Automatic refund button disappeared

Resolved tatof
(@tatof)

11 months, 2 weeks ago

Hello,

When a customer wants a refund we could do it automaticly with stripe -> refund -> automatic refund with iDeal.

This buttons disappeared?! How to get it back? is it a new function / option in stripe?

Viewing 15 replies - 1 through 15 (of 17 total)

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Plugin Support shahzeen(woo-hc)
(@shahzeenfarooq)

11 months, 2 weeks ago
Hi there!

To assist you further, could you please confirm if you are checking the refund button on the Stripe dashboard? If yes, I would suggest contacting Stripe support directly here, as the Stripe dashboard is not controlled by us.

However, for refunding orders via WooCommerce, you can follow these steps:
1. Log in to your WordPress dashboard.
2. Go to WooCommerce > Orders and find the order you want to refund.
3. Click on the order to open its details.
4. Scroll down to the Order items section. Just above or below it, you should see a Refund button.
5. Click the Refund button.
6. Enter the amount you want to refund.
7. Click Refund via Stripe to process the refund.
Let me know if you need any further help!
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago
Hello

Refund button does work only “Refund via Stripe” does not exist.
Normaly there were two choices:
- Refund via Stripe
- Refund manualy
Now only Refund Manualy is visible and I have to refund everything in WooCommerce & Stripe manualy. I would like the “automaticly” refund via stripe button back.

Here is a video about the problem, you see only one blue refund button, there were two buttons: https://devtof.nl/stripe-bug.mp4
- This reply was modified 11 months, 2 weeks ago by tatof.
Plugin Support LovingBro (woo-hc)
(@lovingbro)

11 months, 2 weeks ago
Hi @tatof,

Thanks for sharing the video, I’ve had a look, and I can see that the “Refund via Stripe” button is missing from the WooCommerce order screen, which normally allows you to process automatic refunds directly through Stripe.

This usually happens when WooCommerce is unable to link the order to a Stripe charge. Here are a few things to check that could explain this:
1. Order Status Make sure the order is marked as “Processing” or “Completed”, as refunds can’t be issued for orders still in “Pending payment” or “On hold” status.
2. Stripe Gateway Connection Go to WooCommerce → Settings → Payments → Stripe → Manage, and make sure your Stripe account is properly connected. The Payment and Payout sections should show as “Enabled”, and there shouldn’t be any reconnect warnings.
3. Order Meta (Charge ID) The order must contain a valid Stripe charge ID (_stripe_charge_id). If this is missing or wasn’t saved correctly, WooCommerce won’t know which transaction to refund.
4. Stripe Account Balance Check your Stripe account to confirm there’s enough available balance to cover the refund. If not, the refund option may not be available.
5. Plugin Conflict or Caching Temporarily deactivate other plugins (especially anything related to payments or orders), then refresh the order page to see if the button appears. Conflicts or caching layers may prevent the button from loading properly.
6. Software Updates Confirm that your WooCommerce, Stripe Gateway plugin, and WordPress core are all up to date. The current Stripe plugin version is 9.5.1.
Let me know if you’ve checked those points, and I’d be happy to help investigate further. If possible, please also let us know if this is happening for all Stripe orders or just a few. Also, you should share your system status report with us using https://pastebin.com or https://quickforget.com

Looking forward to your update!
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago
Hey @lovingbro

The bug is created by the last plugin update. I’ve read on Stripe forums that a rollback to 9.4 would help, where can I rollback the plugin?

Awnsers to your list:
1. Order Status
  The order is status complete
2. Stripe Gateway Connection
  Stripe is connected, we receive payments
3. Order Meta (Charge ID)
  The “_stripe_charge_id” is set correctly with a unique py_ number
4. Stripe Account Balance
  Balance is more then enough 9k+
5. Plugin Conflict or Caching
  Allready tried this and there is no caching on the backend
6. Software Updates
  All plugins, wordpress and server data is up-to-date
This happens to all current en past orders that used stripe sinds the plugin 9.5.* update.
This bug also exists on an other webshop of mine.

Here is a status report: https://pastebin.com/UPnyMB1r
Moses M. (woo-hc)
(@mosesmedh)

11 months, 2 weeks ago
Hi @tatof,

Thanks for getting back to us. To roll back your plugin version, you can use the WP Rollback plugin – it lets you easily revert any plugin or theme from WordPress.org to a previous version.

Alternatively, you can manually download an older version by visiting https://wordpress.org/plugins/woocommerce-gateway-stripe/. On the right-hand side, click “Advanced View”, scroll to the bottom of the page, select the version you need, and click Download to install it manually.

Thank you so much for staying engaged as we work through this together—I know how stressful it can be dealing with persistent issues on your site.

You mentioned earlier that you saw a thread where this was reported as a known issue—when you have a moment, could you kindly share the link to that post? It’ll help us better understand the context and align with any ongoing discussions.

Also, I’d really appreciate it if you could walk me through how you carried out the conflict test. Which plugins did you deactivate, and did you also try switching to a default theme like Storefront or Twenty Twenty-Four? A quick summary of the steps you took would be incredibly helpful as we continue troubleshooting this with you.
- This reply was modified 11 months, 2 weeks ago by Moses M. (woo-hc).
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago

Hey,

Ah! Advanced View 🙂 thats what i need.

Can’t find the forum post now, will get back to you. But saw a lot of information about a buggy release of the plugin with the same problems. (I also needed to reconnect Stripe last update)

To make a complete conflict test I need to create a develope/test copy because the website is live and pushing +200 orders a day. I was hoping you guy’s have the same problem so I can fix it without the hassle of creating a test website. (database is huge etc)

For now I will use the rollback and see if that fixes the issue. (i think it will) Will post info about this tomorrow.

Devtools Console is also empty, no errors. Chrome / Brave / Edge / Firefox all the same bug.
Also the Stripe events and logs look fine and

Moses M. (woo-hc)
(@mosesmedh)

11 months, 2 weeks ago

Hi @tatof,

Thank you for providing more details, and I completely understand your hesitation about running conflict tests on a live site given the high volume of orders you handle daily.

Before we move forward with any further troubleshooting, could you please confirm if the button returns when you revert back to version 9.4.1? Knowing whether it does or doesn’t will help us determine the next steps and focus our investigation accordingly.

We recognize how frustrating this situation must be after updating your plugin, and we sincerely apologize for the inconvenience it has caused.
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago
Hey Moses,

No luck ☹️ this morning I tried (on the live version):
1. Downgrading to 9.4.1
2. Reconnection Stripe and resetting webhooks
3. Placed new test order
4. Cleared cache
5. Tried refund option in test order (no luck)
I also tried:
- Disabling WP rocket caching
- Changing to twentytwenty theme
- Disabling plugins that could be a problem
- Searching for Stripe settings that can effect “refund by iDEAL”
I could not find any WooCommerce / API settings in my Stripe.com account. Is that correct? I suspect the problem could be a setting in Stripe admin panel. All the settings in woocommerce->payments->stripe are correct.

I’m almost certain that its a plugin bug. Because we also have a German webshop with exactly the same plugins & code base but the only difference is that that shop has an other payment provider. “pay.nl”

https://www.productlicenties.nl [stripe]
https://www.produktlizenzen.de [pay.nl]

Here you can see that the automatic refund button still exists on the German site + pay.nl plugin:
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago

Hey,

Got new information! It looks like its a iDEAL problem.

When I make a test order with Credit Card it is possible to refund it through stripe.
When I make a test order with iDEAL it is not possible to refund it through stripe.

Video: https://devtof.nl/stripe-bug2.mp4
Jonayed (woo-hc)
(@jonayedhosen)

11 months, 2 weeks ago
Hi @tatof ,

Thanks so much for reaching out!

It sounds like when you place a test order using a credit card, the “Refund via Stripe” button shows up just fine but when you try the same with iDEAL, there’s no Refund via iDEAL option available. I can see how that would be confusing, especially if you’re expecting a consistent refund experience across payment methods.

I ran a quick test on my own setup using iDEAL, and the refund button showed up just as expected—so it doesn’t look like this is a bug. That said, it’s possible that something on your site—like a plugin, your theme, or some custom code—is interfering with how the button is displayed.

When issues like this come up, a conflict test is a great next step. This helps rule out whether something else on your site is causing the problem. Here’s a quick guide on how to do that:
https://woocommerce.com/document/how-to-test-for-conflicts/

If running a test on your live site isn’t ideal (understandable!), you can safely set up a staging site using this plugin: https://wordpress.org/plugins/wp-staging/

If the issue still shows up even after testing,

It would also be super helpful if you could share your System Status Report. To grab that:
1. Head to WooCommerce > Status in your dashboard.
2. Click Get system report and then Copy for support.
If there are any fatal error logs showing up, please send those over too. You can find them under WooCommerce > Status > Logs.

Once you’ve gathered that info, feel free to paste it into a code block here or upload it to pastebin.com and send us the link. That’ll help us dig deeper and get you a clearer answer.

Looking forward to your reply!
Thread Starter tatof
(@tatof)

11 months, 2 weeks ago
Please dont mark this post as resolved. The problem issnt fixed. And please read the earlier posts before making statements about bugs/fixes.

As you can see in my posts above I tried to find any conflicting plugins. Without any luck. Also a status report is posted in my third reply. please take a look at that.

The fact that the button works for creditcard, paypal and not iDEAL is making met believe that its infact a problem with Stripe API. Also exactly the same code base works with pay.nl payment provider and refund iDEAL.

So please can you look at the API log or something why this is going wrong? I’ve got no custom code or plugin that does anything with iDEAL. And the fact that only “refund by iDEAL” has a bug and nothing else does suggest it issnt a site bug. Customers still pay with iDEAL without any problems. Only refund doesnt work.

Edit: I turned off all plugins & switched tot twentytwenty theme

This is the result: https://devtof.nl/stripe-bug3.mp4

As you can see, same bug, same problem. With all plugins turned off and twentytwenty theme activated.
- This reply was modified 11 months, 2 weeks ago by tatof.
- This reply was modified 11 months, 2 weeks ago by tatof.
- This reply was modified 11 months, 2 weeks ago by tatof.
Moses M. (woo-hc)
(@mosesmedh)

11 months, 2 weeks ago

Hi @tatof,

Thanks for the clarification. To help move this forward, please open a support ticket here: https://woocommerce.com/my-account/create-a-ticket/. That way, the appropriate team can look into the issue in more detail.

Before submitting the ticket, kindly ensure you have a staging site set up with only WooCommerce and the Stripe plugin active, and that you’re using a default theme like Storefront. Feel free to include a link to this thread for context.

Aside the issue with refund button not appearing, if you’ve been satisfied with the plugin and the support so far, we’d truly appreciate your honest feedback here: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/reviews/#new-post.

Thread Starter tatof
(@tatof)

11 months ago

Just for clarification

Problem is fixed, it was a bug with the “new payment experience” option.
After turning that off its fixed. New update will fix this bug.

Plugin Support LovingBro (woo-hc)
(@lovingbro)

11 months ago

Hi @tatof,

Thanks for the update! I’m glad to hear you identified the cause and that disabling the “new payment experience” option resolved the issue. That’s very helpful insight, and I appreciate you sharing it here for others who might run into the same problem.

If you’ve found the Stripe plugin helpful overall, we’d really appreciate it if you could take a moment to leave a review: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/reviews/#new-post

Thanks again for your persistence and collaboration!

Mahfuzur Rahman
(@mahfuzurwp)

10 months, 2 weeks ago

Hi @tatof,

Thanks for reaching out! I see you’ve marked the thread as resolved—just checking in to confirm if the issue with the Stripe refund button has been fully resolved on your end? If you still need help, feel free to let us know!