Refund/Partial Refund Not Working

  • Resolved drewblu

    (@drewblu)


    1 year, 5 months ago

    Hi, have just gone to do a Partial Refund to a Customer, you enter in the amount in the “Refund Amount” Box as soon as you click in “Reason for Refund” Box or Click on the “Refund $??? Manually” or “Refund $??? via Afterpay” button the “Refund Amount” Box empties and you can’t process the Partial Refund.

    I am trying to process the Partial Refund using Afterpay but that Button completely disappears, I thought the Afterpay plugin may have been the issue but the empty box problem happens for any payment method.

    Has anyone else had this issue? It has worked completely fine in the past.

Viewing 1 replies (of 1 total)

  • Hi @drewblu

    Thanks for reaching out!

    I understand that you’re unable to process a partial refund on your site and this is happening to all payment gateways you try.

    It looks like a third-party plugin or your theme might be causing the conflict here.

    For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create a test order using Cash on Delivery and try to refund it afterwards and see if this works?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

    You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    If you could also provide the 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.

    Let us know how it goes!

Viewing 1 replies (of 1 total)
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