Can’t refund an order with stripe

Hello @efbi,

Thank you for reaching out to WooCommerce.com Support!

To understand your site properly can you please share with us the necessary information below for us to investigate the issue further:

• System Status Report?which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs?(if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via?https://gist.github.com/?and send the link here.?

Can you please confirm the payment gateway used for the transaction, and share a screenshot of the order you are attempting to refund??
?
Once we have this additional detail we’ll be in a better position to advise further.?

Thanks!

Hi, here’s the log : https://gist.github.com/jeanrinvil/0a38ba98e13fec0ec058a99f12db1895
And I don’t have any fatal errors.

I use WooCommerce Stripe Gateway with credit card.

Here’s some pictures when I tried to refund :

https://ibb.co/WDzqqpV
https://ibb.co/CMR607C

Hey, @efbi!

Thanks for the screenshots and the report!

Please go to WooCommerce > Settings > Payments > Stripe > Settings > Advanced Settings > Enable Log error messages > Save the changes.

Then please try to refund the order again to trigger the error and generate error logs. (they will only show when the error occurs after enabling this).

You can find the logs under WooCommerce > Status > Logs, and you can use the selector to search for Stripe issues.
Also please look for Fatal errors there.
You can share your findings with us via github.

Looking forward to your reply.

Have a wonderful day!

Hello, still no fatal errors but here’s the logs of stripe after refund :

https://gist.github.com/jeanrinvil/f845b9ea4e0dd85df47e5bcd0b79bc8c

Thank you for reaching back, with further details on this @efbi .

When trying to reproduce this, on a test site of mine, everything worked as expected.

To clarify, did you go ahead with selecting refund via Stripe, or manually?

Also, could you please share a screenshot of how the Account details look on your end?

Below, I am attaching screenshots, for reference.

I hope this is helpful! We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

• This reply was modified 9 months, 2 weeks ago by anastas10s. Reason: typo

It’s not the first time I refund an order you know.. I use refund via Stripe as always
Here’s the screenshot : https://ibb.co/jMt4KPy

I don’t have other orders to refund, so I can’t tell if the issue is only for this one or not
I think I will refund on Stripe directly if we cannot find the issue.

Hey, @efbi!

Thanks for the clarification!

I think I will refund on Stripe directly if we cannot find the issue.

If you need this done urgently, that is an option. But we can keep investigating to find out what caused the issue.
I’ll share below the next troubleshooting steps, okay?

• If you can, please check if the issue occurs with having test mode enabled also, on your end.?Documentation on enabling it can be found linked here. While on test mode you can also run a test order and try to refund it to check if the issue happens with a different order.
• Revert to the previous version, 8.3.1 (which you can find here), and see if the issue persists, or otherwise, on your end. The?WP Rollback?plugin (linked here) might come in handy for reverting to the previous version.

Please let us know how it goes.

Looking forward to your reply.

Have a wonderful day!

I’m marking this topic as “resolved” due to recent inactivity. If more assistance is needed, feel free to post back here or?open a new topic.