to WooCommerce. They can look at your list of active plugins and maybe pinpoint if you have a plugin that’s not playing nice.

You could also create a test mode order and refund it within WooCommerce via the order details page. It would be worth seeing if refunds created via the WordPress Admin display correctly compared to when they’re refunded in Stripe.

Ok , thank you

I will try that