Failed Payment, but customer charged

  • Resolved absyedj

    (@absyedj)


    4 years, 1 month ago

    Hello, a customer recently purchased an item on my site. I received an email stating payment failed and upon further investigation, I found that the order had been “paid via Google pay” through woocommerce payments, but the order status was failed. I also asked the customer and she was charged the full amount. I tried to refund her through the order page, but the manual refund button does not appear.

    I also checked the woocommerce transactions with no entries for her payment and there are no logs under status.

    What do I need to do to ensure she is refunded the amount? If that’s not possible, how can I get that amount deposited in my bank (my bank is already connected to woocommerce)?

Viewing 5 replies - 1 through 5 (of 5 total)
  • Igor H

    (@ihereira)

    4 years, 1 month ago

    Hi,

    To check much better into this, can you please provide the following information?

    Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. 

    Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Let us know, thank you.

    Thread Starter absyedj

    (@absyedj)

    4 years, 1 month ago

    Hi, I didn’t find any logs, but here’s the status

    
### WordPress Environment ###

WordPress address (URL): http://sirswandw.com
Site address (URL): http://sirswandw.com
WC Version: 5.6.2
REST API Version: ✔ 5.6.2
WC Blocks Version: ✔ 5.5.1
Action Scheduler Version: ✔ 3.2.1
WC Admin Version: ✔ 2.5.2
Log Directory Writable: ✔
WP Version: ❌ 5.8.4 - There is a newer version of WordPress available (5.9.3)
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_US
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.2.34
PHP Post Max Size: 128 MB
PHP Time Limit: 120
PHP Max Input Vars: 5000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.12-MariaDB-cll-lve
Max Upload Size: 128 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 5.6.1
WC Database Prefix: wp_
Total Database Size: 15.24MB
Database Data Size: 12.50MB
Database Index Size: 2.74MB
wp_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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### Post Type Counts ###

attachment: 53
custom_css: 1
elementor_library: 3
feedback: 63
mailpoet_page: 1
nav_menu_item: 8
omapi: 1
page: 16
post: 1
product: 19
revision: 70
shop_order: 3
shop_order_refund: 1

### Security ###

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

### Active Plugins (18) ###

All in One SEO: by All in One SEO Team – 4.1.6.2
All-in-One WP Migration: by ServMask – 7.46
aThemes Starter Sites: by aThemes – 1.0.12
Creative Mail by Constant Contact: by Constant Contact – 1.4.4
Elementor: by Elementor.com – 3.4.2
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.18.0
Header Footer Code Manager: by 99robots – 1.1.15
Jetpack: by Automattic – 10.0
LiteSpeed Cache: by LiteSpeed Technologies – 4.3
Mailchimp for WooCommerce: by Mailchimp – 2.5.2
MailPoet 3 (New): by MailPoet – 3.67.1
OptinMonster: by OptinMonster Team – 2.6.9
Sydney Toolbox: by aThemes – 1.17
WooCommerce Payments: by Automattic – 2.8.4 (update to version 4.0.0 is available)
WooCommerce PayPal Payments: by WooCommerce – 1.5.1 (update to version 1.7.1 is available)
WooCommerce Shipping & Tax: by WooCommerce – 1.25.18 (update to version 1.25.25 is available)
WooCommerce: by Automattic – 5.6.2 (update to version 6.4.1 is available)
WPForms Lite: by WPForms – 1.6.8.1

### Inactive Plugins (2) ###

Akismet Anti-Spam: by Automattic – 4.1.10
Hello Dolly: by Matt Mullenweg – 1.7.2

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
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: #5 - /index.php/shop/
Cart: #6 - /index.php/cart/
Checkout: #7 - /index.php/checkout/
My account: #8 - /index.php/my-account/
Terms and conditions: ❌ Page not set

### Theme ###

Name: Sydney
Version: 1.78 (update to version 2.03 is available)
Author URL: https://athemes.com
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔

### Templates ###

Overrides: sydney/woocommerce/single-product/add-to-cart/simple.php

### WooCommerce PayPal Payments ###

Onboarded: No
Shop country code: US
PayPal card processing available in country: Yes
Pay Later messaging available in country: Yes
Vault enabled: No

### Action Scheduler ###

Complete: 65
Oldest: 2022-04-19 04:15:36 +0000
Newest: 2022-04-19 12:07:29 +0000

Pending: 7
Oldest: 2022-04-19 12:07:34 +0000
Newest: 2022-04-25 04:12:16 +0000

### Status report information ###

Generated at: 2022-04-19 12:07:33 +00:00
    Plugin Support Sérgio L. a11n

    (@csnlima)

    4 years, 1 month ago

    Hi @absyedj,

    At first sight, I would recommend you to update the payment getaway plugins (WooCommerce Payments, WooCommerce PayPal Payments and WooCommerce Shipping & Tax) the WooCommerce plugin itself (you have installed 5.6.2 and an update to version 6.4.1 is available). Also, WordPress is not up-to-date. Can you also update it?

    Check if the refund is available after all the updates and if not, I kindly ask you to open a new topic in the WooCommerce Payments forum as the team there may be able to further help you.

    Best regards,

    Thread Starter absyedj

    (@absyedj)

    4 years, 1 month ago

    Thanks so much, reached out to the other team and they let me know that the charge is temporary and is automatically removed/refunded on the customer’s end

    Mirko P.

    (@rainfallnixfig)

    4 years, 1 month ago

    Hi @absyedj,

    It sounds like you got this sorted already, but for future reference, if you still encounter issues with the payment gateway please reach out to support on the dedicated forum as this one is specific to WooCommerce core.

    Have a good one!

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

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