unable to refund

Hi there,

Can you send us a screenshot of this error? I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL in this thread. It works with Chrome, Firefox, Safari, and Edge.

Additionally, what payment gateway is being used when trying to refund?

Looking forward to hearing from you!

Ross

hello
the refunding is being done manually
this is the screenshot of the error https://snipboard.io/7IYDEr.jpg
thank you

Hi again,

What payment gateway are you using when seeing this error?

Additionally, could you copy and paste your site’s system status report into this thread? You can get it from your dashboard by going to WooCommerce—> Status.

Ross

### WordPress Environment ###

WordPress address (URL): https://yuehlia.com
Site address (URL): https://yuehlia.com
WC Version: 4.5.2
REST API Version: ? 4.5.2
WC Blocks Version: ? 3.1.0
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 1.5.0
Log Directory Writable: ?
WP Version: 5.5.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache/2.4.29 (Ubuntu)
PHP Version: 7.4.8
PHP Post Max Size: 16 MB
PHP Time Limit: 60
PHP Max Input Vars: 1000
cURL Version: 7.58.0
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 8.0.21
Max Upload Size: 16 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.5.2
WC Database Prefix: wp_
Total Database Size: 312.19MB
Database Data Size: 203.20MB
Database Index Size: 108.99MB
wp_woocommerce_sessions: Data: 4.02MB + Index: 0.11MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 1.52MB + Index: 0.19MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 6.48MB + Index: 6.97MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_actionscheduler_actions: Data: 3.02MB + Index: 1.64MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 2.02MB + Index: 1.39MB + Engine InnoDB
wp_bwf_contact: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_bwf_contact_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_bwf_wc_customers: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 1.50MB + Index: 1.02MB + Engine InnoDB
wp_dokan_announcement: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_dokan_orders: Data: 0.17MB + Index: 0.14MB + Engine InnoDB
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wp_dokan_shipping_zone_locations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_dokan_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_dokan_vendor_balance: Data: 0.20MB + Index: 0.00MB + Engine InnoDB
wp_dokan_withdraw: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_content_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_core_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_flags: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_languages: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_languages_translations: Data: 0.19MB + Index: 0.09MB + Engine InnoDB
wp_icl_locale_map: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_message_status: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_mo_files_domains: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_node: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_reminders: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_string_packages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_string_pages: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_icl_string_positions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_string_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_string_translations: Data: 3.52MB + Index: 1.88MB + Engine InnoDB
wp_icl_string_urls: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_strings: Data: 4.52MB + Index: 6.78MB + Engine InnoDB
wp_icl_translate: Data: 0.13MB + Index: 0.02MB + Engine InnoDB
wp_icl_translate_job: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_icl_translation_batches: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_translation_downloads: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_icl_translation_status: Data: 0.31MB + Index: 0.09MB + Engine InnoDB
wp_icl_translations: Data: 1.48MB + Index: 1.34MB + Engine InnoDB
wp_ionic_becrux_all_notification: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_ionic_becrux_banner_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ionic_becrux_data: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_ionic_becrux_notification_devices: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_mailchimp_carts: Data: 0.14MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_mobile_builder: Data: 0.16MB + Index: 0.00MB + Engine InnoDB
wp_mobile_builder_carts: Data: 41.58MB + Index: 2.52MB + Engine InnoDB
wp_moove_activity_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_mstore_checkout: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 23.19MB + Index: 3.14MB + Engine InnoDB
wp_pmxi_files: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_images: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_imports: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_posts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_pmxi_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_postmeta: Data: 36.56MB + Index: 15.75MB + Engine InnoDB
wp_posts: Data: 6.19MB + Index: 3.13MB + Engine InnoDB
wp_rednao_wc_invoice: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rednao_wc_invoices_created: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rednao_wc_invoices_custom_field: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_social_users: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_relationships: Data: 1.30MB + Index: 0.36MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_termmeta: Data: 0.08MB + Index: 0.11MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_trp_dictionary_en_us_ar: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_trp_gettext_ar: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_trp_gettext_en_us: Data: 0.06MB + Index: 0.08MB + Engine InnoDB
wp_trp_original_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_trp_original_strings: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_usermeta: Data: 7.14MB + Index: 5.06MB + Engine InnoDB
wp_users: Data: 0.22MB + Index: 0.23MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.27MB + Index: 0.23MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 1.52MB + Index: 0.66MB + Engine InnoDB
wp_wc_order_stats: Data: 0.22MB + Index: 0.22MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.23MB + Index: 0.41MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wcpdf_invoice_number: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_wfacp_stats: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfblockediplog: Data: 0.28MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfco_report_views: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfconfig: Data: 2.34MB + Index: 0.00MB + Engine InnoDB
wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilemods: Data: 7.52MB + Index: 0.00MB + Engine InnoDB
wp_wfhits: Data: 1.02MB + Index: 0.22MB + Engine InnoDB
wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfknownfilelist: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflogins: Data: 0.22MB + Index: 0.13MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfreversecache: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfstatus: Data: 0.16MB + Index: 0.11MB + Engine InnoDB
wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpaie_file_manager: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpie_template: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmelon_advbedit_temp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wrc_caches: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wrc_relations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wsal_metadata: Data: 25.56MB + Index: 45.19MB + Engine InnoDB
wp_wsal_occurrences: Data: 1.52MB + Index: 3.02MB + Engine InnoDB
wp_wsal_options: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcps_shippings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcwl: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
wp_yith_wcwl_lists: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_yoast_indexable: Data: 8.52MB + Index: 4.98MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.05MB + Index: 0.05MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.08MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_meta: Data: 0.09MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 8134
blocks: 8
customize_changeset: 3
language_switcher: 3
nav_menu_item: 44
oembed_cache: 6
page: 22
polylang_mo: 2
post: 9
postman_sent_mail: 19
product: 1348
product_variation: 271
revision: 632
shop_coupon: 60
shop_order: 2028
shop_order_refund: 40
wfacp_checkout: 1
wpcf7_contact_form: 3

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (43) ###

WP fail2ban: by Charles Lecklider – 4.3.0.8
WooCommerce Checkout & Account Field Editor: by ThemeLocation – 1.2.4 – Installed version not tested with active version of WooCommerce 4.5.2
Advanced Access Manager: by Vasyl Martyniuk <[email protected]> – 6.6.4
Akismet Anti-Spam: by Automattic – 4.1.6
Autoptimize: by Frank Goossens (futtta) – 2.7.7
Classic Editor: by WordPress Contributors – 1.6
Contact Form 7: by Takayuki Miyoshi – 5.2.2
Dokan - PDF Invoice: by weDevs – 1.2.0
Dokan: by weDevs – 3.0.9 – Installed version not tested with active version of WooCommerce 4.5.2
Dokan Pro: by weDevs – 3.0.8 – Installed version not tested with active version of WooCommerce 4.5.2
Elastic Email Sender: by Elastic Email Inc. – 1.1.29
Envato Market: by Envato – 2.0.5
Facebook for WooCommerce: by Facebook – 1.11.4 – Installed version not tested with active version of WooCommerce 4.5.2
Jetpack by WordPress.com: by Automattic – 8.9.1
Mailchimp for WooCommerce: by Mailchimp – 2.4.7 – Installed version not tested with active version of WooCommerce 4.5.2
Mstore API: by InspireUI – 2.9.5
Nextend Social Login: by Nextendweb – 3.0.25
No CAPTCHA reCAPTCHA for WooCommerce: by MailOptin Team – 1.2.6 – Installed version not tested with active version of WooCommerce 4.5.2
Official Facebook Pixel: by Facebook – 2.2.0
Perfect Brands for WooCommerce: by QuadLayers – 1.8.4 – Installed version not tested with active version of WooCommerce 4.5.2
Regenerate Thumbnails: by Alex Mills (Viper007Bond) – 3.1.3
UPayments - WooCommerce: by UPayments – 1.1 – Installed version not tested with active version of WooCommerce 4.5.2
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.29

User Switching: by John Blackbourn & contributors – 1.5.6
WC Password Strength Settings: by Daniel Santoro – 2.2.0 – Installed version not tested with active version of WooCommerce 4.5.2
WebP Converter for Media: by Mateusz Gbiorczyk – 1.4.3
Variation Swatches for WooCommerce - Pro: by Emran Ahmed – 1.0.55 – Installed version not tested with active version of WooCommerce 4.5.2
Variation Swatches for WooCommerce: by Emran Ahmed – 1.0.86 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Advanced Bulk Edit: by George Iron – 4.5 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce Google Analytics Integration: by WooCommerce – 1.4.23 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce PDF Invoices & Packing Slips: by Ewout Fernhout – 2.6.1
WooCommerce PDF Invoices & Packing Slips Premium Templates: by Ewout Fernhout – 2.9.9
WooCommerce Services: by Automattic – 1.24.3 – Installed version not tested with active version of WooCommerce 4.5.2
WooCommerce: by Automattic – 4.5.2
WooSidebars: by WooCommerce – 1.4.5
Wordfence Security: by Wordfence – 7.4.11
Yoast SEO: by Team Yoast – 15.0
WP Activity Log Extension for WooCommerce: by WP White Security – 1.1 – Installed version not tested with active version of WooCommerce 4.5.2
WP REST Cache: by Acato – 2020.2.2
WP Activity Log: by WP White Security – 4.1.3.2
WP Social Chat: by QuadLayers – 4.7.0
WP Overnight Sidekick: by Jeremiah Prummer
Ewout Fernhout
Michael Kluver – 2.2.2

YITH WooCommerce Wishlist: by YITH – 3.0.14

### Inactive Plugins (8) ###

Bulk Delete: by Sudar – 6.0.2
Google Ads for WooCommerce: by Kliken – 1.0.4 – Installed version not tested with active version of WooCommerce 4.5.2
Mobile Builder: by Rnlab.io – 1.2.2
User Role Editor: by Vladimir Garagulya – 4.56.1
WooCommerce Multilingual: by OnTheGoSystems – 4.10.2 – Installed version not tested with active version of WooCommerce 4.5.2
WPML Multilingual CMS: by OnTheGoSystems – 4.3.19
WPML String Translation: by OnTheGoSystems – 3.0.14
WPML Translation Management: by OnTheGoSystems – 2.9.11

### Must Use Plugins (1) ###

WP REST Cache - Must-Use Plugin: by Richard Korthuis - Acato – 2018.2.1

### Settings ###

API Enabled: ?
Force SSL: –
Currency: KWD (KD)
Currency Position: left_space
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 3
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #64 - /shop/
Cart: #63 - /cart/
Checkout: #62 - /checkout/
My account: #61 - /my-account/
Terms and conditions: #13253 - /delivery-policy/

### Theme ###

Name: Flatsome Child
Version: 3.0
Author URL: 
Child Theme: ?
Parent Theme Name: Flatsome
Parent Theme Version: 3.12.2
Parent Theme Author URL: https://www.uxthemes.com/
WooCommerce Support: ?

### Templates ###

Overrides: flatsome/woocommerce/archive-product.php
flatsome/woocommerce/cart/cart-empty.php
flatsome/woocommerce/cart/cart-shipping.php
flatsome/woocommerce/cart/cart.php
flatsome/woocommerce/checkout/form-checkout.php
flatsome/woocommerce/checkout/form-coupon.php
flatsome/woocommerce/checkout/terms.php
flatsome/woocommerce/checkout/thankyou.php
flatsome/woocommerce/content-product.php
flatsome/woocommerce/content-product_cat.php
flatsome/woocommerce/content-single-product.php
flatsome/woocommerce/content-widget-product.php
flatsome/woocommerce/global/breadcrumb.php
flatsome/woocommerce/global/quantity-input.php
flatsome/woocommerce/global/wrapper-end.php
flatsome/woocommerce/global/wrapper-start.php
flatsome/woocommerce/loop/loop-end.php
flatsome/woocommerce/loop/loop-start.php
flatsome/woocommerce/loop/pagination.php
flatsome/woocommerce/loop/result-count.php
flatsome/woocommerce/loop/sale-flash.php
flatsome/woocommerce/myaccount/form-login.php
flatsome/woocommerce/myaccount/navigation.php
flatsome/woocommerce/notices/error.php
flatsome/woocommerce/notices/notice.php
flatsome/woocommerce/notices/success.php
flatsome/woocommerce/product-searchform.php
flatsome/woocommerce/single-product/photoswipe.php
flatsome/woocommerce/single-product/price.php
flatsome/woocommerce/single-product/product-image.php
flatsome/woocommerce/single-product/product-thumbnails.php
flatsome/woocommerce/single-product/rating.php
flatsome/woocommerce/single-product/related.php
flatsome/woocommerce/single-product/review.php
flatsome/woocommerce/single-product/sale-flash.php
flatsome/woocommerce/single-product/share.php
flatsome/woocommerce/single-product/short-description.php
flatsome/woocommerce/single-product/tabs/tabs.php
flatsome/woocommerce/single-product/title.php
flatsome/woocommerce/single-product/up-sells.php
flatsome/woocommerce/single-product-reviews.php
flatsome/woocommerce/single-product.php

### Action Scheduler ###

Canceled: 9
Oldest: 2020-09-21 14:42:28 +0000
Newest: 2020-10-10 09:40:39 +0000

Complete: 6,542
Oldest: 2020-09-10 06:09:20 +0000
Newest: 2020-10-11 05:10:27 +0000

Pending: 1
Oldest: 2020-10-11 05:25:27 +0000
Newest: 2020-10-11 05:25:27 +0000

this is the system report
and regarding the payment gateway we are using Upayments and cash on delivery

Hi @ghaid. Sorry that we missed your last response.

Since the payment was received with Upayments, the refund would also be done using that gateway. Please contact Upayments for help with this issue as they would be in the best position to check any logs and help with troubleshooting.