Support » Plugin: WooCommerce Stripe Payment Gateway » Refund showing as processed twice

  • Resolved stylise

    (@stylise)


    When I issue a refund, it will show as having processed twice.

    e.g.

    Refund #1001 - September 10, 2021, 12:00 pm by admin
    Refunded via Stripe Dashboard	 	
    -$9.99
    
    Refund #1000 - September 10, 2021, 12:00 pm by admin
    -$9.99
    

    In actuality the refund only processed once, but it records it incorrectly. The system also emails the customer an incorrect refund amount due to the error. There’s no chance the refund button was clicked twice accidentally. This has been an issue for months.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support 3 Sons Development – a11n

    (@3sonsdevelopment)

    Hi @stylise,

    Does this happen when you initiate the refunds from the WooCommerce side or only when refunds are placed from the Stripe Dashboard?

    Thanks

    Thread Starter stylise

    (@stylise)

    Hi @3sonsdevelopment,

    This only happens when initiating a refund from the WooCommerce side.

    Plugin Support nathvi V. a11n

    (@nathvi)

    Hello @stylise

    Thanks for the confirmation.

    To dig more into this I will need a few more things:

    Please provide us with a copy of your site’s System Status Report. You can find it via WooCommerce > Status Select “Get system report” and then “Copy for support”. Place that here in a response.

    Check to see if you have Stripe logs enabled. To do so go to WooCommerce > Settings > Payments > Stripe and there will be a setting called Logging as seen here: https://d.pr/i/7wYP7j

    If this is already checked, then perfect! It would have recorded the information passed between Stripe and WooCommerce. From there go to WooCommerce > Status > Logs and check the logs for the date of the refunds that were duplicated. Search for the order #’s in the logs and post the results here.

    Thread Starter stylise

    (@stylise)

    Hi @nathvi

    Here’s the system report: https://pastebin.com/ZckUQFX8

    Unfortunately Stripes logs were not enabled during the event. I have them enabled now.

    Plugin Support lionel.a11n

    (@lioneldaniel)

    Hello @stylise,

    Thanks for that report and enabling logging! I have two next steps for you.

    First, can you try placing a test order and refunding it now that you have logging enabled? You can either use a real card on an inexpensive or test product (since you are refunding yourself) or use the ‘Test Mode’ and use a testing card number. You might want to place your site in Maintenance Mode or similar if using test mode so no customer orders are accidentally placed while testing.

    Once you’ve placed that test order and refunded it, see that the error still occurs and check the generated stripe log under WP Admin → WooCommerce → Status → Logs. You will see a dated ‘stripe’ entry in the dropdown, select it and click ‘View’. If you share logs here, scrub any customer information from the logs first to protect customer with privacy.

    Second, I think a test for conflicts would be a good idea as this kind of problem is usually caused by a conflict with your theme or with another plugin.
     
    The best way to determine this is to:

    • Temporarily switch your theme to Storefront (the parent theme, not your current child theme)
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

    We look forward to hearing back from you so we can continue helping you troubleshoot. Thanks!

    Thread Starter stylise

    (@stylise)

    Hi @lioneldaniel

    I just tried to refund a test order multiple times (all plugins enabled) and the error never triggered.

    I suppose next time I have to make a refund, I’ll have to enable logging every time until it happens again.

    Thanks!

    Plugin Support darcie – a11n

    (@darciemg)

    Hi @stylise,

    Thanks for the update! While I’m not hoping for you to need to refund anything, getting the logs would be helpful to try to solve this mystery.

    Keep us posted with any updates. 🙂

Viewing 7 replies - 1 through 7 (of 7 total)
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