Refunds Failing to Process

  • wpdv

    (@wpdv)


    3 weeks, 1 day ago

    When we refund an order we get a ‘Refund request failed: 401 Unauthorized’ message. However, after the second attempt to issue a refund, it processes normally. This has happened every time we go to issue a refund for several of your latest releases. We’re using Version: 4.14.2

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

Viewing 1 replies (of 1 total)
  • Plugin Support WeeConnectPay Support

    (@weeconnectpay1)

    3 weeks, 1 day ago

    Hi wpdv,

    Thank you for the detailed report, and I’m sorry for the extra step this is
    putting you through on every refund.

    Two things right away. Retrying is safe: the failed attempt does not send a
    refund, so the second one is not a duplicate and your customer is not
    refunded twice. And this is not something you have misconfigured on your end.

    We already have a developer looking into it, and we will get a fix released
    as quickly as we can.

    To help us confirm exactly what is happening on your store, could you:

    1. Enable debug logging (WooCommerce > Settings > Payments > WeeConnectPay >
      “Debug log”)
    2. Reproduce it once: issue a refund, let the first attempt fail, then retry
    3. Send us the log at support@weeconnectpay.com, along with the approximate
      date and time of the failed attempt and your time zone

    The date and time matter as much as the log itself, since they let us line
    your case up against our own records.

    Thank you again for reporting it so precisely. The detail that it fails once
    and succeeds on the second attempt is genuinely useful to us.

    Best regards,
    WeeConnectPay

Viewing 1 replies (of 1 total)

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