Resolving Refund Sync Issues Between WeSupply and Magento

If refunds processed in WeSupply are not syncing correctly with Magento or payment platforms like PayPal, it may be due to the autoclose feature or miscommunication between systems. This article explains how to address these issues and ensure seamless refund synchronization.

Common Symptoms

• Refunds processed in WeSupply do not reflect in Magento.
• Refund amounts are incorrect or not transmitted to payment platforms like PayPal.
• Orders are automatically closed in WeSupply, preventing further refunds or adjustments.

How to Resolve Refund Sync Issues

Step 1: Understand the Autoclose Feature

The autoclose feature in WeSupply is designed to automatically close orders when Magento notifies WeSupply about a refund. However, this can cause issues in certain scenarios, such as:

• Multiple refunds for the same order or product.
• Refunds processed outside of WeSupply (e.g., directly in PayPal).

If the autoclose feature is enabled, it may prematurely close orders, preventing additional refunds or adjustments.

Step 2: Disable the Autoclose Feature

To prevent future issues, we recommend disabling the autoclose feature for your account. Here’s how:

1. Contact WeSupply Support:
   • Reach out to our support team to request that the autoclose feature be turned off for your account.
2. Verify the Change:
   • Once the feature is disabled, test the refund process to ensure orders remain open until all refunds are completed.

Step 3: Manually Sync Refunds

If refunds were processed outside of WeSupply (e.g., directly in PayPal), you may need to manually sync them with Magento. Here’s how:

1. Log in to Magento:
   • Navigate to the order in question and manually record the refund details.
2. Update WeSupply:
   • If necessary, update WeSupply to reflect the refunds processed outside the system.
3. Reconcile Payment Platforms:
   • Ensure that refunds are correctly reflected in payment platforms like PayPal.

Preventing Future Issues

To avoid similar issues in the future, follow these best practices:

• Disable Autoclose: Keep the autoclose feature disabled to maintain flexibility for multiple refunds or adjustments.
• Process Refunds in WeSupply: Whenever possible, process refunds through WeSupply to ensure proper synchronization with Magento and payment platforms.
• Monitor Refund Status: Regularly check refund statuses in Magento, WeSupply, and payment platforms to identify and resolve discrepancies quickly.

Need Further Assistance?

If you encounter further issues with refund synchronization or need help configuring your settings, our support team is here to assist you. Reach out to us for personalized guidance!

For more information on managing refunds and returns in WeSupply, visit our Help Center.