PAYMENT311: Refund outcome unknown
What this means
WCPOS couldn't confirm whether this refund went through.
Open the order and check its refunds before trying again — a retry could refund twice.
The refund request was sent, but the reply was lost — the request timed out, or the store answered with an error or asked WCPOS to wait and retry. The refund may or may not have been made. Each retry is a new refund request to the payment gateway, so retrying without checking can refund the customer twice.
Your data
Nothing on this device is lost. Your store or the payment gateway may already have refunded the customer.
Troubleshoot
- Don't refund again yet.
- Open the order in Orders and check its refunds — they load straight from your store, so this device needs to be online. You can also open the order in WooCommerce → Orders in WP Admin, where its refunds are listed.
- If the refund went back through a payment gateway — a card terminal, or a provider such as Vipps MobilePay — also check, or ask your store owner to check, that gateway's own dashboard: it shows whether the refund was sent, even when the order doesn't show it yet.
- If the refund is there, it went through — don't refund again. Only if it is in neither place, try the refund once more. If nobody can check the gateway, go to the next step instead.
- If it is still unclear, tap Copy debug info on the Logs tab and contact support before another attempt.