Title: cant refund payment
Last modified: July 1, 2026

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# cant refund payment

 *  Resolved [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/)
 * I’m trying to refund a customer but I get an error message !!
 * There has been an error refunding the payment #pi_3ToNghghXKObRbBe1ZjtfffZF. 
   Please try again later.

Viewing 11 replies - 1 through 11 (of 11 total)

 *  Plugin Support [shahzeen(woo-hc)](https://wordpress.org/support/users/shahzeenfarooq/)
 * (@shahzeenfarooq)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953237)
 * Hi [@slservice33](https://wordpress.org/support/users/slservice33/)!
 * I understand you’re encountering an error while trying to process a refund.
 * To help narrow down the cause, could you please confirm whether you have sufficient
   available balance in your WooPayments account? If there isn’t enough available
   balance, the refund cannot be processed until funds are available. For more details
   you can use this guide: [https://woocommerce.com/document/woopayments/managing-money/#refunds](https://woocommerce.com/document/woopayments/managing-money/#refunds)
 * Additionally, could you please provide the following information?
    - The **Order Notes** for the order you’re trying to refund. In many cases, 
      the notes contain additional details explaining why the refund could not be
      processed.
    - Check **WooCommerce → Status → Logs** and see if there are any log entries
      related to this refund attempt. If you find any relevant logs or error messages,
      please share them with us.
 * Once we have this additional information, we’ll be happy to investigate further
   and assist you accordingly.
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953252)
 * yes there is sufficient balance. there is no order note I just get an error message
 * An error occurred while attempting to create the refund using the payment gateway
   API.
 * I turned on the log but I cant see anything related to refunds.
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953259)
 * when I click on refund in the order page it says “refund via PayPal” which is
   odd as the payment went through WooPayments.
 * but i’ve also tried refunding from the Payments > Transactions page and that 
   also fails with an error message.
 *  [Frank Remmy](https://wordpress.org/support/users/frankremmy/)
 * (@frankremmy)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953688)
 * Hi [@slservice33](https://wordpress.org/support/users/slservice33/),
 * Thanks for the details. The part that stands out is the order showing “Refund
   via PayPal” when the payment went through WooPayments. That’s a sign the order
   may be tagged with the wrong payment gateway internally, so WooCommerce is trying
   to refund it through PayPal’s system when the actual charge (and money) lives
   with WooPayments; a bit like trying to return an item at the wrong store’s counter
   with the right store’s receipt.
 * Could you check two things:
    1. On the order page, does it show a specific payment method label near the order
       status (e.g. “Paid via WooPayments” vs “Paid via PayPal”)? A quick screenshot
       of that area would help (please blur any customer details).
    2. In WooCommerce → Status → Logs, do you see any log files named with “woopayments,”“
       woocommerce-payments,” or “paypal”? If nothing shows up, try enabling WooPayments
       logging, attempt the refund again, then check immediately after. The log entry
       from that fresh attempt is what we need.
 * Once we can see whether the order is actually mistagged and what the log says
   at the moment of failure, we’ll know if this is a gateway mismatch on the order,
   an account/API issue, or a conflict with another payment plugin.
 * Let us know how that goes!
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953710)
 * the refund error you can view with link below:
   [https://drive.google.com/file/d/1aAr-1VkjYGBdjhsgtVCjscwkqC3d3MfM/view?usp=sharing](https://drive.google.com/file/d/1aAr-1VkjYGBdjhsgtVCjscwkqC3d3MfM/view?usp=sharing)
 * the paid by woopayments order note you can see below:
   [https://drive.google.com/file/d/1ZLxFs3LfqgVOr3O5jPRFs8N0lHYKM-9_/view?usp=sharing](https://drive.google.com/file/d/1ZLxFs3LfqgVOr3O5jPRFs8N0lHYKM-9_/view?usp=sharing)
 * there is stuff in the woopayments logs like below but nothing stands out to me.
   maybe timeout 70 ??
 * 
   `**2026-07-01T13:52:52+00:00** **Info** kkkkkk3506e5-0001 API REQUEST (kkkk4055e0):
   GET https://public-api.wordpress.com/wpcom/v2/sites/%s/wcpay/transactions?test_mode
   =0&page=1&pagesize=25&sort=date&direction=desc&limit=100&deposit_id=additional
   context-
 * `"WP_USER": "sjjjjjje33", "HTTP_REFERER": "https://www.kjhjgrvce.net/wp-admin/
   admin.php?page=wc-admin&path=paymentstransactions", "HTTP_USER_AGENT": "Mozilla/
   5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko)
   Chrome/147.0.0.0 Safari/537.36", "REQUEST_URI": "/wp-json/wc/v3/payments/transactions?
   page=1&pagesize=25&sort=date&direction=desc&deposit_id=&user_timezone=0100&_locale
   =user", "DOING_AJAX": "", "DOING_CRON": "", "WP_CLI": "", "WOOPAYMENTS_MODE":"
   prod", "request": { "url": "https://public-api.wordpress.com/wpcom/v2/sites/%
   s/wcpay/transactions?test_mode=0&page=1&pagesize=25&sort=date&direction=desc&
   limit=100&deposit_id=", "method": "GET", "headers": { "Content-Type": "application/
   json; charset=utf-8", "User-Agent": "WooCommerce Payments/10.9.0", "X-Request-
   Initiated": kkkkk13972.021981 }, "timeout": 70, "connect_timeout": 70, "blocking":
   true }, "0": [] }`
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18953713)
 * can I email stripe to get this refunded as it looks like its not possible through
   my website ??
 *  [Frank Remmy](https://wordpress.org/support/users/frankremmy/)
 * (@frankremmy)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18954011)
 * Hi [@slservice33](https://wordpress.org/support/users/slservice33/),
 * Thanks for the additional information. I’m sorry this is still giving you trouble,
   especially since you need to get the customer refunded. I understand why you’d
   want to get this sorted quickly.
 * > can I email stripe to get this refunded as it looks like its not possible through
   > my website ??
 * Since the payment was processed through WooPayments, I wouldn’t recommend contacting
   Stripe directly for the refund.
 * The log snippet you shared appears to be for loading the Payments → Transactions
   list. The `timeout: 70` value is the configured request timeout, not necessarily
   the error. What we still need is the log entry generated at the exact time the
   refund fails.
 * Could you please try this once more?
    - Make sure WooPayments logging is enabled: [https://share.zight.com/8LuOd9Xm](https://share.zight.com/8LuOd9Xm)
    - Try the refund again from Payments → Transactions.
    - Immediately after it fails, go to WooCommerce → Status → Logs.
    - Open the latest WooPayments log and look for an entry around the exact time
      of the refund attempt.
 * Please share the refund error from that log via [gist.github.com](http://gist.github.com),
   but remove any customer details, account IDs, full payment IDs, or other private
   information before posting.
 * Let us know how it goes. Looking forward to your findings!
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 2 days ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18954068)
 * Try the refund again from Payments → Transactions.
 * when i refund from Payments → Transactions there is **nothing** written in the
   log at all.
 * I just get the error message at the bottom of the screen – there has been an 
   error refunding the payment #pi_3ToNKKKKKKKKKRbBe1ZjtfffZF. Please try again 
   later.
 * I assume the something in the database is wrong so I cant refund from my website.
   I think **you are going to have to refund it from your end** and I need to look
   into finding a reliable way of taking card payments.
 * I’ve tried Woocommerce Stripe Gateway that was buggy, WooPayments clearly buggy
   also. Maybe PayPal Advanced Card Payments is more reliable ??
 *  [Frank Remmy](https://wordpress.org/support/users/frankremmy/)
 * (@frankremmy)
 * [2 weeks, 1 day ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18954119)
 * Hi [@slservice33](https://wordpress.org/support/users/slservice33/),
 * Thanks for the update. Sincere apologies once again.
 * At this point, please [open a support ticket](https://woocommerce.com/my-account/contact-support/)
   so our Happiness Engineers can review the account and transaction details privately:
 * When opening the ticket, please include the link to this forum thread, so the
   team can see what has already been checked. Once the ticket is submitted, the
   WooPayments team will be able to assist you further.
 * I hope that helps. Let us know if you need anything else.
    -  This reply was modified 2 weeks, 1 day ago by [Frank Remmy](https://wordpress.org/support/users/frankremmy/).
 *  Thread Starter [slservice33](https://wordpress.org/support/users/slservice33/)
 * (@slservice33)
 * [2 weeks, 1 day ago](https://wordpress.org/support/topic/cant-refund-payment/#post-18955131)
 * looks like I should have gone to [open a support ticket](https://woocommerce.com/my-account/contact-support/)
   immediately as they sorted it straight away.
 * problem was the payment got recorded in the database as a PayPal payment and 
   so the refund process would not work.
 * thanks for your help.
 *  [Frank Remmy](https://wordpress.org/support/users/frankremmy/)
 * (@frankremmy)
 * [2 weeks ago](https://wordpress.org/support/topic/cant-refund-payment/page/2/#post-18955209)
 * Hi [@slservice33](https://wordpress.org/support/users/slservice33/),
 * Thanks for the update, and I’m glad to hear the support team was able to sort
   that out quickly.
 * That explanation makes sense. If the payment was recorded in the database as 
   a PayPal payment, WooPayments would not have been able to process the refund 
   correctly from the site.
 * I appreciate you circling back to share what caused it. I’ll go ahead and mark
   this thread as resolved, but please don’t hesitate to reach out if you need anything
   else.
 * If you have a moment, we’d also really appreciate it if you could leave a review
   for WooPayments here: [https://wordpress.org/support/plugin/woocommerce-payments/reviews/](https://wordpress.org/support/plugin/woocommerce-payments/reviews/)

Viewing 11 replies - 1 through 11 (of 11 total)

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 * 17 replies
 * 3 participants
 * Last reply from: [Frank Remmy](https://wordpress.org/support/users/frankremmy/)
 * Last activity: [2 weeks ago](https://wordpress.org/support/topic/cant-refund-payment/page/2/#post-18955209)
 * Status: resolved