Manual Refunds

I’ve noticed recently that – when I need to process a refund there is no automatic refund option on the screen – only a manual refund.

Hmm, odd. The Refund $XX.XX via WooCommerce Payments button should show if the original payment was made with WooCommerce Payments.

Do you have any other gateways on the site that those customers could have used perhaps? Does the top of the order page show a payment ID like so?

https://d.pr/i/dbTrnr/xV2s71Jape

It should also mention WooCommerce Payments in the order notes:

https://d.pr/i/jVz4E5/H3zFbabz7P

If not, the payment may have been made with another gateway you have.

Unfortunately I can’t find any guidance on how to process a manual refund since there is no way to access the Stripe account that is used in this plugin.

This page shows you how to access the Stripe account:

https://docs.woocommerce.com/document/payments/faq/access-stripe-account/

But again, it sounds like maybe these orders used a different gateway.

Let us know, thanks!

It was definitely paid through WooCommerce Payments (I see the payment information in the order notes). It says “A payment of $xxx.xx was successfully charged using WooCommerce Payments ( pi_1Hxxxxxxxxxxxxx ).” (Amount and actual confirmation number redacted.)

The only button that appears when I click “Refund” says “Refund $0.00 manually”

This may be a bug but at the moment I just need to know how to process a manual refund so that my customer doesn’t have to wait any longer. There is no option to do so on the Stripe account access page you mentioned. Thanks!

Hey there,

This sounds very odd! I’d like to be able to take a closer look.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

Thanks!