Support » Plugin: WooCommerce Payments » Failed Payment, but customer charged

  • Resolved absyedj

    (@absyedj)


    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)?

    Note:
    I reached out to the plugin support team on WordPress forums and was asked to update my plugins and WP which I did and this did not resolve the issue. You may find the thread here:https://wordpress.org/support/topic/failed-payment-but-customer-charged/#post-15571258

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  • Plugin Support Adam a11n

    (@adamkheckler)

    What do I need to do to ensure she is refunded the amount?

    Nothing. 🙂 Because the order failed, the charge will appear on the customer’s statement only temporarily, but it will eventually disappear, and they will have not paid you any money.

    Let us know if there’s anything else we can help with!

    Thread Starter absyedj

    (@absyedj)

    Perfect, that worked
    Thanks!

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