Refunded transactions are not synchronized

Hi there, @gabygaby,

Thanks for the thorough explanation of the problem and for running more tests on a different site – that is so helpful!

From what you said and tested, it looks like there may be something else installed on site B that’s causing problems. Let’s go through the following troubleshooting steps to check for that:

• Provide a screenshot of CRM Settings → System Status (please redact any sensitive data before sharing it here on a public forum). You can create screenshots using something like Snipboard or Imgur and post the link here.
• Verify that all plugins are fully updated to the latest versions
• Temporarily deactivate all plugins except Jetpack CRM and WooCommerce to see if there’s a plugin conflict. If the issue is resolved with all other plugins deactivated, you can reactivate plugins one by one to discover which plugin is causing the problem.
• Check the PHP error logs on your web host server for any relevant errors. If you’re not sure how to check those logs, your web host can help you with that.
• Check for JavaScript errors. If you’re not sure how to do that, you can follow this guide: https://www.ads-software.com/support/article/using-your-browser-to-diagnose-javascript-errors/#step-3-diagnosis

Hope that’s all clear! Let me know what you find out ??

Hello

I have deactive all plugin execpt Jetpack crm and woocommerce. I have update all extensions and wordpress. No Javascript error.

I have some PHP error, like this :

[Tue Feb 07 19:01:40 2023] [error] [client XXX.XXX.XXX.XXX] ModSecurity: Access denied with code 403 (phase 2). Operator EQ matched 0 at REQUEST_HEADERS. [file "/XXX/apache2/conf/modsecurity/base_rules/modsecurity_crs_21_protocol_anomalies.conf"] [line "65"] [id "960009"] [rev "2.1.1"] [msg "Request Missing a User Agent Header"] [severity "NOTICE"] [tag "PROTOCOL_VIOLATION/MISSING_HEADER_UA"] [tag "WASCTC/WASC-21"] [tag "OWASP_TOP_10/A7"] [tag "PCI/6.5.10"] [hostname "XXXX"] [uri "/"] [unique_id "XXXX"]

[Thu Feb 09 02:37:24 2023] [error] [client XXX.XX1.1X.XX7] ModSecurity: Warning. Operator LT matched 20 at TX:inbound_anomaly_score. [file "/XXX/apache2/conf/modsecurity/base_rules/modsecurity_crs_60_correlation.conf"] [line "32"] [msg "Inbound Anomaly Score (Total Inbound Score: 4, SQLi=, XSS=): Multiple URL Encoding Detected"] [hostname "XXX.XXX.XX"] [uri "/index.php"] [unique_id "Y@XXX"]

I think site A and site B must be at least on the same server ? I will test if it’s better and I come back.

Thank you

Gaby

Hi @gabygaby ,

Yes, please let us know what you find out in your testing.

In regards to your PHP messages, that’s about ModSecurity, which is security software many web hosts install on their servers.

It’s outside of our scope of support to troubleshoot these, so you may want to contact your host.

That said, I did look up the messages, and these seems to be the basic meanings/fixes:

ModSecurity is enabled: Access denied with code 403 : Strict access rules in ModSecurity which will block certain functions of site.

modsecurity-inbound-anomaly-score : comes up when you access your site via IP address rather than DNS (domain name).

So it’s possible ModSecurity is affecting your experience, so I’d definitely reach out to your host for help.

Best,

Cena

Hello

I don’t understand, I installed all website on same server. No javascript error. No php error. I buy a product with an existing wp client. And still no negatives transactions (refunded) appear from external website.

Thank you

Gaby

• This reply was modified 1 year, 9 months ago by gabygaby.

Synchro from internal woocommerce is ok : I have the negative transaction

https://snipboard.io/D2zIod.jpg

Synchro from external woocommerce : impossible to find the negative transaction (order status and others infos are correct):

https://snipboard.io/qAmFJK.jpg

Sync report : https://snipboard.io/sncAtC.jpg

In jetpack, I find this transaction : https://snipboard.io/RHX5y6.jpg

But I don’t find the negative transaction for the refund :

in transaction for example : https://snipboard.io/RgAUEw.jpg

in contact detail itoo : https://snipboard.io/is8PGv.jpg

What I’m doing wrong ?

Thank you

Gaby

Hi @gabygaby ,

I just went through and tested this flow (and updated the docs! :)) and I can’t seem to duplicate this issue.

And I just realized something obvious – are you using the API Connector extension to do this? If you’re using the API Connector, please contact us at [email protected], as we’re not allowed to provide support for paid extensions in the forums.

If you’re using something else, please let us know. The documentation for connecting multiple WooCommerce stores assume use of the API Connector extension.

Best,

Cena

Not to hijack the thread but I’d like to add that I did a partial refund and on an install where both woo and the crm are on the same installation everything seemed to work well except the partial refund amount showed uo as an unassigned invoice entry. But the original invoice did update to show the refunded amount.

Hi @midipedalboards ,

except the partial refund amount showed uo as an unassigned invoice entry. But the original invoice did update to show the refunded amount.

So you’re confirming you can’t confirm @gabygaby ‘s issue with refunds not syncing? ??

For the partial refund issue (if it’s an issue) would you mind opening a new thread?

Best,

Cena

@cena

The OP never mentioned if the issue they experienced was a full or partial refund. So I ADDED to the conversation what I observed during a partial refund since partial refunds are handled much differently in woo.

So I’m not confirming anything or asking for support for myself at all. My comment is easily passed over if found irrelevant.

Hey @midipedalboards

The OP never mentioned if the issue they experienced was a full or partial refund. So I ADDED to the conversation what I observed during a partial refund since partial refunds are handled much differently in woo.

I see now! At this stage of the investigation, the nature of the refund seems to be not much relevant, but it’s surely something we might take into consideration as we progress with the issue.

Thanks for mentioning it!

Hello

Thank you Céna, Scott and Stef for answsers.

On my website ecommerce : I have woocommerce.

On my CRM website I have Woocommerce and JetpackCRM. I’m talking about partial and integral refund from website ecommerce to CRM website : I don’t see negative transactions. Statut are correct : I see refund statut in the transaction, but I don’t see negative transaction.

In JetpackCRM (version 5.5.3) I use only in the core modules : PDF, WooSync and Transactions. I test with and without API connector : no difference.

I just went through and tested this flow (and updated the docs! :)) and I can’t seem to duplicate this issue.> So, it’s probably about my configuration. I will test to deactivate all other plugin (wpml, ..) and I come back.

Best

Gaby

Hello @gabygaby,

Thanks for further testing it on your end! We’re curious to know what you find out.

If the problem persists, we’ll be happy to keep investigating it.

Speak soon!

Hello

Same :/ I don’t know what I’m doing wrong.

I have two website :

• Ecommerce website with wp (6.1.1) and only Woocommerce (7.1.0). Theme twentytwo.
• CRM website : wp (6.1.1) woocommerce (7.1.0), jetpack CRM (>5.2), and twentytwo theme. Core modules : transaction, PDF, and woo sync

Ecommerce order with refund : https://snipboard.io/hsZ2fJ.jpg

CRM transaction from this order #12265 : https://snipboard.io/VI6nwH.jpg

Impossible to find the next transaction, #12 266 which would be -1000€ : https://snipboard.io/6iMPC9.jpg . Neither from my jetpackCRM profil : https://snipboard.io/vOErJR.jpg

So … I don’t know. Maybe about my import, or about duplicate ? or not ! :

I did the ecommerce website (ecommerce-blabla-com for example) by importing a lot of data from prestashop. (The new website works well !:).

After that I duplicate database and file from ecommerce-blabla com, I rename to crm-blabla-com. So, now I have ecommerce and CRM, they are the same.

I installed Jetpack CRM on crm-blabla-com. So CRM has two connections : self (woocommerce in CRM) and ecommerce website, with same order, same customers.

I had some order and refund from ecommerce : order are synchronised to transactions, but not refund.

Order and refund from CRM are well synchronised to transactions.

Or perhaps it is related to @midipedalboards “everything seemed to work well except the partial refund amount showed as an unassigned invoice entry” ?

Best,

Gaby

• This reply was modified 1 year, 9 months ago by gabygaby.
• This reply was modified 1 year, 9 months ago by gabygaby.
• This reply was modified 1 year, 9 months ago by gabygaby.
• This reply was modified 1 year, 9 months ago by gabygaby.

Hi there, @gabygaby,

First off, massive apologies for the very late reply!

We tried again to replicate the problem with no success, but given the new details you shared, I wonder if something went wrong database-wise when exporting data from Prestashop.

Would it be possible for you to ask your host or webmaster to verify if they spot any corrupted files in the database?

Hi @gabygaby,

It has been more than two weeks since we have heard from you, so I’m marking this topic as resolved.

But if you have any further questions or need some more help, you’re welcome to reply here or open another thread.