Cancelled order triggered a refund

Hey there, @dabesa! Thanks for contacting us. I’m happy to help you.

Just to confirm before we proceed with troubleshooting this, everything is okay with the money itself, right? The user was not charged and no money left your account, correct?

Now let’s troubleshoot to find out why this happened.

Can you please share the exact steps you took to cancel this order so we can try to replicate the issue on our end?

Furthermore, I’d like to understand your site properly. 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. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!

Hello @carolm29 ,

Yes, there was no money transaction.

1. Here the system report:
   https://gist.github.com/dabesa/24e04b1dd5361ddb268e9b0d908daf72
2. No fatal error for the day of the issue
3. I have the WooPayments debug file, but how can I share it privately?
4. Steps were:
   • Order was placed by the customer (authorized)
   • A website admin cancelled the order (changed status to Cancelled)
   • The order status went to Refunded

Thanks!

Hey, @dabesa!

Thanks for the information!

I tested on my website and indeed it did not shown as refunded.
Are you able to place a test order (with the same products as the other one) and follow the steps again to see if the same thing happens?
If it does, could you try with different products to check?

I have the WooPayments debug file, but how can I share it privately?

You can use something like https://quickforget.com/ or https://paste.mozilla.org/ and remove any sensitive information from it.
Just please make sure to set the timer on the link to enough time so we can check it before it expires ??

I see you have a few plugins that are outdated, as well as the WordPress version.

I don’t believe this has anything to do with the issue, since WooPayments is not outdated, but we recommend keeping everything updated. Regularly updating everything helps maintain your site’s security, performance, and compatibility while ensuring you benefit from the latest features and improvements.

Looking forward to your reply.

Have a wonderful day!