Woo Order Status not changing when refund is issued via Woo PayPal Gateway

  • Resolved ftahumour

    (@ftahumour)


    3 years, 1 month ago

    In short, I’m using the Woo PayPal gateway plugin to handle PP Payments, everything is setup and working as expected with one exception.

    When an order refund is issued within the Woo order page, I have the option to refund Manually, or refund via PayPal Gateway.

    When refunding via the PayPal gateway (single action to refund the Woo order and reverse the PayPal charge), the customer gets a refund email notification (from the website), as well as a PayPal email notification (from PayPal) of the refund amount, all the steps are being recorded under the order notes in the Woo order page. All looks well….. apart from the fact that the Woo order status remains unchanged (e.g. remains at “processing” stage).

    I find it difficult to believe that this is not a bug and that to complete the process a secondary manual action is required by the user? If I manually change the order status after the refund is actioned, then the customer receives a separate Refund email notification (in addition to the one already received previously).

    To me it sound like the “woocommerce_order_status_{current order status}_to_refunded” hook is not actioned, as mentioned previously on Github here: https://github.com/woocommerce/woocommerce/issues/20551

    Any pointers on how I may attempt to troubleshoot this?

    Hum

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Aashik P – a11n

    (@aashik)

    3 years, 1 month ago

    Hi there!

    The issue you’ve reported has been fixed a couple of versions back.

    For further troubleshooting:

    1. Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    2. Along with that, can you please share a screenshot of the order notes section for the order you refunded?

    If you don’t already have a screenshot service installed, you can try https://snipboard.io or http://skitch.com/.
    You can share the direct link to the image as a response to this topic.

    [Please redact any private details, including address, name, email address, transaction details, API Keys, Passwords, etc]

    Thread Starter ftahumour

    (@ftahumour)

    3 years, 1 month ago

    Hello,

    yes that’s what I thought, but I’m getting a different outcome in my case.

    In response to the requested, see below….

    1. >>>

    
### WordPress Environment ###

WordPress address (URL): https://www.gkauthentic.com
Site address (URL): https://www.gkauthentic.com
WC Version: 5.1.0
REST API Version: ✔ 5.1.0
WC Blocks Version: ✔ 4.4.3
Action Scheduler Version: ✔ 3.1.6
WC Admin Version: ✔ 2.0.2
Log Directory Writable: ✔
WP Version: 5.7
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: ✔
WP Cron: ✔
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.27
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.66.0
OpenSSL/1.1.1g-fips

SUHOSIN Installed: –
MySQL Version: 5.7.32-35-log
Max Upload Size: 256 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 5.1.0
WC Database Prefix: wp_
Total Database Size: 35.10MB
Database Data Size: 27.56MB
Database Index Size: 7.54MB
wp_woocommerce_sessions: Data: 2.02MB + Index: 0.08MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.28MB + Index: 0.23MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.13MB + Index: 0.14MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 0.11MB + Index: 0.11MB + Engine InnoDB
wp_cf_forms: Data: 0.45MB + Index: 0.02MB + Engine InnoDB
wp_cf_form_entries: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_cf_form_entry_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_cf_form_entry_values: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_cf_pro_messages: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cf_queue_failures: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cf_queue_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.09MB + Index: 0.09MB + Engine InnoDB
wp_failed_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_mailchimp_carts: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 4.06MB + Index: 0.13MB + Engine InnoDB
wp_postmeta: Data: 4.52MB + Index: 4.03MB + Engine InnoDB
wp_posts: Data: 1.45MB + Index: 0.30MB + Engine InnoDB
wp_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_css: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_revslider_css_bkp: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_revslider_layer_animations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_layer_animations_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_navigations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_navigations_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_sliders: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_revslider_sliders_bkp: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_revslider_slides: Data: 0.33MB + Index: 0.00MB + Engine InnoDB
wp_revslider_slides_bkp: Data: 0.33MB + Index: 0.00MB + Engine InnoDB
wp_revslider_static_slides: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_static_slides_bkp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 0.14MB + Index: 0.09MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wcpdf_invoice_number: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.05MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.11MB + Index: 0.19MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wdr_order_discounts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wdr_order_item_discounts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wdr_rules: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfconfig: Data: 0.52MB + Index: 0.00MB + Engine InnoDB
wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wffilemods: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
wp_wfhits: Data: 1.03MB + Index: 0.05MB + Engine InnoDB
wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfknownfilelist: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wflogins: Data: 0.14MB + Index: 0.03MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfstatus: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 1.44MB + Index: 0.45MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.06MB + Index: 0.08MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_meta: Data: 0.16MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 462
custom_css: 1
customize_changeset: 4
jetpack_migration: 2
jp_img_sitemap: 1
jp_sitemap: 1
jp_sitemap_master: 1
mc4wp-form: 1
nav_menu_item: 14
oembed_cache: 14
page: 16
post: 2
product: 55
product_variation: 645
revision: 15
shop_coupon: 8
shop_order: 68
shop_order_refund: 3
vc_settings_preset: 1

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (28) ###

Akismet Anti-Spam: by Automattic – 4.1.9
All-in-One WP Migration Unlimited Extension: by ServMask – 2.39
All-in-One WP Migration: by ServMask – 7.39
Caldera Forms: by Caldera Forms – 1.9.4
Cookiebot | GDPR/CCPA Compliant Cookie Consent and Control: by Cybot A/S – 3.9.0
Disable Right Click For WP: by Aftab Muni – 1.1.6
Easy Theme and Plugin Upgrades: by Chris Jean – 2.0.1
Envato Market: by Envato – 2.0.6
Google XML Sitemaps: by Auctollo – 4.1.1
WPBakery Page Builder: by Michael M - WPBakery.com – 6.5.0
Mailchimp for WooCommerce: by Mailchimp – 2.5.1
Slider Revolution: by ThemePunch – 6.4.5
Unyson: by ThemeFuse – 2.7.24
YellowPencil Pro: by WaspThemes – 7.4.0
Woo Discount Rules PRO 2.0: by Flycart – 2.3.4
Woo Discount Rules: by Flycart – 2.3.4
WooCommerce Free Shipping Bar Premium: by VillaTheme – 1.1.6.2
WooCommerce Amazon Pay: by WooCommerce – 1.13.1
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.1
WooCommerce Stripe Gateway: by WooCommerce – 5.0.0
WooCommerce Google Analytics Integration: by WooCommerce – 1.5.1
WooCommerce Multi Currency Premium: by VillaTheme – 2.1.11
WooCommerce PDF Invoices & Packing Slips: by Ewout Fernhout – 2.8.2
WooCommerce: by Automattic – 5.1.0
Wordfence Security: by Wordfence – 7.4.14
Yoast SEO: by Team Yoast – 16.0.2
WP Mail SMTP: by WPForms – 2.6.0
WP Rocket: by WP Media – 3.8.6

### Inactive Plugins (2) ###

Disable Real MIME Check: by Sergey Biryukov – 1.0
WP Crontrol: by John Blackbourn & crontributors – 1.10.0

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (£)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ✔

### WC Pages ###

Shop base: #2973 - /shop/
Basket: #2974 - /cart/
Checkout: #2742 - /checkout/
My account: #2743 - /my-account/
Terms and conditions: #6437 - /terms-and-conditions/

### Theme ###

Name: Jevelin Child
Version: (update to version 0 is available)
Author URL: http://shufflehound.com
Child Theme: ✔
Parent Theme Name: Jevelin
Parent Theme Version: 5.0.1
Parent Theme Author URL: https://shufflehound.com/
WooCommerce Support: ✔

### Templates ###

Archive Template: Your theme has a woocommerce.php file. You will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.
Overrides: jevelin/woocommerce/archive-product.php
jevelin/woocommerce/cart/cart-empty.php
jevelin/woocommerce/cart/cart.php
jevelin/woocommerce/checkout/form-checkout.php
jevelin/woocommerce/checkout/review-order.php
jevelin/woocommerce/checkout/thankyou.php
jevelin/woocommerce/content-product.php
jevelin/woocommerce/content-single-product.php
jevelin-child/woocommerce/emails/customer-completed-order.php
jevelin-child/woocommerce/emails/customer-invoice.php
jevelin-child/woocommerce/emails/customer-new-account.php
jevelin-child/woocommerce/emails/customer-processing-order.php
jevelin/woocommerce/loop/loop-end.php
jevelin/woocommerce/loop/loop-start.php
jevelin/woocommerce/loop/no-products-found.php
jevelin/woocommerce/loop/orderby.php
jevelin/woocommerce/loop/pagination.php
jevelin/woocommerce/loop/price.php
jevelin/woocommerce/loop/rating.php
jevelin/woocommerce/loop/result-count.php
jevelin/woocommerce/loop/sale-flash.php
jevelin/woocommerce/notices/error.php
jevelin/woocommerce/notices/notice.php
jevelin/woocommerce/notices/success.php
jevelin/woocommerce/product-searchform.php
jevelin/woocommerce/single-product/meta.php
jevelin/woocommerce/single-product/product-image.php
jevelin/woocommerce/single-product/product-thumbnails.php
jevelin/woocommerce/single-product/rating.php
jevelin/woocommerce/single-product/review.php
jevelin/woocommerce/single-product/sale-flash.php
jevelin/woocommerce/single-product/share.php
jevelin/woocommerce/single-product/short-description.php
jevelin/woocommerce/single-product/tabs/additional-information.php
jevelin/woocommerce/single-product/tabs/description.php
jevelin/woocommerce/single-product/tabs/tabs.php
jevelin/woocommerce/single-product/title.php

### Action Scheduler ###

Complete: 381
Oldest: 2021-02-16 21:58:07 +0000
Newest: 2021-03-18 11:47:05 +0000

Pending: 2
Oldest: -0001-11-29 23:58:45 -0001
Newest: 2021-03-24 18:27:50 +0000

### Status report information ###

Generated at: 2021-03-19 17:33:03 +00:00

    BR,
    Hum

    • This reply was modified 3 years, 1 month ago by ftahumour.
    • This reply was modified 3 years ago by Yui. Reason: some possibly sensitive data removed
    Plugin Support Aashik P – a11n

    (@aashik)

    3 years ago

    Hi there!

    Can I please request you to remove the screenshots as they expose some sensitive data?

    Regarding the behavior you’re seeing, there’s nothing obvious I see from the System Status Report that should be causing this:

    PayPal
    Link to image: https://d.pr/i/6kclXz

    —

    I further attempted to replicate this on my own test site, but could not:

    Test-site
    Link to image: https://d.pr/i/0T3sot

    —

    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
    • Disable all plugins except for WooCommerce
    • Attempt to refund a test order

    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.`

    Thread Starter ftahumour

    (@ftahumour)

    3 years ago

    Hello,

    I will try that and test to see.

    Sorry, not clear how to edit a posted message, those options do not seem available now.

    Plugin Support Aashik P – a11n

    (@aashik)

    3 years ago

    Sorry, not clear how to edit a posted message, those options do not seem available now.

    Looks like we cannot edit a post after 60 minutes https://wordpress.org/support/topic/how-to-modify-a-wordpress-forum-post/

    Plugin Support abwaita a11n

    (@abwaita)

    3 years ago

    Hi @ftahumour,

    We’re just following up on this to see if you were able to conduct the conflict test and if you found anything yet.

    Thanks.

    Thread Starter ftahumour

    (@ftahumour)

    3 years ago

    Hi @abwaita

    I’m afraid I have not had the time to troubleshoot this problem any further yet. I can only confirm that it was not a one off as the behaviour is consistent in my instance.

    What was interesting to see is that an email report/notification is sent to the customer when the refund is actioned, but when the order status is manually set to refunded, a second email report/notification is generated and sent to the customer.

    I will attempt to troubleshoot as soon as its possible to do so. It doesn’t help that the environment is live with no staging environment available to to the troubleshooting on.

    Plugin Support abwaita a11n

    (@abwaita)

    3 years ago

    Hi @ftahumour,

    Just checking if you were able to conflict test.

    I will attempt to troubleshoot as soon as its possible to do so. It doesn’t help that the environment is live with no staging environment available to to the troubleshooting on.

    It sounds like using a staging site would be a good idea. Your host might offer it as an option, but you can still create a staging site with the WP Staging plugin. Hopefully, you will be able to do the test.

    Let us know how it goes!

    MayKato

    (@maykato)

    2 years, 11 months ago

    Hi @ftahumour

    We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

    Thread Starter ftahumour

    (@ftahumour)

    2 years, 10 months ago

    @maykato @abwaita

    Thank you. Unfortunately I did not have the opportunity to troubleshoot this issue.

    For completeness, I can report that the problem appears to have resolved itself! The instance has gone through one WP Update + one Theme update in this time. Plugins have remained the same throughout.

    I have recently refunded 2 orders (exactly the same process and payment process applies) and in both cases the action completed the PP refund AND changed the order status to refunded AND issued the email to the customer.

    Plugin Support abwaita a11n

    (@abwaita)

    2 years, 10 months ago

    Great to hear that the issue has not recurred even after the updates to WP and your theme.

    However, feel free to create a new thread if the issue resurfaces or you have any other questions.

    Cheers!

Viewing 11 replies - 1 through 11 (of 11 total)
  • The topic ‘Woo Order Status not changing when refund is issued via Woo PayPal Gateway’ is closed to new replies.