Issue with Refund Processing for Orders

  • Resolved robertad92

    (@robertad92)


    1 year, 6 months ago

    Hello,

    I’m having difficulty refunding orders. When I click on ‘refund,’ I can see the options ‘refund €0.00 manually’ or ‘refund €0.00 via PayPal Gateway’ but it doesn’t allow me to enter the correct amount.

    Additionally, the amounts shown in the buttons are incorrect, as these are not €0 orders.

    How can I fix this?

    Thank you!

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    1 year, 6 months ago

    Hi there!

    I understand how frustrating it can be to have issues with processing refunds, and I’m here to help you resolve it.

    To assist you further, could you please provide more details about the specific error message or issue you’re encountering when trying to enter the correct refund amount? It would be helpful if you could share a screenshot showing how you’re attempting to process the refund and any error messages you see.

    Also, could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Download for support” (after you scroll down a bit)”. Once done, please upload it to this chat.

    In the meantime, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled and see if this resolves the issue?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    Thank you

    Thread Starter robertad92

    (@robertad92)

    1 year, 6 months ago

    Hello @shahzeenfarooq

    Thank you for your prompt response.

    The field where I should enter the refund amount is greyed out and not clickable, preventing me from inputting the correct amount. I have tested this on multiple orders with different amounts, but the error persists each time.

    I have attached screenshots of the issue: https://imgur.com/a/NUSOjkK

    along with the WooCommerce report for your reference.

    <br>### WordPress Environment ###<br><br>WordPress address (URL): https://borgotesoro.it<br>Site address (URL): https://borgotesoro.it<br>WC Version: 9.3.3<br>Legacy REST API Package Version: Il plugin API REST legacy non è installato in questo sito.<br>Action Scheduler Version: ✔ 3.8.1<br>Log Directory Writable: ✔<br>WP Version: 6.6.2<br>WP Multisite: –<br>WP Memory Limit: 512 MB<br>WP Debug Mode: –<br>WP Cron: ✔<br>Language: it_IT<br>External object cache: ✔<br><br>### Server Environment ###<br><br>Server Info: LiteSpeed<br>PHP Version: 8.2.20<br>PHP Post Max Size: 256 MB<br>PHP Time Limit: 300<br>PHP Max Input Vars: 5000<br>cURL Version: 7.76.1<br>OpenSSL/3.0.7<br><br>SUHOSIN Installed: –<br>MySQL Version: 10.11.9-MariaDB<br>Max Upload Size: 256 MB<br>Default Timezone is UTC: ✔<br>fsockopen/cURL: ✔<br>SoapClient: ✔<br>DOMDocument: ✔<br>GZip: ✔<br>Multibyte String: ✔<br>Remote Post: ✔<br>Remote Get: ✔<br><br>### Database ###<br><br>WC Database Version: 9.3.3<br>WC Database Prefix: wp_<br>Dimensione totale database: 33.06MB<br>Dimensione dati database: 26.08MB<br>Dimensione indice database: 6.98MB<br>wp_woocommerce_sessions: Dati: 0.06MB + indice: 0.02MB + motore InnoDB<br>wp_woocommerce_api_keys: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_woocommerce_attribute_taxonomies: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_woocommerce_downloadable_product_permissions: Dati: 0.02MB + indice: 0.06MB + motore InnoDB<br>wp_woocommerce_order_items: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_woocommerce_order_itemmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_woocommerce_tax_rates: Dati: 0.02MB + indice: 0.06MB + motore InnoDB<br>wp_woocommerce_tax_rate_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_woocommerce_shipping_zones: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_woocommerce_shipping_zone_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_woocommerce_shipping_zone_methods: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_woocommerce_payment_tokens: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_woocommerce_payment_tokenmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_woocommerce_log: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_actionscheduler_actions: Dati: 3.19MB + indice: 1.52MB + motore InnoDB<br>wp_actionscheduler_claims: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_actionscheduler_groups: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_actionscheduler_logs: Dati: 2.41MB + indice: 0.86MB + motore InnoDB<br>wp_commentmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_comments: Dati: 0.02MB + indice: 0.09MB + motore InnoDB<br>wp_gdpr_cc_options: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_links: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_litespeed_url: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_litespeed_url_file: Dati: 0.02MB + indice: 0.08MB + motore InnoDB<br>wp_mailpoet_automations: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_automation_runs: Dati: 0.02MB + indice: 0.08MB + motore InnoDB<br>wp_mailpoet_automation_run_logs: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_mailpoet_automation_run_subjects: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_automation_triggers: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_automation_versions: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_custom_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_dynamic_segment_filters: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_feature_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_forms: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_log: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_migrations: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_newsletters: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_mailpoet_newsletter_links: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_mailpoet_newsletter_option: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_newsletter_option_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_newsletter_posts: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_newsletter_segment: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_newsletter_templates: Dati: 2.52MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_scheduled_tasks: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_scheduled_task_subscribers: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_segments: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_sending_queues: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_settings: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_statistics_bounces: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_mailpoet_statistics_clicks: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_mailpoet_statistics_forms: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_statistics_newsletters: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_statistics_opens: Dati: 0.02MB + indice: 0.08MB + motore InnoDB<br>wp_mailpoet_statistics_unsubscribes: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_mailpoet_statistics_woocommerce_purchases: Dati: 0.02MB + indice: 0.08MB + motore InnoDB<br>wp_mailpoet_stats_notifications: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_subscribers: Dati: 0.02MB + indice: 0.23MB + motore InnoDB<br>wp_mailpoet_subscriber_custom_field: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_subscriber_ips: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_subscriber_segment: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_subscriber_tag: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_mailpoet_tags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_user_agents: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_mailpoet_user_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_options: Dati: 3.47MB + indice: 0.22MB + motore InnoDB<br>wp_postmeta: Dati: 2.52MB + indice: 0.59MB + motore InnoDB<br>wp_posts: Dati: 9.48MB + indice: 0.38MB + motore InnoDB<br>wp_sib_model_forms: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_sib_model_users: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_termmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_terms: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_term_relationships: Dati: 0.06MB + indice: 0.05MB + motore InnoDB<br>wp_term_taxonomy: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_usermeta: Dati: 0.06MB + indice: 0.03MB + motore InnoDB<br>wp_users: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_wc_admin_notes: Dati: 0.06MB + indice: 0.00MB + motore InnoDB<br>wp_wc_admin_note_actions: Dati: 0.06MB + indice: 0.02MB + motore InnoDB<br>wp_wc_category_lookup: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_wc_customer_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_download_log: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_orders: Dati: 0.02MB + indice: 0.11MB + motore InnoDB<br>wp_wc_orders_meta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_order_addresses: Dati: 0.02MB + indice: 0.06MB + motore InnoDB<br>wp_wc_order_coupon_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_order_operational_data: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_order_product_lookup: Dati: 0.02MB + indice: 0.06MB + motore InnoDB<br>wp_wc_order_stats: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_wc_order_tax_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_wc_product_attributes_lookup: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_wc_product_download_directories: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_wc_product_meta_lookup: Dati: 0.06MB + indice: 0.11MB + motore InnoDB<br>wp_wc_rate_limits: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_wc_reserved_stock: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_wc_tax_rate_classes: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_wc_webhooks: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_wpforms_logs: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_wpforms_payments: Dati: 0.02MB + indice: 0.14MB + motore InnoDB<br>wp_wpforms_payment_meta: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_wpforms_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB<br>wp_yith_wcwl: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_yith_wcwl_itemmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_yith_wcwl_lists: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_yoast_indexable: Dati: 0.16MB + indice: 0.09MB + motore InnoDB<br>wp_yoast_indexable_hierarchy: Dati: 0.02MB + indice: 0.05MB + motore InnoDB<br>wp_yoast_migrations: Dati: 0.02MB + indice: 0.02MB + motore InnoDB<br>wp_yoast_primary_term: Dati: 0.02MB + indice: 0.03MB + motore InnoDB<br>wp_yoast_seo_links: Dati: 0.11MB + indice: 0.06MB + motore InnoDB<br><br>### Post Type Counts ###<br><br>attachment: 453<br>custom_css: 1<br>customize_changeset: 34<br>mailpoet_page: 1<br>nav_menu_item: 5<br>page: 15<br>post: 2<br>product: 163<br>product_variation: 233<br>revision: 806<br>shop_order_placehold: 16<br>sp_wps_shortcodes: 1<br>wp_block: 2<br>wp_font_face: 2<br>wp_font_family: 2<br>wp_global_styles: 1<br>wp_navigation: 3<br>wp_template: 11<br>wp_template_part: 3<br>wpforms: 1<br>yaymail_template: 11<br><br>### Security ###<br><br>Secure connection (HTTPS): ✔<br>Hide errors from visitors: ✔<br><br>### Active Plugins (17) ###<br><br>Easy Google Fonts: di Titanium Themes – 2.0.4<br>GDPR Cookie Compliance: di Moove Agency – 4.15.5<br>Hostinger AI: di Hostinger – 2.0.22<br>Hostinger Easy Onboarding: di Hostinger – 2.0.35<br>Hostinger Tools: di Hostinger – 3.0.16<br>InPost Italia: di InPost – 1.1.8<br>LiteSpeed Cache: di LiteSpeed Technologies – 6.5.2<br>Newsletter, SMTP, Email marketing and Subscribe forms by Brevo: di Brevo – 3.1.88<br>Payment Plugins for PayPal WooCommerce: di Payment Plugins<br>support@paymentplugins.com – 1.0.52<br><br>Temporary Login Without Password: di StoreApps – 1.8.3<br>UpdraftPlus - Backup/Ripristino: di TeamUpdraft<br>DavidAnderson – 1.24.6<br><br>WooCommerce Stripe Gateway: di WooCommerce – 8.8.0<br>WooCommerce: di Automattic – 9.3.3<br>Yoast SEO: di Team Yoast – 23.7<br>WPForms Lite: di WPForms – 1.9.1.5<br>YayMail - WooCommerce Email Customizer: di YayCommerce – 3.5.6<br>YITH WooCommerce Wishlist: di YITH – 4.0.0<br><br>### Inactive Plugins (3) ###<br><br>Product Slider for WooCommerce: di ShapedPlugin LLC – 2.8.1<br>WooCommerce PayPal Payments: di WooCommerce – 2.9.3<br>WooPayments: di WooCommerce – 8.4.0<br><br>### Dropin Plugins () ###<br><br>object-cache.php: LiteSpeed Cache - Object Cache (Drop-in)<br><br>### Must Use Plugins (1) ###<br><br>Disable Auto Updates: di  –<br><br>### Settings ###<br><br>Legacy API Enabled: –<br>Force SSL: –<br>Currency: EUR (€)<br>Currency Position: right_space<br>Thousand Separator: .<br>Decimal Separator: ,<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)<br><br>Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)<br><br>Connected to WooCommerce.com: –<br>Enforce Approved Product Download Directories: ✔<br>HPOS feature enabled: ✔<br>Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore<br>HPOS data sync enabled: –<br><br>### Logging ###<br><br>Enabled: ✔<br>Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2<br>Retention period: 30 giorni<br>Level threshold: –<br>Log directory size: 12 KB<br><br>### WC Pages ###<br><br>Shop base: ❌ L'ID della pagina è impostato<br>ma la pagina non esiste<br><br>Carrello: #7 - /cart/ -  Contiene il blocco woocommerce/cart<br>Pagamento: #8 - /checkout/ -  Contiene il blocco woocommerce/checkout<br>Il mio account: #9 - /my-account/<br>Termini e condizioni: #221 - /termini-e-condizioni/<br><br>### Theme ###<br><br>Name: Twenty Twenty-Three<br>Version: 1.5<br>Author URL: https://wordpress.org<br>Child Theme: ❌ – Se stai modificando WooCommerce o un tema genitore che non hai costruito personalmente<br>ti consigliamo di utilizzare un tema child. Vedi: Come creare un tema child<br><br>WooCommerce Support: ✔<br><br>### Templates ###<br><br>Overrides: /home/u362340900/domains/borgotesoro.it/public_html/wp-content/plugins/woocommerce/templates/block-notices/error.php<br>/home/u362340900/domains/borgotesoro.it/public_html/wp-content/plugins/woocommerce/templates/block-notices/notice.php<br>/home/u362340900/domains/borgotesoro.it/public_html/wp-content/plugins/woocommerce/templates/block-notices/success.php<br><br><br>### Admin ###<br><br>Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customize-store<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>pattern-toolkit-full-composability<br>product-custom-fields<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>printful<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page<br>launch-your-store<br><br>Disabled Features: experimental-blocks<br>minified-js<br>product-pre-publish-modal<br>settings<br>async-product-editor-category-field<br>product-editor-template-system<br>blueprint<br>reactify-classic-payments-settings<br><br>Daily Cron: ✔ Next scheduled: 2024-10-26 20:06:17 +00:00<br>Options: ✔<br>Notes: 69<br>Onboarding: completed<br><br>### Action Scheduler ###<br><br>Completato: 6.212<br>Oldest: 2024-09-25 17:15:12 +0000<br>Newest: 2024-10-26 04:42:02 +0000<br><br>Operazione non riuscita: 16<br>Oldest: 2024-08-21 20:19:11 +0000<br>Newest: 2024-10-25 23:22:13 +0000<br><br>In attesa: 8<br>Oldest: 2024-10-27 04:42:02 +0000<br>Newest: 2024-11-01 23:22:13 +0000<br><br><br>### Status report information ###<br><br>Generated at: 2024-10-26 12:31:13 +00:00<br>

    Thank you

    Zee

    (@doublezed2)

    1 year, 6 months ago

    Hello robertad92,

    Thank you for your reply.

    Could you share screenshots of the Order Notes of the order you are trying to refund?
    This might provide me with more clues about the issue.

    Since the issue is related to Payment Plugins for PayPal WooCommerce plugin, I suggest you post this question at their support forum as well. They might have more information about this.

    Once I have more information, I will be in a better position to assist you further.

    Best regards.

    Thread Starter robertad92

    (@robertad92)

    1 year, 6 months ago

    Hi @doublezed2 ,

    the Payment Plugins for PayPal WooCommerce plugin support team helped me resolve the issue. Thank you for your assistance and patience regardless.

    (Could I please ask you to remove the WooCommerce code report from my previous post, as it contains information and URLs related to my site? Thank you!)

    Beauty of Code (woo-hc)

    (@beautyofcode)

    1 year, 6 months ago

    Hey @robertad92 ,

    Glad to hear that this has been sorted! 😃

    (Could I please ask you to remove the WooCommerce code report from my previous post, as it contains information and URLs related to my site? Thank you!)

    Unfortunately, we’re unable to edit or delete anything within the thread. This is only done by the forum moderators in extreme cases, such as if they represent a valid legal, security, or safety concern.

    You can read more about this here: https://wordpress.org/support/forum-user-guide/faq/#will-you-delete-my-post-once-the-problem-is-solved and https://wordpress.org/about/privacy/.

    Hope this helps!

Viewing 5 replies - 1 through 5 (of 5 total)

The topic ‘Issue with Refund Processing for Orders’ is closed to new replies.