Refund API issue

  • Resolved joshlfcox

    (@joshlfcox)


    1 year, 4 months ago

    Hi,

    We experienced an issue processing a refund, this error came up:

    “An error occurred while attempting to create the refund using the payment gateway API.” screenshot: https://snipboard.io/KsgLi5.jpg

    We’ve tried to process the refund twice now and both times it produced the same error.

    Strangely, another PayPal refund went through successfully earlier today.

    We’re unsure what would be causing this. Any help is much appreciated.

    Thanks,

    Josh

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @joshlfcox ,

    Thank you for reaching out to us, we are here to help.

    I would think that this is probably caused by maintenance that was performed by PayPal. You can find their status page and logs of event via this link.

    If this issue does not continue to occur for other orders, I would expect that to be the cause and no further action would be required. If you do encounter this more, it would be useful to look into your system report, logs and order notes, in order to identify any known issue.

    If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
    (please add the URL of this thread in the ticket as well)

    Kind regards,
    Joost

    Thread Starter joshlfcox

    (@joshlfcox)

    Thanks Joost,

    We’ll try and process the refund for that order tomorrow and see what happens. Will update you if it fails and will also provide the system report, logs & order notes.

    Cheers

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @joshlfcox

    The best way to figure out what would be causing such an error when issuing a refund is to enable Logging in the Connection tab and try it again.
    The plugin log files will then contain more details which usually help pinpoint the cause of the issue.

    But since we haven’t heard back from you, I assume that a subsequent refund attempt was successful and will mark this thread as resolved. However, if any questions or questions remain, I suggest contacting the support team from here for more guidance or reopening this thread with more details such as logs or a system report. Thanks!

    Kind regards,
    Niklas

Viewing 3 replies - 1 through 3 (of 3 total)
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