Refund order after a few days = refund is recorded under a new order ID

  • Resolved Peter M.

    (@inveress)


    2 years, 11 months ago

    We’ve recently had a new issue pop up — haven’t noticed it happen before but maybe we just haven’t hit the right conditions.

    We had a few refunds on orders recently (full order refunded) and in most cases these were processed same day the order was placed (before it had been marked as COMPLETE). In these cases, the refund was noted on the original order as usual and its status set to REFUNDED.

    However, there was one order that was refunded several days after it was placed, after it was fully processed to COMPLETE. We processed the refund and it shows up in our PayPal export report under a different order ID. It looks as though the site has created a ‘dummy’ order (it doesnt show up in the list of orders, so it’s apparently just done it to get a usable order ID number) and sent the refund to PayPal under that new order ID. Original order ID was 63142, while the new order ID is 63257.

    The time between the order and the refund (about a week), and the fact that the order had in the meantime been processed through to completion, is the only thing different about this order, as far as I can see.

    Is it normal for this to happen?

    Cheers, Peter.

Viewing 4 replies - 1 through 4 (of 4 total)
  • xue28 (woo-hc)

    (@xue28)

    2 years, 11 months ago

    Hi @inveress

    Thanks for reaching out!

    I understand that you’ve recently encountered an issue with refunds on orders, specifically when an order has been refunded after it was marked as Completed. I see that the refund was processed under a different order ID, which seems to have created a ‘dummy’ order in your system. I can imagine how this situation could be confusing and concerning, so let me help clarify things for you.

    Firstly, it is not normal for WooCommerce to create a ‘dummy’ order when processing a refund. Typically, the refund should be associated with the original order ID, regardless of whether the order was marked as Completedor not.

    This is a sample of a refunded order that has been marked as completed last December 2022.

    It seems that there are certain conditions or customizations in your WooCommerce setup that might be causing this issue.

    To better assist you, I would like to gather more information about your WooCommerce setup. Please provide the following details:

    1. A screenshot of the original order (ID 63142) and the ‘dummy’ order (ID 63257) from your WooCommerce Orders page. If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.
    2. Your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    Looking forward to hearing from you!

    xue28 (woo-hc)

    (@xue28)

    2 years, 10 months ago

    Hi @inveress

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new topic.

    Thanks!

    Thread Starter Peter M.

    (@inveress)

    2 years, 10 months ago

    Hi,

    My apologies for the late reply. Here is the screenshot of the original order:

    https://snipboard.io/VjBmla.jpg

    The dummy order is not an actual order (ie, it does not appear in the Orders list), the system just created and used that order ID for the refund.

    Here is the status report. Any suggestions would be greatly appreciated.

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    xue28 (woo-hc)

    (@xue28)

    2 years, 10 months ago

    Hi @inveress

    Thanks for sharing the requested information above.

    I understand that the dummy order ID is only being created when the refund process is being performed for orders that had been completed for some time and it is not available under the Orders list, correct?

    I can see on this screenshot that the purchase was made via Stripe, however, you mentioned in your original post that the issue lies with Paypal, yes?

    Hence, can you please provide us with a screenshot of the refunded order under WooCommerce as well as the newly created order ID that was generated and visible on your Paypal dashboard (or wherever you saw it) for us to check this further?

Viewing 4 replies - 1 through 4 (of 4 total)

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