Refund Failed

  • RebeccaBlackman

    (@rebeccablackman)


    10 years, 4 months ago

    Good afternoon. 🙂

    I am experiencing the “Refund Failed” problem when trying to refund via Paypal. I see others have posted about it previously, but nothing seems to have resolved the issue. I am able to take payments successfully with no problems, I just cannot refund.

    Based on previous suggestions and my own ideas, here are the steps I have taken:

    1) Enabled WordPress debug log (no errors logged)
    2) Triple-checked Paypal API credentials (they are correct)
    3) Checked for sufficient funds in Paypal (there is more than enough)
    4) Disabled all plugins except Woocommerce (no change)
    5) Switched to TwentyFifteen theme (no change)
    6) Tested same setup on seperate development server (no change)
    7) Switched to Paypal Sandbox and made dummy orders/refund attempts (no change)

    I have just telephoned Paypal and attempted a refund whilst speaking to them. They can see no evidence of my site making a refund request or any kind of connection at all. They have asked me to submit an email ticket so they can check if the API permissions are set correctly, but do not hold out much hope as the sandbox setup didn’t work either. It would be very unusual for the permissions on both accounts to be wrong.

    Can you help?

    Kind regards,

    Rebecca

    https://wordpress.org/plugins/woocommerce/

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Contributor Mike Jolley

    (@mikejolley)

    10 years, 4 months ago

    There is a log that can be enabled in PayPal settings. This will store the reason code why it failed.

    Thread Starter RebeccaBlackman

    (@rebeccablackman)

    10 years, 4 months ago

    Is that within the Paypal site itself, or Woocommerce settings? I did look around on Paypal’s site and couldn’t spot any kind of log settings, but it’s not always very clear where everything is there.

    However, something strange happened last night. I upgraded to WP 4.4.1 and tried to refund again and it worked! I then tried the same thing on my test server (using Paypal Sandbox) but it didn’t work. I am inclined to think Paypal have done something to my API key even though they told me there was nothing they could do.

    Anyway, it is working on my live site now, so I am happy and not going to play around with anything further in case I break it! 😀

    Thanks for your help, I will let you know if the problem recurs.

    Kind regards,

    Rebecca

Viewing 2 replies - 1 through 2 (of 2 total)

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