Missing PayPal Refund Option

Resolved Celeste
(@celeste-9)

7 years, 1 month ago

Hello,

I am using the free PayPal payment gateway included in WooCommerce. I have entered the API credentials from my PayPal account and double checked that they are correct. IPN is enabled and I have entered the WooCommerce IPN url in my PayPal account.

When I click the “Refund” button in an order, I only have the option for a manual refund. The “Refund $0.00 via PayPal” does not appear. Here is a screenshot of what I see in the order screen:

View post on imgur.com

I have disabled all plugins except WooCommerce and switched to the Twenty Nineteen theme. Still no refund option.

I manage multiple websites, and entering the API credentials typically enables the PayPal refund option. However, on this specific website it is not enabled. Any advice on what might be causing this?

Thanks!

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

Viewing 6 replies - 1 through 6 (of 6 total)

Phillip C. a11n
(@phillipwoo)

7 years ago

Hi @celeste-9,

The first thing I would ask you to check is this document to see if it can help you narrow down where this issue might be coming from.

Next, I have a question that likely won’t answer anything but is one of those “Is it plugged in?” kind of questions.

Can you tell me what happens on the order screen you provided if you raise the quantity to match what was ordered? Many stores use this process and need to add the stock back into the store before they can process the refund.

Please let me know how this works for you.

Thanks!

Thread Starter Celeste
(@celeste-9)

7 years ago

Hi @phillipwoo, thanks for the reply! I increased the quantity as you recommended, and still do not have the “Refund via PayPal” button. See here:

View post on imgur.com

Is there supposed to be a link to the document you recommended?

Thanks again,
Celeste
Phillip C. a11n
(@phillipwoo)

7 years ago
Hi @celeste-9,

Can you tell me if you have all the settings in your PayPal gateway set? In our documentation, it says to enable Automatic Refunds you need to make sure you have your API credentials added to the payment gateway.

Please go to your site dashboard and navigate to:

WooCommerce → Settings → Payments tab → PayPal manage button

Scroll to the bottom of that page and ensure you have set and saved your API credentials for PayPal. If there is nothing here, it is likely why you cannot automatically refund orders at this time. Please add your credentials to this location and see if this changes things in your site.

A word of warning though, I’m not sure if adding the credentials will allow you to automatically refund orders that have already been placed in your store. If that is the case, I recommend you review our documentation on Refunds:

https://docs.woocommerce.com/document/woocommerce-refunds/

It goes over both manual and automatic refunds for WooCommerce. Please give these resources a look and get back to me on the results of your testing.

Thanks!
- This reply was modified 7 years ago by Phillip C. a11n.
Thread Starter Celeste
(@celeste-9)

7 years ago

Hi @ phillipwoo,

Yes I have the API credentials set up. I even created new credentials and ran a new test purchase prior to making the first post in this thread, just in case the old credentials were no longer working.

One thing to note is that on most of my WooCommerce sites, when new a PayPal transaction goes through, there is a message in the order notes saying “IPN payment complete.” However on this site there is no note saying the IPN payment is complete. I double checked that IPN notifications are turned on in the PayPal account. They are, and the notification URL is set to the WooCommerce url (https://oursite.com/?wc-api=WC_Gateway_Paypal). Payments are showing up in our PayPal account. Everything appears to be set up just like all my other WooCommerce sites, but this one is not allowing refunds.

Any additional insights you have would be helpful!
Celeste

Phillip C. a11n
(@phillipwoo)

7 years ago

Hi @celeste-9,

Please review our documentation at WooCommerce.com on debugging IPN issues here:

https://docs.woocommerce.com/document/paypal-standard/#section-21

You can also read more about this issue from PayPal’s side here:

https://www.paypal.com/us/smarthelp/article/how-do-i-troubleshoot-instant-payment-notification-(ipn)-ts2082

Please let me know if either of these pages helps out.

Thanks!

Thread Starter Celeste
(@celeste-9)

7 years ago

Hi @phillipwoo, I ran some more tests and tracked down the problem to an auto-complete function I had in my theme’s functions file. I was using this function in the WooCommerce docs:

https://docs.woocommerce.com/document/automatically-complete-orders/

Once I deleted it, the IPN began working correctly and the refund button now shows up. Oddly enough, my virtual orders are now auto-completing without the function!

I appreciate all of your help. 🙂

Viewing 6 replies - 1 through 6 (of 6 total)

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