WordPress Payments refund not returned to bank account
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Hi, due to an error during set up, WordPress Payments did not get linked to Stripe. Two purchases were made onsite using WordPress Payments before we realize the error, and got cancelled by WordPress Payments. Although it shows as returned to the payees account, the money never arrived back into the customers accounts. To check this, I did a purchase of $1.15, which again got cancelled by WordPress Payments and marked as refunded. This amount had also not been returned to my account. I received a Payment ID, etc but since 21/12/2021, no refund arrived.
Assistance will be greatly appreciated.
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Hi there,
I’ve marked this for the staff to look at. When somebody has a chance, they’ll reply.
Cheers,
Eric -
Hi, which site are you referring to exactly?
Did this happen on the Payments Block, or are you talking about WooCommerce Payments?Sometimes, when a refund is requested before the actual charge settles in, no refund is issued, but the original amount is removed from the statement. It sounds like this could be the case, but we can’t advise anything without more information.
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Hi, thanks for the quick reply. This will be the WooCommerce Payment plugin added to our site. The ‘buy button’ using WooCommerce Payment was available on the site and were used by two customers. We only realised that WooCommerce Payment was not set up correctly when the payments got cancelled and refunded by WooCommerce Payment. Both customers indicated that they did not receive a refund into their accounts. I then tested it with a $1.15 purchase which got cancelled and refunded. This also did not return to our account. Below is detail about the $1.15 trandaction – if it may help:
Payment ID: pi_3K8wBA2EnafiJrUT1tzHEYMP
Date
Dec 21, 2021, 1:26pm
I can supply a screen shot if needed.Many thanks for the assistance.
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Sorry, to double check, I had a look at our account and the $1.15 payment is not showing anymore (??). I will check with the bank to establish if this was a payment that registered, then not happened, thus got removed…or something in this line. I will get back to you with a day or two.
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Hi there,
It sounds like you are needing help with the WooCommerce plugin, but have landed on the support forum for WordPress.com sites instead.
We don’t offer WooCommerce on WordPress.com (unless you are upgraded to our WordPress.com Business Plan) so we’re not your best point of contact, but the good news is that help is available by contacting WooCommerce staff here:
https://woocommerce.com/my-account/create-a-ticket
The folks over there are familiar with your payments plugin and in the best position to assist. Hope this helps point you in the right direction!
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