Quote from Alex Dovlatov on May 22, 2026, 00:02

Hello

I disabled the plugin temporarily and the refund went through successfully — you can verify at wp-admin/admin.php?page=wc-orders&action=edit&id=82272. FOX is now re-enabled.

A few questions to help us investigate further: is this the first time you have encountered this issue? Does it also happen with other payment methods besides Klarna? And are there other orders where the refund is also failing?

Quote from littlepanda on May 22, 2026, 05:43

Hi,

Thank you for your investigation.

• This is the first time we have encountered this issue. We have been refunding without issues for several years now with your plugin activated. Note that the issue is only happening on our EU subsite and not our UK subsite.
• The issue happens with other payment methods and not just Klarna.
• Yes there are other orders where the refund fails (we are having to do this manually via our payment processor STRIPE).

Note that this is a live site so please do not refund any further live/real orders in testing.

We have set up an example order #EU124410 which you can use to test for refunding failure. All other orders are not to be refunded.

Please let us know should you need any further test orders set up for testing purposes. We also have a staging site which we can give you access to but not sure how helpful this will be given that the staging site is limited in it's communication with our payment processor.

Regards

LP*

 

Quote from Alex Dovlatov on May 22, 2026, 17:50

Hello

Thank you for the additional details. Let me share my observations and a suggested path forward.

What we know so far: the issue affects only the EU subsite, not the UK subsite. It occurs across multiple payment methods, not just Klarna. FOX has been running on both sites for years without problems, which suggests something recently changed — possibly an update to one of the payment gateway plugins, a change on the Stripe side, or a server-level change. The same FOX code runs on both subsites, yet only EU is affected, which points toward a currency-related difference between the two.

My working theory is that the original charge may have been processed in a currency other than EUR — or that FOX is modifying the refund amount during processing, causing a mismatch with what Stripe has on record for that transaction. Even if the order displays in EUR, the actual charge currency in Stripe may differ. This is worth verifying in your Stripe dashboard against the specific failed orders.

Regarding yesterday's test on order EU124410 — I apologize if that caused any concern. You pointed me to that order specifically for testing, and that was the only way to confirm the issue. I have not touched any other orders.

Now, given that this is a high-traffic production site, I strongly recommend setting up a staging environment for further investigation. Here is what I suggest:

Create a full copy of your EU subsite, block it from external traffic and search engines using either an .htaccess restriction or a maintenance plugin such as Under Construction, and switch at least one payment gateway — Stripe would be ideal — to sandbox mode. This way we can reproduce the refund failure freely, run experiments, and break things as needed without any risk to real orders or real customers.

Once the staging site is ready, please share FTP credentials and wp-admin access in the private section of this ticket, and we will take it from there.

 

Quote from littlepanda on May 23, 2026, 12:22

Hello,

Thank you for your continued investigation.

We have set up the EU staging site for you and the details are included in the private area. Stripe payment is in sandbox mode and funnelkit also has test mode activated in the Staging site. Due to staging limitations we are not sure how helpful this will be to you. Strangely, we tested refunding a dummy order on the staging site (order #EU123254) and it refunded correctly according to our stripe sandbox dashboard?

On our live site we researched one of the orders where we had trouble refunding on our stripe dashboard and which you successfully refunded by turning off the Fox plugin (order EU123471). The transaction was done in Euro and the refund was done in Euro.

Please let us know if you need anything further.

Kind Regards

LP*