• Resolved joshlfcox

    (@joshlfcox)


    Hi,

    We processed a partial refund earlier within WooCommerce (via Stripe) but it seemed to have duplicated the process and rather than 50% of the order (1 product) being refunded as desired, the whole order was refunded (both products).

    I noticed in the debug log there’s this WP Error Object response around the same time the refund was being processed, but not sure what would have caused this.

    2023-04-05T11:30:11+00:00 DEBUG 
    ====Stripe Version: 7.2.0====
    ====Start Log====
    Error Response: WP_Error Object
    (
        [errors] => Array
            (
                [http_request_failed] => Array
                    (
                        [0] => cURL error 28: Resolving timed out after 10000 milliseconds
                    )
    
            )
    
        [error_data] => Array
            (
            )
    
        [additional_data:protected] => Array
            (
            )
    
    )
    
    ====End Log====
    

    What’s strange, is the first record of the refund was processed by a shop manager as expected and then straight away the second (duplicated) refund was marked as processed by myself (admin).

    Also, only one of the products had its stock levels put back.

    For reference, here’s the system status:

    `
    ### WordPress Environment ###
    
    WordPress address (URL): https://whitecoco.co.uk
    Site address (URL): https://whitecoco.co.uk
    WC Version: 7.5.1
    REST API Version: ? 7.5.1
    WC Blocks Version: ? 9.6.6
    Action Scheduler Version: ? 3.5.4
    Log Directory Writable: ?
    WP Version: 6.2
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ?
    Language: en_GB
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 8.0.27
    PHP Post Max Size: 256 MB
    PHP Time Limit: 300
    PHP Max Input Vars: 2500
    cURL Version: 7.86.0
    OpenSSL/1.1.1s-fips
    
    SUHOSIN Installed: –
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    Max Upload Size: 128 MB
    Default Timezone is UTC: ?
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    SoapClient: ?
    DOMDocument: ?
    GZip: ?
    Multibyte String: ?
    Remote Post: ?
    Remote Get: ?
    
    ### Database ###
    
    WC Database Version: 7.5.1
    WC Database Prefix: 40_
    Total Database Size: 654.01MB
    Database Data Size: 398.27MB
    Database Index Size: 255.74MB
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    `

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 15 total)
  • Hi,

    Thank you for sending the system report and reaching out.

    I understand a refund was duplicated, and it was ending up refunding the whole order rather than giving a partial refund. I understand there is a cURL error as well.

    Regarding the error, typically it is due to an issue on the server end. Alternatives to prevent this error are explained in this web article.

    If the issue persists after that, kindly provide us a screenshot of the order notes:

    Thanks.

    Thread Starter joshlfcox

    (@joshlfcox)

    Thanks for this @ihereira

    After speaking with our hosts, the software (php, cURL etc) are up to date.

    I would have thought 10s for a timeout would have been sufficient for a refund process, but I have temporarily upped this to 15s.

    I have also installed the core control plugin, so hopefully that gives more information, should this happen again.

    It does appear to be a one off, we’ve not experienced this before. One other thing that looks odd is the refund ID appears to have been duplicated, although two separate refunds are processed, is this normal? I would have though each refund would have its own ID?

    Thread Starter joshlfcox

    (@joshlfcox)

    *Sorry, just to be clear, didn’t install the Core Control plugin, but have installed the log HTTP Requests plugin which am told is similar.

    Hi,

    Thanks for responding.

    One other thing that looks odd is the refund ID appears to have been duplicated, although two separate refunds are processed, is this normal?

    That’s odd, for us to take a closer look, please provide a screenshot of the order notes, you can crop or redact any sensitive information before posting here.

    Also, you can switch the site theme to Storefront, and disable all plugins on your site except WooCommerce and Stripe, then you can process a refund on a test order to see if the issue persists.

    If not, it means that a conflict was affecting this behavior, and you can switch back the theme and then the other plugins one by one until you find the cause of the issue:

    https://woocommerce.com/document/how-to-test-for-conflicts/

    • This reply was modified 1 year, 7 months ago by Igor H.
    Thread Starter joshlfcox

    (@joshlfcox)

    Hi @ihereira,

    Here’s the screengrab of the order notes:

    https://snipboard.io/yIkHVs.jpg

    I will set up a staging environment and carry out a test refund tomorrow with the plugins (except Woo & Stripe) disabled and running Storefront and let you know how it goes.

    Thanks,

    Josh

    Roxy

    (@roxannestoltz)

    Hi Josh,

    That sounds like a plan!

    We’ll be here to further assist, should need be, once you have the results from the conflict test ??

    Cheers!

    Thread Starter joshlfcox

    (@joshlfcox)

    Hi @roxannestoltz,

    Thanks for that, so I’m certain it’s not a plugin or theme conflict. I tested in a staging environment with the plugins disabled (except WC & Stripe) and on storefront. Then again with the normal theme (a child of Storefront) and the plugins activated and both test refunds went through fine.

    I then tested a refund on the live site (as it is normally) and that worked fine too, screenshot below:

    https://snipboard.io/Fap6qf.jpg

    Further more, although in the website order notes there appears to be the two refunds (sharing the same transaction ID), in Stripe, it appears that only one refund has taken place (which is correct).

    Do we know what might have caused this duplication in the website order notes?

    Thanks,

    Josh

    Saif

    (@babylon1999)

    Hello @joshlfcox,

    Thank you for trying our suggestion.

    Seems like what you’re experiencing is part of this report: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/838

    At the time being, we don’t have an estimate for when a fix will be released, there’s a suggested Pull Request here, if approved you can find when will it be implemented (in which future update).

    Hope this answers your question!

    Thread Starter joshlfcox

    (@joshlfcox)

    Thanks for the info @babylon1999

    I appreciate a fix is in the pipeline, but is there anything temporarily we can do to prevent/stop this happening again in the meantime?

    Thanks

    Saif

    (@babylon1999)

    I appreciate a fix is in the pipeline, but is there anything temporarily we can do to prevent/stop this happening again in the meantime?

    As you mentioned, the refund value isn’t altered it’s just a duplicate note. ??

    I wasn’t able to reproduce the issue on my test site but have you tried refunding from Stripe’s dashboard instead?

    Payment page: https://dashboard.stripe.com/test/payments


    Link to image: https://d.pr/i/1tmA2j

    Look forward to hearing back from you.

    Thread Starter joshlfcox

    (@joshlfcox)

    We haven’t tried refunding through Stripe, but that is a possibility and I’m certain we can do that.

    The main issue is, as the initial intended refund was a partial refund but ended up being refunded completely, if/when, we can no longer refund the rest of the order from within WooCommerce as there is no more money or product to refund.

    But as you say, a fix is in the pipeline, and actually this appears to be a one off incident that we haven’t been able to reproduce since either.

    We’ll keep an eye on it.

    Thanks for the assistance.

    Hi @joshlfcox

    We totally understand you here and we know how frustrating this can be.

    I would suggest subscribing to the thread to keep posted for updates.

    Thanks!

    Hello,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

    Thanks.

    Julien

    (@juliendargaisse)

    I got this issue too. Not resolved.

    Hi @juliendargaisse

    I got this issue too. Not resolved.

    From what I understand, you’re also experiencing the issue of duplicated refunds with the WooCommerce Stripe Gateway. Great news – the latest version of WooCommerce Stripe Gateway has tackled this issue!

    Fix - Lookup existing refunds by refund ID when processing webhooks.

    I strongly suggest you update your WooCommerce Stripe Gateway to this latest version. If the issue persists after the update, I would kindly ask you to start a ?? new topic in our support forum. This is in line with our ?? forum’s best practices and allows us to focus on your specific issue. It also makes it easier for other users who might be facing the same problem to find and learn from the discussion.

    When you start your new topic, please share as much information as possible. For instance, a screenshot of what appears when you try to process a refund, your site’s System Status report, and any fatal error logs. This information will help us get a clearer picture of the issue and aid us in assisting you more effectively.

    You can use https://snipboard.io to share screenshots. Just follow the instructions on the page and paste the URL in your reply.

    Thank you for your understanding and cooperation. We look forward to assisting you further in the new topic.

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