Problem with Webhook Connection

Hello @apfelbiss

There might be multiple factors contributing to the webhook delivery issues. It’s important to note that once a webhook for a specific transaction is not delivered, it is not possible to reassign it, meaning the only option left is to process the refund directly through your PayPal account. This is an issue with no definitive solution, as the causes can vary widely, but they are often related to caching problems.

If you’re using Cloudflare or any caching plugins, I would recommend disabling them temporarily to see if the issue persists. Triggering webhook resubscriptions through cron jobs does not solve the underlying issues that lead to webhook delivery failures.

To better assist you, we would greatly appreciate it if you could share your current System Status Report. You can obtain this report by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button.

Please upload this report to our PrivateBin service. After uploading, paste here the link, so we can review your system’s details more thoroughly and provide a more targeted solution.

Kind regards,
Krystian

Hello,

to make it clear: Refunds are handled directly in PayPal and we need to get the correct status into WooCommerce.

We are using WP Rocket for caching, but we can’t simply deactivate this plugin, which is essential for loading times

I have compared the numbers in WooCommerce with the correct refunds in PayPal for the last months:
February: 2 (instead of 26)
January: 13 (instead of 28)
December: 7 (instead of 26)

System Status:
https://privatebin.inpsyde.com/?6d04c57405083663#9gFLr1n398cjkTh6tXxNFoE2PsibRVcLEKgfAYVMYtP9

Hello @apfelbiss

We are using WP Rocket for caching, but we can’t simply deactivate this plugin, which is essential for loading times

In that case, I recommend whitelisting our JavaScript files. You can find the list in our documentation here.

To investigate this issue further, we’d like to examine your plugin log files. Please note that these log files are only generated if “Logging” is activated in your plugin settings. You can enable this feature from the “Connection” tab in your plugin settings. Once “Logging” is enabled, every transaction will generate a log entry. You can retrieve these logs from the path:

Access the WooCommerce > Status > Logs section, and proceed to choose the most recent “woocommerce-paypal-payments” file associated with the date of the failed order.

It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions. In that situation, You will need to try to create a new refund via WooCommerce.

With the new logs, we will be in a better position to address the situation more accurately. Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

Kind Regards,
Krystian

Hello?@apfelbiss

Since we haven’t heard back from you, we’ll assume everything is working as needed.

If you have any more questions, feel free to start a new thread or directly reach out for help. You can get support by opening a ticket with our service desk here: Request Support. Please include this thread’s URL in your ticket for reference.

Regards,
Krystian