Can I please get a response on this? It is an urgent issue.
@niklasinpsyde
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This reply was modified 4 years, 4 months ago by
ronanwni.
Hello @ronanwni
we are currently very busy with the support so we really try to answer everybody as soon as we can (so does @niklasinpsyde ). However, looking at this issue I would guess that this is caused by plugin conflict; the first refund is done by the merchant themselves, but the 2nd refund is done by some sort of automation (WebsiteNI=network integration?) that could come from a 3rd party plugin. We have not encountered this before, so this is why we need more details from your end.
If you want us to take a closer look I am sure we will require your system report and plugin logs to give you a proper response. You can copy the logfiles from here:
– WooCommerce > Status > Get system report > Copy for support
– WooCommerce > Status > Logs > select “woocommerce-paypal-payments-integration-\[…\]” in the dropdown and click on view.
If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well)
In order to get the error logs from our plugin, you will need to enable “logging” on our plugin’s settings. You can enable logging here: WooCommerce > Settings > Payments > PayPal > “Logging”.
Pending your response.
Kind regards,
Joost
Thanks for your response. I have now opened a ticket through your website.
Hello @ronanwni
one other thing you might want to check is the status of the webhooks. The best thing would be to resubscribe and simulate webhooks in the tab that can be found next to the Card Processing tab in the plugin settings.
We believe we have seen more similar reports, but almost everyone told us that it was only refunded once in PayPal, despite being refunded twice in the WooCommerce order. These were believe to be webhook related.
Let us know if that is helpful.
Kind regards,
Joost
Thanks for the reply @joostvandevijver
I have done that now, I received the message:
“The webhook was received successfully.”
Are we now to wait then to see if the issue happens again / to see if that sorted the issue?
Hello @ronanwni
yes, correct. Please keep an eye on this and provide the logs if you encounter any new failures. If you want, you can also try to recreate this on a staging site, but that will take some time to set up (staging site and sandbox accounts). However, if you can recreate it, it would be easier for us to take it over and work towards a fix for it.
Kind regards,
Joost
