Refund Error

  • Resolved captaincrank

    (@captaincrank)


    3 months, 2 weeks ago

    Just issued a refund which had a longer than normal return reason due to the customer returning damaged goods. I’m assuming this refund error occurred because the plugin did not truncate the refund reason before passing it to Paypal? Please look into correcting this. The Paypal refund error is below for your review.

    2026-02-23T16:54:58+00:00 Error #2690 - Refund failed: [INVALID_REQUEST] Request is not well-formed, syntactically incorrect, or violates schema https://developer.paypal.com/docs/api/payments/v2/#error-INVALID_STRING_LENGTH

    Edit: In looking at our email logs, the refund reason wasn’t passed along to the customer either in the partial refund email WC sent.

Viewing 1 replies (of 1 total)
  • Plugin Support Syde Jamie

    (@jamieong)

    3 months, 2 weeks ago

    Hi @captaincrank ,

    Thank you for reaching out to us, we are here to help.

    We require further information to investigate the issue you reported. The plugin does not currently enforce a maximum length on the refund reason field.

    We would like to take a further look at the logs. If you have our plugin’s logging feature enabled, you can retrieve these logs from the path:
    Access the WooCommerce > Status > Logs section, and proceed to choose the most recent “woocommerce-paypal-payments” file associated with the date of the failed refund. Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

    Lastly, we also require your most recent system status report. Please follow these steps to share your system status report with us:

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    Alternatively, to speed up the whole process we suggest you to contact us directly for further assistance. 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.

    Best Regards,
    Jamie

Viewing 1 replies (of 1 total)

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