Order item QTY incorrect but sub-total price is correct

Hi @t3rrylin

It is highly probable that this behavior is being caused by a conflict with your theme or with another plugin.
?
I understand that it is difficult to re-create the situation because it happens only occasionally and not always, but conducting a conflict test is what can help find out the cause. You can find a detailed explanation on how to do a conflict test here.

Let us know how it goes.

Hi,

We haven’t heard back from you in a while, so I’m marking this thread as resolved – we’ll be here if and/or when you are ready to continue. For further questions you can also create a new thread.

Hello!

Thank you for reply but the problem still exist.

I have already tried to update plugin and wordpress to latest version and disable all the other plugins, just leave woocommerce running but the problem still exist.

It happen at the moment after checkout is received and can even be seen on the order-received page.

Plus I found that sometimes there will be some strange product meta added, containing unknown meta-key and values .

Please note that I haven’t activated any other plugin.

I have once migrate the website from another server to current hosting with “All in one migration” and once I found some of the MySQL table lost auto increment. But I already fixed it and the problem of incorrect quantity happen before it already. But I hope it could give some hints what is going on.

Here are some screen captures (sorry layout is in chinese):

Links:
https://imgur.com/Z70UsCi
https://imgur.com/LETbaVA
https://imgur.com/LTE5DPR

It confuse my customer a lot because they keep asking me why the quantity of their order is incorrect. I hope I can solve this problem soon. Many thanks!

• This reply was modified 2 years, 10 months ago by t3rrylin.
• This reply was modified 2 years, 10 months ago by t3rrylin.

Hello there,

Sorry to hear about this issue you are facing.

* Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.?

* Please provide the site’s Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

This will allow us to take a better look at the issue. Thanks.

Thanks.

I have put them in links to avoid making this article too long.

System status here:
https://taihopai.com/wp-content/uploads/2022/01/System-status.rtf

Error log here:
https://taihopai.com/wp-content/uploads/2022/01/error-log.rtf

F.Y.I. the table prefix this site using is “wp_”.

Thank you very much.

Hi @t3rrylin,

Thanks for sharing your system status and error logs.

If the issue persists with only WooCommerce and the default Storefront theme enabled then it could be related to the Cloudflare caching system. I’d recommend that you clear all cache from your plugins and on the server. Hope this points in the right direction.

Cheers.

Hi Mirko,

I have already disable cloudflare and all the other cache system but the problem still remain. Both the incorrect quantity and strange order item meta. I also tried with private window to avoid cache but it doesn’t help.

Thanks.

@t3rrylin

Can you try clearing WooCommerce transients using the guide below:
https://www.wpbeginner.com/plugins/how-to-manage-and-delete-transients-in-wordpress/

Hello

Should I clean only expired transients or all transients?

Sorry for late reply.

Hi @t3rrylin,

Transients are temporary options, they are safe to remove and will be automatically regenerated as your plugins require them so, you can remove them all.

Best

Sorry for late reply.

I have deleted all transients and tried again to take order, but the problem still exits. Now almost every order with a logged in account has this problem.

At this moment, there are zero transients on my website which is not running on cloudflare and also I have disabled all caching plugin.

I tried both logged-in user as well as guest check out without account. It seems that guest order without login are less likely to have this problem, but still it would randomly happen. I am very confused where could those weird item meta could possibly generated even with all plugin deactivated and only default theme is used?

I am considering reinstall everything, however there are so many products and order data on this store. Is there any way to reinstall woocommerce without those data lost? I have also consider migrated the website to a new wordpress, but since this website was already migrated from an old server, so I doubt if repeating the same process would help.

Thank you for your teams effort and hope this problem could be solved in short or at least the reason could be found.

Hi @t3rrylin,

We’d like to assist you further on this issue. Please contact us at WooCommerce.com > My Account > Support.

You may need to log into your WooCommerce.com account before you can access that page.

Also, don’t forget to share your System Status and include a link to this forum thread, so that we can keep track of what’s already been done. The information included will help our support team narrow down the issue much quicker.

Thanks!