Can’t issue a refund for automatic-renewals from Order page

Resolved WP Media
(@wp_media)

3 years, 5 months ago
Hello PayPal folks,

We’d like to get help with the following issue.

Issue: a refund can’t be issued from WooCommerce Oder page for automatic-renewals.

Scenario: a license was auto-renewed using PayPal and customer wants a refund.

Steps to reproduce:
1. Go to customer an Order page in WooCommerce
2. Click on Refund > Set quantity to 1 > Click on Refund
3. Get the error: Refund Error: All transactions have been fully refunded. There is no amount left to refund
4. Agent needs to go to the PayPal profile transaction page and issue a refund from there
5. Agent also needs to double-check the order and profile pages in WC are updated according to the refund status (Expiration date)
Additional notes:
1. Happening with PayPal only, Stripe auto-renewals can be refunded from the WooCommerce Order page
2. Happens with auto-renewals only, other PayPal products such as first purchases, upgrades, manual renewals can be refunded from the WooCommerce Order page
Please let us know how could we move forward with this or if you need any additional information.

Best regards,

The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

Plugin Support

wpnomad a11n

(@wpnomad)

3 years, 5 months ago

Hi @wp_media ,

Issue: a refund can’t be issued from WooCommerce Oder page for automatic-renewals.

WooCommerce out of the box does not provide renewal function. To understand the setup better, may I know how the renewal functionality is set up?

Also, 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”. Once you’ve done that, paste it here in your response.

Do let us know so we can check and help further.

This reply was modified 3 years, 5 months ago by wpnomad a11n.

Thread Starter

WP Media

(@wp_media)

3 years, 5 months ago

Hello,

Thanks a lot for your reply!

We are using Billing Agreement to make the charge automatically

Hre’s the report:


### WordPress Environment ###

WordPress address (URL): https://wp-rocket.me
Site address (URL): https://wp-rocket.me
WC Version: 4.3.0
REST API Version: ✔ 1.0.10
WC Blocks Version: ✔ 2.7.1
Action Scheduler Version: ✔ 3.1.6
WC Admin Version: ✔ 1.3.0
Log Directory Writable: ✔
WP Version: ❌ 5.5.1 - There is a newer version of WordPress available (5.5.3)
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: –

### Server Environment ###

Server Info: nginx/1.16.0
PHP Version: 7.3.3-1+ubuntu14.04.1+deb.sury.org+1
PHP Post Max Size: 8 MB
PHP Time Limit: 120
PHP Max Input Vars: 1000
cURL Version: 7.35.0
OpenSSL/1.0.1f

SUHOSIN Installed: –
MySQL Version: 5.5.64-MariaDB-1ubuntu0.14.04.1
Max Upload Size: 2 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 4.3.0
WC Database Prefix: wpr13_2_
Total Database Size: 5141.86MB
Database Data Size: 3193.43MB
Database Index Size: 1948.43MB
wpr13_2_woocommerce_sessions: Data: 8.02MB + Index: 0.20MB + Engine InnoDB
wpr13_2_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wpr13_2_woocommerce_order_items: Data: 37.58MB + Index: 16.47MB + Engine InnoDB
wpr13_2_woocommerce_order_itemmeta: Data: 674.00MB + Index: 231.52MB + Engine InnoDB
wpr13_2_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wpr13_2_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wpr13_2_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wpr13_2_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_woocommerce_payment_tokens: Data: 4.52MB + Index: 2.45MB + Engine InnoDB
wpr13_2_woocommerce_payment_tokenmeta: Data: 12.52MB + Index: 12.03MB + Engine InnoDB
wpr13_2_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_actionscheduler_actions: Data: 45.06MB + Index: 31.83MB + Engine InnoDB
wpr13_2_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_actionscheduler_logs: Data: 30.05MB + Index: 13.06MB + Engine InnoDB
wpr13_2_commentmeta: Data: 0.09MB + Index: 0.06MB + Engine InnoDB
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wpr13_2_gf_draft_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_gf_entry: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_gf_entry_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wpr13_2_gf_entry_notes: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wpr13_2_gf_form_revisions: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_gf_form_view: Data: 0.42MB + Index: 0.30MB + Engine InnoDB
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wpr13_2_icl_languages_translations: Data: 0.10MB + Index: 0.11MB + Engine MyISAM
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wpr13_2_icl_mo_files_domains: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
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wpr13_2_icl_strings: Data: 5.27MB + Index: 2.89MB + Engine MyISAM
wpr13_2_icl_string_packages: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wpr13_2_icl_string_pages: Data: 125.66MB + Index: 141.30MB + Engine InnoDB
wpr13_2_icl_string_positions: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
wpr13_2_icl_string_status: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpr13_2_icl_string_translations: Data: 0.03MB + Index: 0.02MB + Engine MyISAM
wpr13_2_icl_string_urls: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_icl_translate: Data: 4.92MB + Index: 0.16MB + Engine MyISAM
wpr13_2_icl_translate_job: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
wpr13_2_icl_translations: Data: 5.41MB + Index: 8.25MB + Engine MyISAM
wpr13_2_icl_translation_batches: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_icl_translation_downloads: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_icl_translation_status: Data: 3.18MB + Index: 0.14MB + Engine MyISAM
wpr13_2_imagify_files: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wpr13_2_imagify_folders: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_options: Data: 8.09MB + Index: 2.06MB + Engine InnoDB
wpr13_2_postmeta: Data: 1059.00MB + Index: 779.52MB + Engine InnoDB
wpr13_2_posts: Data: 422.86MB + Index: 238.53MB + Engine InnoDB
wpr13_2_shareasale_wc_tracker_datafeeds: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_shareasale_wc_tracker_logs: Data: 0.17MB + Index: 0.06MB + Engine InnoDB
wpr13_2_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_term_relationships: Data: 4.50MB + Index: 2.47MB + Engine InnoDB
wpr13_2_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_usermeta: Data: 581.91MB + Index: 394.45MB + Engine InnoDB
wpr13_2_users: Data: 32.55MB + Index: 28.39MB + Engine InnoDB
wpr13_2_usin_user_data: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_wc_customer_lookup: Data: 6.52MB + Index: 6.02MB + Engine InnoDB
wpr13_2_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_wc_order_coupon_lookup: Data: 0.41MB + Index: 0.45MB + Engine InnoDB
wpr13_2_wc_order_product_lookup: Data: 4.50MB + Index: 5.63MB + Engine InnoDB
wpr13_2_wc_order_stats: Data: 4.50MB + Index: 4.47MB + Engine InnoDB
wpr13_2_wc_order_tax_lookup: Data: 2.52MB + Index: 3.02MB + Engine InnoDB
wpr13_2_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wpr13_2_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpr13_2_wc_rocket_payment_retries: Data: 1.50MB + Index: 0.11MB + Engine InnoDB
wpr13_2_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_woocommerce_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpr13_2_yoast_indexable: Data: 20.53MB + Index: 12.08MB + Engine InnoDB
wpr13_2_yoast_indexable_hierarchy: Data: 0.05MB + Index: 0.05MB + Engine InnoDB
wpr13_2_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpr13_2_yoast_primary_term: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wpr13_2_yoast_seo_links: Data: 1.28MB + Index: 0.19MB + Engine InnoDB
wpr13_2_yoast_seo_meta: Data: 73.17MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf: 6
acf-field: 30
acf-field-group: 10
amn_om: 2
attachment: 7298
feature: 111
imgt_log: 500
oembed_cache: 575
omapi: 7
page: 132
partner: 84
post: 352
press: 148
product: 7
resources: 86
shop_coupon: 75
shop_order: 273123
shop_order_refund: 8721
showcase: 55
team: 15
testimonial: 105
website: 1334242
wp_block: 1
wysijap: 1

### Security ###

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

### Active Plugins (35) ###

Gravity Forms: by Gravity Forms – 2.4.18
WPML Multilingual CMS: by OnTheGoSystems – 4.3.15
Advanced Custom Fields PRO: by Elliot Condon – 5.8.12
Antispam Bee: by pluginkollektiv – 2.9.2
Facebook for WooCommerce: by Facebook – 1.11.4 – Installed version not tested with active version of WooCommerce 4.3.0
Gravity Forms Multilingual: by OnTheGoSystems – 1.5.4
Imagify Tools: by WP Media – 1.1.1
Imagify: by WP Media – 1.9.10
Insert Headers and Footers: by WPBeginner – 1.4.5
Intuitive Custom Post Order: by hijiri – 3.1.2
Jilt for WooCommerce: by Jilt – 1.7.7 – Installed version not tested with active version of WooCommerce 4.3.0
KIA Subtitle: by Kathy Darling – 3.0.0
Mailgun: by Mailgun – 1.7.1
MO Cache: by Masaki Takeuchi – 2.0
OptinMonster API: by OptinMonster Team – 1.9.8 – Installed version not tested with active version of WooCommerce 4.3.0
Pastacode: by Willy Bahuaud – 2.0
Rocket Partners: by Jonathan – 1.0
Rocket Resources: by Jonathan – 1.0
Rocket Témoignages: by Jonathan – 1.0
ShareASale WooCommerce Tracker: by ShareASale.com
Inc. – 1.4.6 – Installed version not tested with active version of WooCommerce 4.3.0

Transifex Stats: by Codepress (author)
WP Media (fork) – 1.1.1

User Switching: by John Blackbourn & contributors – 1.5.4
Username Changer: by Widgit Team – 3.2.2
WooCommerce Coupon Exclusions: by itthinx – 1.2.0 – Installed version not tested with active version of WooCommerce 4.3.0
WooCommerce Coupon Links: by Cedaro – 2.2.1 (Self updated version!) – Installed version not tested with active version of WooCommerce 4.3.0
WooCommerce EU VAT Number: by WooCommerce – 2.3.20 (update to version 2.3.25 is available) – Installed version not tested with active version of WooCommerce 4.3.0
WooCommerce PayPal Checkout Gateway: by WooCommerce – 1.6.20 (update to version 2.1.0 is available) – Installed version not tested with active version of WooCommerce 4.3.0
WooCommerce Stripe Gateway: by WooCommerce – 4.5.3
WooCommerce Google Analytics Integration: by WooCommerce – 1.4.22 – Installed version not tested with active version of WooCommerce 4.3.0
WooCommerce: by Automattic – 4.3.0 (update to version 4.7.0 is available)
Yoast SEO: by Team Yoast – 14.8
WP Crontrol: by John Blackbourn & crontributors – 1.8.5
WP Rocket: by WP Media – 3.7
WPML String Translation: by OnTheGoSystems – 3.0.11
WPML Translation Management: by OnTheGoSystems – 2.9.8

### Inactive Plugins (3) ###

Flying Scripts by WP Speed Matters: by Gijo Varghese – 1.1.7
Query Monitor: by John Blackbourn – 3.6.0
WooCommerce Helper: by WooCommerce – 1.7.2 – Installed version not tested with active version of WooCommerce 4.3.0 – Network enabled

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (21) ###

action-scheduler-queue-cleaner.php: by WP Media –
Action Scheduler High Volume: by Prospress Inc. – 1.1.0
App Classes: by Jason Rhodes –
Change the default upload dir for all websites of the network: by Jonathan Buttigieg –
Force subscriber role for new account: by Julio Potier –
Global Functions: by Jonathan Buttigieg –
Gravity Forms GDPR Compliance: by WP Media – 1.0
mu-plugin-autoloader.php: by  –
no-plugins.php: by Jonathan Buttigieg –
No Plugin Installation: by WP Media –
No Theme Deletion: by WP Media –
No Theme Installation: by WP Media –
No Theme Switch: by WP Media –
plugin-deletion.php: by WP Media –
referral-program-cache.php: by  –
rocket-ignore-parameters.php: by  –
WooCommerce Monies: by WP Media – 1.3.0
WP Custom Post Type: by GeekPress – 1.0
WP Filters Extras: by BeAPI – 1.0.1
WP Media Common: by WP Media – 1.0
WP Media Utilities: by WP Media – 1.0

### 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: ❌ Page not set
Cart: ❌ Page not set
Checkout: #13352 - /order/
My account: ❌ Page does not contain the shortcode.
Terms and conditions: #291706 - /terms/

### Theme ###

Name: WP Rocket
Version: 3.5.0
Author URL: 
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: ❌ Not declared

### Templates ###

Overrides: wp-rocket/woocommerce/checkout/cart-errors.php version 2.4.0 is out of date. The core version is 3.5.0
wp-rocket/woocommerce/checkout/form-billing.php version 2.1.2 is out of date. The core version is 3.6.0
wp-rocket/woocommerce/checkout/form-checkout.php version 2.3.0 is out of date. The core version is 3.5.0
wp-rocket/woocommerce/checkout/form-coupon.php version 2.2 is out of date. The core version is 3.4.4
wp-rocket/woocommerce/checkout/form-login.php version 2.0.0 is out of date. The core version is 3.8.0
wp-rocket/woocommerce/checkout/form-pay.php
wp-rocket/woocommerce/checkout/payment.php version 2.5.0 is out of date. The core version is 3.5.3
wp-rocket/woocommerce/checkout/review-order.php version 2.3.0 is out of date. The core version is 3.8.0
wp-rocket/woocommerce/checkout/thankyou.php version 2.2.0 is out of date. The core version is 3.7.0
wp-rocket/woocommerce/emails/customer-completed-order.php version 2.5.0 is out of date. The core version is 3.7.0
wp-rocket/woocommerce/emails/customer-new-account.php version 1.6.4 is out of date. The core version is 3.7.0
wp-rocket/woocommerce/emails/email-footer.php version 2.3.0 is out of date. The core version is 3.7.0
wp-rocket/woocommerce/emails/email-header.php version 2.4.0 is out of date. The core version is 4.0.0
wp-rocket/woocommerce/emails/email-styles.php version 2.3.0 is out of date. The core version is 4.0.0
wp-rocket/woocommerce/global/form-login.php version 2.1.0 is out of date. The core version is 3.6.0
wp-rocket/woocommerce/myaccount/my-account.php version 2.6.0 is out of date. The core version is 3.5.0
wp-rocket/woocommerce/notices/error.php version 1.6.4 is out of date. The core version is 3.9.0
wp-rocket/woocommerce/notices/notice.php version 1.6.4 is out of date. The core version is 3.9.0
wp-rocket/woocommerce/notices/success.php version 1.6.4 is out of date. The core version is 3.9.0

Outdated Templates: ❌
					
					
						Learn how to update

### Jilt ###

Plugin Version: 1.7.7
Jilt API Version: v2
Jilt API Authentication Method: OAuth
Jilt API Connected: ✔
Linked to Jilt: ✔
Enabled: ✔
WooCommerce API: ✔

### Action Scheduler ###

Complete: 137
Oldest: 2020-11-11 12:50:49 +0100
Newest: 2020-11-11 13:50:03 +0100

Failed: 2
Oldest: 2020-10-22 15:26:45 +0200
Newest: 2020-10-22 15:27:02 +0200

Pending: 71,058
Oldest: 2020-11-11 13:50:19 +0100
Newest: 2032-09-07 09:39:05 +0200

Thank you,

Plugin Support

Tseten a11n

(@tibetanitech)

3 years, 5 months ago

Thank you for the system status report. I see that there are many outdated plugins on your site including the WordPress version.

I am assuming the refund didn’t go through using the WooCommerce PayPal Checkout Payment Gateway plugin which is also outdated. We highly recommend taking a backup of your site and updating your plugins and WordPress to the latest version to avoid any conflict issues.

Once done, test if the refund works. Let us know how that goes and we are happy to help assist you further.

Joey – a11n

(@jricketts4)

3 years, 5 months ago

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘Can’t issue a refund for automatic-renewals from Order page’ is closed to new replies.