joshlfcox

Hi @riaanknoetze,

Yes there is FastCGI caching installed with NGINX. As well as Redis object caching. Otherwise, no other plugins are installed for caching/performance. We do have use CloudFlare (free plan) for a CDN.

Yes, the two user’s in question have different shipping & billing addresses.

Thank you,

Josh

Hi @carolm29,

Please see below the requested screenshots:

Order details & Fatal Errors

I’ve labeled them in Imgur to hopefully make it clearer, but if you need any clarification, do let me know.

Thank you

Hi @carolm29

Thank you for the reply and for looking into this.

Yes, as far as we can tell this has only happened once.

The orders were made about 36 hours apart with plenty of orders between them. And they are for different products.

I’ve checked the logs and there are no errors on the days of the orders. There orders were placed on the 7th & 8th of September, the closest errors occur on the 5th September and 10th September, would you like me to share those?

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

We haven’t tried refunding through Stripe, but that is a possibility and I’m certain we can do that.

The main issue is, as the initial intended refund was a partial refund but ended up being refunded completely, if/when, we can no longer refund the rest of the order from within WooCommerce as there is no more money or product to refund.

But as you say, a fix is in the pipeline, and actually this appears to be a one off incident that we haven’t been able to reproduce since either.

We’ll keep an eye on it.

Thanks for the assistance.

Thanks for the info @babylon1999

I appreciate a fix is in the pipeline, but is there anything temporarily we can do to prevent/stop this happening again in the meantime?

Thanks

Hi @roxannestoltz,

Thanks for that, so I’m certain it’s not a plugin or theme conflict. I tested in a staging environment with the plugins disabled (except WC & Stripe) and on storefront. Then again with the normal theme (a child of Storefront) and the plugins activated and both test refunds went through fine.

I then tested a refund on the live site (as it is normally) and that worked fine too, screenshot below:

https://snipboard.io/Fap6qf.jpg

Further more, although in the website order notes there appears to be the two refunds (sharing the same transaction ID), in Stripe, it appears that only one refund has taken place (which is correct).

Do we know what might have caused this duplication in the website order notes?

Thanks,

Josh

Hi @ihereira,

Here’s the screengrab of the order notes:

https://snipboard.io/yIkHVs.jpg

I will set up a staging environment and carry out a test refund tomorrow with the plugins (except Woo & Stripe) disabled and running Storefront and let you know how it goes.

Thanks,

Josh

*Sorry, just to be clear, didn’t install the Core Control plugin, but have installed the log HTTP Requests plugin which am told is similar.

Thanks for this @ihereira

After speaking with our hosts, the software (php, cURL etc) are up to date.

I would have thought 10s for a timeout would have been sufficient for a refund process, but I have temporarily upped this to 15s.

I have also installed the core control plugin, so hopefully that gives more information, should this happen again.

It does appear to be a one off, we’ve not experienced this before. One other thing that looks odd is the refund ID appears to have been duplicated, although two separate refunds are processed, is this normal? I would have though each refund would have its own ID?

Hi @theabhig,

I have created a support ticket through WooCommerce.com and added the Stripe log and system status.

I look forward to hearing from you via WooCommerce.com

Thanks for your help so far.

Many Thanks,

Josh

Hi @theabhig,

Thanks for the reply, here you go:
https://snipboard.io/2uQSsJ.jpg

Do let me know if you need anything else from me or would like me to try anything.

Many Thanks,

Hi @johndcoy,

Thanks for letting me know, will give this a go!

Cheers,

Josh

Hi Arnan,

Looks to be resolved now, thank you for sorting!

Cheers,

Josh

Hi Arnan,

Any update on this?

Do let me know if you need me to action anything, or if you’d like access to take a look.

Many Thanks,

Josh