Support » Plugin: WooCommerce Payments » WooCommerce auto refund not sending money back to paying account?

  • Resolved tthinton

    (@tthinton)


    Hi all,

    I’ve just found that when I automatically refund using the WooCommerce payments gateway via WC Payments plugin, it says that the refund is completed, however no money returns to the original account that bought the product. Why in the world could this be, and how do I fix it? This was a test purchase using my own card, the same card I have linked to Strip/WC Payments for deposits, and after five days post-refund, I’ve yet to receive that money back into my bank account.

    This is not acceptable. What gives?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support zdenys

    (@zdenys)

    Hi there @tthinton!

    After you process the refund from within Edit Order screen, the refund transaction should be listed in the Order notes.


    Link to image: https://d.pr/i/18JU7B

    Can you confirm that is the case for you? If no transaction is listed, then the refund likely wasn’t processed successfully indeed. So you may want to check logs for any errors and clues as to what may have happened. Logs can be found at WooCommerce > Status > Logs.

    Given that the information in the Order Notes and in the logs may be sensitive, feel free to reach out to us via email so we can assist you further there: https://woocommerce.com/my-account/create-a-ticket/ When submitting the ticket, 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”. 

    Lastly, one thing you can do to test WooCommerce Payments, including the refunds, is to follow this dedicated guide we have: https://docs.woocommerce.com/document/payments/testing/

    We are looking forward to hearing from you to assist you further. Thanks!

    Thread Starter tthinton

    (@tthinton)

    The information in the Order Notes is not sensitive.

    https://www.alkainstitute.com/wp-content/uploads/2021/01/troubleshooting-refunds.jpg

    The status report from WooCommerce → Status.

    
    
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    • This reply was modified 6 months, 3 weeks ago by tthinton.
    Plugin Support Mike Straw

    (@mikestraw)

    Hi @tthinton ,

    I do see that the refund is pending. You should be able to see the details on your site under Payments > Transactions. Click the refund transaction and there will be details of the status.

    If you have any specific questions about the refund, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Internal reference: p1609937614221500-slack-woo-forums

    Plugin Support Adam a11n

    (@adamkheckler)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 4 replies - 1 through 4 (of 4 total)
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