Negative balance after refund

User requested a refund and the lender (host) processed it for the full amount, which included both optional services (delivery/pickup = $10) and the item itself. After refund was processed, the lender had a negative balance in their bank, which amounts to the delivery and pick-up fees with some tax applied (even though they were included in the refund total).

Steps to reproduce

  1. User cancels rental booking
  2. Lender refunds full amount of booking
  3. Lender views bank balance which should have the cancelled transaction reversed

Actual result

Balance is $-10.08

Expected result

Balance should be $0

Extra details

Refund screen:



Please provide more details so we can reproduce this issue on our end.

Perhaps you have enabled one payment method, placed several orders, and then switched to another.

Hi! We’ve only every used one payment method before going live (Stripe). And this is the first real order to this user account.

Steps to reproduce:

  1. Place order of item for 7 days at $35 with a 15% discount. Also pay for delivery ($10) and pick-up ($10) as add-on services. There is also a 15% service fee at checkout and 7% PST. PST is applicable to all charges except the add-on services of $20 (this is a custom tax plugin/configuration that I hired your team to create for me). Total should be $59.83.

  2. Have user cancel the order.

  3. Have lender (host) refund the full cost of the order ($59.83)

  4. You will see that the total is a -$10.08, which is the balance left in the Lenders dashboard available for payout.

Please send temporary WP access to with details for reproducing this issue and we’ll check it. You can create a temporary access link using this plugin Temporary Login Without Password – WordPress plugin |

OK thanks stay tuned - need to set up staging site first!

1 Like

We’re struggling with creating a version of the site you can have access to that doesn’t have any personal identifiers of our customers.

While we figure this out, is there a way for Admins to manually modify a user’s balance for payout should any calculation errors like this continue to happen?

If I remember correctly the Temporary Access plugin doesn’t allow viewing the WordPress/Users section, but Vendors and Orders sections will be visible. Yes, there are 2 workarounds:

  • Adding an order manually via back-end for this vendor’s product
  • Adding a payout with negative amount, or positive amount (to reduce balance)

You’re correct - it’s the vendors/orders section that has personal info that we cannot share.

I see what the issue is in the screen shot below, however. It seems that when a refund is issued, the amount being deducted from the host/lender’s balance is the total amount of the refund, not the amount that was allocated to their balance upon purchase (that is, the total amount less any taxes and fees).

So in this case, when the order went through, the lender received a balance of $49.75 (the price of the rental + delivery and pick-up charges, less the 15% service fee and 7% tax, which is correct). But when the refund was processed, instead of being refunded only $49.75 to their balance, they got the full $59.83 which included taxes and fees. So refunds to host balances need to exclude this.

If the order is refunded, it shouldn’t be taken into account for the balance calculation at all (the calculation function queries Completed orders only), or it’s a partial refund? If it’s a full refund that changes the order status to Refunded please make sure that there are no customizations that may cause this issue.

Hi Ihor,

Sorry I missed this message. We do have a custom tax plugin that we hired your team to create, so perhaps that is interfering with this?


Please provide more details regarding this issue (e.g., your actions step by step with screenshots, etc.). This will help us to reproduce and resolve the issue faster.

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