Title: Refund Error
Last modified: February 23, 2026

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# Refund Error

 *  Resolved [captaincrank](https://wordpress.org/support/users/captaincrank/)
 * (@captaincrank)
 * [3 months, 2 weeks ago](https://wordpress.org/support/topic/refund-error-7/)
 * 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.
 *     ```wp-block-code
       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](https://wordpress.org/support/users/jamieong/)
 * (@jamieong)
 * [3 months, 2 weeks ago](https://wordpress.org/support/topic/refund-error-7/#post-18831571)
 * Hi [@captaincrank](https://wordpress.org/support/users/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](http://privatebin.syde.com/). 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](http://privatebin.syde.com/).
    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](https://paypal.inpsyde.com/docs/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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   3234615)
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 * 1 reply
 * 2 participants
 * Last reply from: [Syde Jamie](https://wordpress.org/support/users/jamieong/)
 * Last activity: [3 months, 2 weeks ago](https://wordpress.org/support/topic/refund-error-7/#post-18831571)
 * Status: resolved