Overview
Use this guide when a refund cannot be submitted or Stripe rejects a refund request.
Symptoms
- Refund button is missing.
- Refund request shows an error.
- Diagnostics show Refund Failed or Refund Rejected.
- Status does not update after refund submission.
- Stripe rejects the request.
Likely Causes
- Refund button setting is disabled.
- Order is not eligible.
- Order is already fully refunded.
- PayPress cannot resolve a payment intent, charge, or invoice.
- Stripe rejected the refund.
- Webhook has not updated the local status yet.
Resolution Steps
- Confirm Enable Refund Button is turned on.
- Open the order and confirm it is paid.
- Confirm the order is not already fully refunded.
- Review Stripe References on Order Details.
- Check Diagnostics for refund requested, submitted, rejected, or failed messages.
- If the refund submitted successfully, wait for webhook processing and refresh.
- Compare the payment in Stripe.
Expected Result
Eligible refunds should be submitted to Stripe, then local order status should update after refund webhooks process.
Additional Notes
PayPress does not manually mark an order refunded before Stripe confirms through webhooks. Partial refund entry is not implemented yet.