Refunds not working

  • Resolved sagescrub

    (@sagescrub)


    10 months ago

    Hello!

    We recently received some complaints from several customers about refunds not being received. They all made payments via Paypal Express via this plugin.

    We initiate the refund manually via WooCommerce order page. It updates the order status to “refunded” and there is a refund # recorded with the order.

    There is no error displayed so to the admin it looks like everything went through smoothly. However, the customer did not receive a refund and upon checking in our Paypal account there is no refund when searching by the customer email or by the refund #.

    Please help us resolve this bug!

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @sagescrub,

    Greetings from Webtoffee!

    We understand that the order refund is not processed for some of your customers. In order to investigate the root cause of this issue, it would be helpful to review the logs from your Woocommerce platform and the system report available under Woocommerce -> Status.

    This will provide us with valuable insight into the current state of your website and help us identify any potential issues that may be causing the problem.

    You can share these details privately via this link.

    Thread Starter sagescrub

    (@sagescrub)

    Hello @webtoffeesupport !

    Thank you for your quick reply. I have submitted the WooCommerce status via the contact form as you requested. Ticket #67703. I look forward to hear back from you!

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @sagescrub,

    Thanks for sharing your details! We’ve received your information and will be reviewing it shortly.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    Hi @sagescrub,

    We haven’t received further responses from you in the ticket you mentioned. As this thread has been inactive for some time, we will mark it as resolved. However, please do not hesitate to open a new thread or follow up with us if you have any additional questions or require further assistance. We are always happy to help.

    Thank you for your understanding.

    Thread Starter sagescrub

    (@sagescrub)

    I emailed you to re-open the ticket. Per your support request I enabled debug logging. We then tried to issue refund as described earlier in this ticket to two separate orders. Unfortunately your debug logging does not display helpful information. Each entry only says “Debug”.

    I’ve emailed in a screenshot of the log so you can see that it is basically empty except for a timestamp of each debug, but no relevant or helpful information is found. I hope you can help us continue to troubleshoot the refund issue.

    Thread Starter sagescrub

    (@sagescrub)

    Thank you for helping me understand that refunds synced with Paypal are not supported in the free version of the plugin. I am closing this thread.

Viewing 6 replies - 1 through 6 (of 6 total)
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