Hey there, @jasmine1986! Thanks for contacting us. I’m happy to help you.
Can you please confirm which payment gateway was used to purchase the item?
Are you refunding it manually or via the payment gateway?
Are you refunding by setting a product quantity to be refunded or a value?
If you haven’t yet, can you try refunding the other way? For example, if you were trying to set the product quantity, try setting the product value to see if it goes.
Do you mind sharing a screenshot of the order page with the error? Please remove any sensitive information from it before posting.
I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.
Looking forward to your reply.
Have a wonderful day!
Hello carlom29, the customer used “Twint” as payment method and we’re tryng to refund it automatically, via the payment gateway.
When I click on “Refund”, I must select the quantities of each product and the, automatically, Woocommerce set the price. I tried also setting the product value ma the error remains.
Here you can see the screenshot of the error https://snipboard.io/qjsU8R.jpg
I’m trying to capture the screen of the entire order but it’s too long.
In other occasion we didn’t have any issue refunding an order with Twint.
Thank you for your support!
Hi there @jasmine1986,
Thanks for reaching out with further details on this. Just curious, have you tried reaching out to the payment plugin support team for further assistance? If not, I recommend reaching out to them for further assistance on the issue.
Hi ckadenge, thanks for your reply.
No I have not tried to contact them as we have never had any problems before with Twint’s refund. So do you think it’s a problem due to that?
It’s strange because it seems like Woocommerce doesn’t recognize the amount of the product purchased in two quantities. Trying to refund an amount equal to 0, there were no problems via the payment method, so I don’t think it depends on Twint.
Hi @jasmine1986,
Since the refund is being handled via the payment gateway, contacting the plugin developers about this is best.
I understand you haven’t had problems with this before, but things get updated and maybe Twint’s not fully compatible with the latest changes in WooCommerce yet. They should look into this.
Please keep us posted!
-OP
Hi Omarfgp,
okay, I will try to contact the plugin developers to see if the issue is on their end; if not, I will open a new topic. Thank you all for the valuable support.