Hello @photon1
We’d like to learn more about this. Furthermore, we would like to examine the plugin log files to gain more insight into this issue. Please note that log files are generated only if the “Logging” feature is activated in your plugin settings. To enable Logging:
- Go to the “Connection” tab in your plugin settings and activate “Logging.”
- Every transaction will now generate a log entry, which you can access by navigating to WooCommerce > Status > Logs.
- Select the most recent “woocommerce-paypal-payments” file corresponding to the date of the transaction in question.
It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions. In that situation, you’ll need to attempt to create another refund to generate new log entries.
Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.
If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.
Kind regards,
Krystian
