Backorders being generated despite being set to Do Not Allow

Hi @soulfulweb

order notes are also duplicated

backorders are set to Do not allow

Thanks for sharing the screenshots of these.

In addition, as you’ve mentioned, duplicate order notification emails are also getting sent.

Backorders being generated despite being set to Do Not Allow

All of these point towards a strong possibility that one of the tools is conflicting. (The System Status Report shared does not show the active plugins.)

We are also experiencing duplicate order notification emails which started around the same time as the backorders.

Do you remember making any changes before the issue started such as updating or installing plugin(s)?

The best way to check for a conflict is to:

• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Repeat the action that is causing the problem (if not possible, as in this case, then observe for a period of time)

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

Let us know how it goes.

Hi there,

Thanks for the quick reply.

Before testing the conflict with theme/plugins, I have tried a few times to replicate the issue on both the live site and on a staging site but no dice – no duplicate emails and no duplicate order notes.

Tried on a simple product with inventory and on a variable product with inventory. All worked well.

No changes in the last few weeks that might have caused this issue.
Has been happening since 13 April. Nothing changed just prior to then, other than plugin updates. From memory, there was a Woo update which might now be causing a conflict with the theme, as it is a little old. However, I can’t seem to replicate prior to conflict testing, so not sure how to test further.

Other than disabling theme/plugins for an extended period of time (which is not ideal given that the site is live, processing several orders a day), any other thoughts on how to troubleshoot?

Thanks
Josh

Hi @soulfulweb

Thanks for the update.

disabling theme/plugins for an extended period of time (which is not ideal given that the site is live, processing several orders a day)

You can duplicate your site to a staging environment for performing tests without modifying your live site or impacting customers. We recommend spinning up a replica of the site, where you could check the issue without affecting the production site. Many hosting providers offer site staging facilities, but if you don’t have such a feature, you can create one with the WP Staging plugin.

Before testing the conflict with theme/plugins, I have tried a few times to replicate the issue on both the live site and on a staging site but no dice – no duplicate emails and no duplicate order notes.
Tried on a simple product with inventory and on a variable product with inventory. All worked well.

If I am understanding correctly, you mean to say that the problem is happening only on the production site and not on the staging version?

Keep us posted on the progress.

Also, could you please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error? Please let us know what you find.

Thanks

• This reply was modified 2 years, 11 months ago by Margaret S. woo-hc.

Hi Margaret,

I have tested on a staging site already with all plugins/themes active and could not replicate the issue.

I then tested again on the live site with all plugins/themes active and again could not replicate the issue.

However, I can see two orders have come through today on the live site and there are duplicate order notes, stock movements and email notifications on both. Again, one of the products has moved to negative stock and a backorder noticfication has been generated.

Definitely an intermittent issue.

No fatal errors in the logs.

There is a PHP warning relating to the theme so I’ll do some checks there and see if anything pops up.

Thanks
Josh

Hi @soulfulweb

Thanks for the update.

There is a PHP warning relating to the theme so I’ll do some checks there and see if anything pops up.

Sure, please go ahead and let us know what you find.

Thanks for confirming there are no fatal errors in the logs.

Could you please check for PHP error logs in other locations explained in this guide https://docs.woocommerce.com/document/finding-php-error-logs/#section-2?

We haven’t heard back from you in a while, so I’m marking this thread closed for now – we’ll be here if and/or when you are ready to continue.