Order cancelled automatically

Hi @vlohar08,

Thanks for reaching out.

On our store more than 20,000 paid orders were cancelled automatically.

Were the orders already paid for or pending payment? Also, are there any similarities between the orders that had this issue?

When we change status using API

Could you please share more information on the API you’re using, are you using the WooCommerce API or a third-party API?

?it’s not something we can reproduce. Is there any way we can track the source of this problem.

This makes it quite challenging to troubleshoot, however, I’d be happy to help if you could share more details like your system status report, which you can find under WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs.

Looking forward to assisting you further.

Were the orders already paid for or pending payment? Also, are there any similarities between the orders that had this issue?

No, Orders of different order statuses like Printed, In transit, Out for delivery, and delivered were cancelled. All the orders were paid.

Could you please share more information on the API you’re using, are you using the WooCommerce API or a third-party API?

We are using the official WooCommerce API. We checked all our API logs and found that it wasn’t responsible for the change. Even if the logs didn’t catch it then too the order note is always added when the status is changed.

The orders are still getting updated so if you want to check, please let me know. We haven’t identified the problem yet.

WooCommerce Report – https://gist.github.com/YourCodeBuddy-IN/58c749a7703dfaba5f838034653a4d3a

Fatal Errors – https://gist.github.com/YourCodeBuddy-IN/8ad5448748364020815c0e19a365d083

Thank you for reaching back, with further details on this @vlohar08 .

Kirki is reported in the fatal logs, here.

Moreover, in line 249, in the System Status Report (SSR), here, might be the culprit of the orders changing statuses.

I trust that points you in the right direction, but if you have more questions, let us know.

We’re happy to help.

The legacy order system suddenly made status updates.
I tried disabling all plugins except WooCommerce but the orders were still moved to cancelled and on hold.
So it was clear, that other plugins are not the problem.
After disabling the legacy order system compatibility, everything was fixed.
Conclusion: It was a WooCommerce Issue. Please take a look and take care of what is needed. I have disabled the legacy system on my website but others may still face such issues.
Thank you

Hello Vishal Lohar

Thank you for your reply.

To confirm, all the plugins except WooCommerce were disabled but still, some orders were moved to Cancelled and On Hold. Is that correct?

May I ask what step you took to trigger this event?
Knowing the exact steps will help me understand the issue in a better way.

When you say “legacy order system compatibility”, are you referring to this checkbox?
If not then share a screenshot from your end.

I am glad to know that you have fixed the issue.
Collecting more information will help me understand this issue and prevent it in the future.

Looking forward to your response. ??

Best regards.

To confirm, all the plugins except WooCommerce were disabled but still, some orders were moved to Cancelled and On Hold. Is that correct?

YES

When you say “legacy order system compatibility”, are you referring to this checkbox?

YES

Hello Vishal Lohar

Thank you for the clarification.

To better understand the problem let me summarize it in bullet points:

• More than 20,000 paid orders were cancelled automatically. When you change status using API or WP Dashboard
• It’s not something you can reproduce.
• After disabling the legacy order system compatibility, everything was fixed.

Could you confirm what you mean by everything is fixed?
Did the status of all the orders revert to the original status after you disabled legacy order system compatibility?

This information will help me determine if there is a bug or if this was a conflict between plugins.
Please note that even if the plugins like Custom Order Status Manager for WooCommerce are disabled, they have already modified the database. This could play into effect.

Looking forward to your response. ??

Best regards.

The status of 20,000 plus orders were changed to cancelled or on hold automatically. And it didn’t stop here, status of more orders was changing automatically. Maybe 100 orders were moved to cancelled or on hold every min.

We do change status using API but this was not done by API (Confirmed using API logs).

Later, disabled all plugins and confirmed that its not a other plugin issue.

After disabling the legacy order system compatibility, all the orders stopped updating automatically. Still, the changed orders were not fixed and we had to manually fix it by running some SQL queries.

I hope this explains the entire problem.

Hello Vishal Lohar,

Thank you for further clarification.

The issue might be related to the data discrepancy between the legacy order system and the HPOS.
Then enabling the “legacy order system compatibility” option might have scheduled multiple actions to sync the data between the legacy order system and the HPOS.

It would be helpful if you could set up a staging site where we can diagnose the problem further.
I want to determine what caused the data discrepancy between the legacy order system and the HPOS.
This will help us prevent these types of issues in the future.

This process might involve accessing the DB directly to check the order status in the legacy order storage (wp_posts) and comparing it with HPOS storage.

Let me know about your thoughts on this. ??

Best regards.

Sure, we have a test site ready. Please let me know how can I share the details via private message.

Hey, @vlohar08!

To ensure that we can assist you further, could you please create a new ticket on our support page and include the forum thread link? This will allow our team to review your specific issue and provide you with the best possible solution. You can do this by going to WooCommerce.com > MY profile > Support

Have a wonderful day!