Some orders have no product details, but are charged the full price of the items

  • Resolved bastitch

    (@bastitch)


    2 years, 2 months ago

    In the recent weeks we’ve noticed an issue were some orders come to us with only a payment as if they purchased a product, but no details as to what the product is.

    A possibly related issue, sometimes if someone orders say 4 items, the total will reflect the amount of the 4 items, but will only show that they orders 3 items.

    I have yet been able to reproduce it in my own testing, but it has happened at least 6 times in the past two weeks.

    Has anyone seen anything like this before?

    • This topic was modified 2 years, 2 months ago by bastitch.
    • This topic was modified 2 years, 2 months ago by bastitch. Reason: spelling in title
Viewing 5 replies - 1 through 5 (of 5 total)

  • Hi @bastitch

    Thanks for reaching out!

    This is quite strange as I have never experienced it on my personal site.

    As you’ve mentioned that you are still to reproduce the issue, I’d recommend cloning your site to a staging environment without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    Furthermore, can you please check if there are any patterns to this scenario? Like, same payment gateway, same product categories, same customers, same locations, etc?

    I’d like to understand your site properly, can you please share your System Status Report, that will help us further troubleshoot.

    You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    Thanks!

    Thread Starter bastitch

    (@bastitch)

    Hi @xue28

    Thanks, it just happened again today. We only accept PayPal, and only have about 6 products, that each have 24 variations. so far it does not appear to be related to any one product or variation. The one that happened today was an entirely blank order, with no info other than the price.

    Here’s the System report:

    
### WordPress Environment ###

WordPress address (URL): https://www.wonderwafers.com
Site address (URL): https://www.wonderwafers.com
WC Version: 7.1.0
REST API Version: ? 7.1.0
WC Blocks Version: ? 8.7.5
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 516 MB
PHP Time Limit: 60
PHP Max Input Vars: 1000
cURL Version: 7.86.0
OpenSSL/1.1.1s

SUHOSIN Installed: –
MySQL Version: 5.6.41-84.1
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.1.0
WC Database Prefix: xcJ_
Total Database Size: 1548.14MB
Database Data Size: 1010.13MB
Database Index Size: 538.01MB
xcJ_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB
xcJ_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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xcJ_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
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staging_xcJ_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
staging_xcJ_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_xcJ_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
staging_xcJ_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
staging_xcJ_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
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xcJ_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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### Post Type Counts ###

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shop_order_refund: 184
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uni_cpo_option: 1
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### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (28) ###

VaultPress: by Automattic – 2.2.2
Akismet Anti-Spam: by Automattic – 5.0.2
All in One SEO: by All in One SEO Team – 4.2.8
Bluehost: by Bluehost – 2.12.13
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LightStart - Maintenance Mode, Coming Soon and Landing Page Builder: by Themeisle – 2.6.1
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Advanced Custom Fields: by WP Engine – 6.0.5

### Inactive Plugins (14) ###

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All-in-One WP Migration: by ServMask – 7.68
All-in-One WP Migration Unlimited Extension: by ServMask – 2.47
Better Search Replace: by Delicious Brains – 1.4.1
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WooCommerce Customer/Order/Coupon CSV Import Suite: by SkyVerge – 3.10.2
WP Sheet Editor - Users: by WP Sheet Editor – 1.5.21

### Must Use Plugins (3) ###

Endurance Page Cache: by Mike Hansen – 2.2
SSO: by Garth Mortensen
Mike Hansen – 0.4

WP fail2ban: by Charles Lecklider – 3.5.3

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
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rated-2 (rated-2)
rated-3 (rated-3)
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rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #11 - /order-online/
Cart: #12 - /cart/
Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
My account: #14 - /my-account/
Terms and conditions: #91 - /our-terms/

### Theme ###

Name: Wonder Wafers LIVE - Divi Child
Version: 1.0
Author URL: https://www.strikeanyware.com
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.19.2
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: –

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: US
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: ?
Vault enabled: ?
Logging enabled: ?
Reference Transactions: –
Used PayPal Checkout plugin: ?
Tracking enabled: –

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
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shipping-smart-defaults
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wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-12-08 05:28:33 -06:00
Options: ?
Notes: 112
Onboarding: completed

### Action Scheduler ###

Complete: 2,873
Oldest: 2022-11-21 10:46:27 -0600
Newest: 2022-12-07 23:24:07 -0600

Pending: 4
Oldest: 2022-12-07 23:34:45 -0600
Newest: 2022-12-08 17:29:10 -0600

### Status report information ###

Generated at: 2022-12-07 23:28:36 -06:00

    Hi there @bastitch ??

    it just happened again today. We only accept PayPal, and only have about 6 products, that each have 24 variations. so far it does not appear to be related to any one product or variation. The one that happened today was an entirely blank order, with no info other than the price.

    Thanks for reaching back, with further information on this. Let’s figure out why things are not lining up.

    The following part, from the store’s System Status Report (SSR) is odd, as I am checking its code, and it appears to be a customized checkout page, using the Divi child theme, currently active at the store:

    ### WC Pages ###

    Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.

    A picture is worth a thousand words, as the saying goes, therefore, could you also share screenshots of the blank order screens, where order information is missing, please? https://snipboard.io/ is a good (online) tool of choice for sharing it here.

    Thank you. ??

    Thread Starter bastitch

    (@bastitch)

    I noticed it said that about the checkout page, but I went back and checked and I’m guessing that’s because the Divi theme let’s you individually place each part of the checkout page so that it can be styled correctly. The checkout page has been customized in the same way for sometime, well before this problem started happening. So it might be related, but I’m not sure what would have changed to make it start happening now.

    Here’s a couple of screen shots, one with no order details but a price,
    https://snipboard.io/Lz4iG6.jpg

    and one with many items and the details, but is charging for another item they ordered but not showing the details for that item:
    https://snipboard.io/oAWHuv.jpg

    Hi @bastitch

    Thank you for providing the screenshots.

    I noticed it said that about the checkout page, but I went back and checked and I’m guessing that’s because the Divi theme let’s you individually place each part of the checkout page so that it can be styled correctly.

    Please try to switch to the default Storefront theme first.

    Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.

    Then, as mentioned above, please add the proper shortcode for the Checkout page, replicate the same order and see if the error still persists? Since you are using Paypal as the payment gateway, you can use Paypal Sandbox mode for testing purposes.

    Let us know how it goes!

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