Customer information with wrong data

Hello rglalonzo,

Thank you for contacting WooCommerce support.

I understand you’re facing an issue where customer data is being mixed between orders, even after excluding the cart and checkout pages from the cache.

Did excluding those pages solve the issue temporarily? If so, for how long?

To assist you further, could you share your site’s System Status Report?
You can find it under WooCommerce > Status, then select Get system report and click Copy for support. This will help me better understand your setup.

Looking forward to your response. ??

Hi Zubair,

Thank you for your response.

Yes, it did “solve” the issue for a month. First encounter was 12/02/24, and second encounter was on 01/09/25.

See report below:

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###<br><br>Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customize-store<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>onboarding<br>onboarding-tasks<br>pattern-toolkit-full-composability<br>product-custom-fields<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>printful<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page<br>launch-your-store<br><br>Disabled Features: product-data-views<br>experimental-blocks<br>coming-soon-newsletter-template<br>minified-js<br>product-pre-publish-modal<br>settings<br>async-product-editor-category-field<br>product-editor-template-system<br>blueprint<br>reactify-classic-payments-settings<br>use-wp-horizon<br>add-to-cart-with-options-stepper-layout<br><br>Daily Cron: ? Next scheduled: 2025-01-13 11:16:16 +00:00<br>Options: ?<br>Notes: 227<br>Onboarding: completed<br><br>### WooCommerce Customer/Order/Coupon Export ###<br><br>Automated exports: 2<br>Custom formats: 5<br>Next export: Not scheduled<br><br>### Action Scheduler ###<br><br>Canceled: 128<br>Oldest: 2024-12-16 17:54:21 +0000<br>Newest: 2025-01-04 21:43:12 +0000<br><br>Complete: 13,843<br>Oldest: 2024-12-13 15:53:25 +0000<br>Newest: 2025-01-13 04:29:23 +0000<br><br>Failed: 935<br>Oldest: 2019-09-30 12:31:07 +0000<br>Newest: 2025-01-04 20:32:12 +0000<br><br>In-progress: 1<br>Oldest: –<br>Newest: –<br><br>Pending: 43<br>Oldest: 2025-01-13 04:29:29 +0000<br>Newest: 2025-02-11 09:14:39 +0000<br><br><br>### Status report information ###<br><br>Generated at: 2025-01-13 04:29:45 +00:00<br>

Hi @rglalonzo,

Thank you for sharing your system status report. To better understand the issue you’re experiencing, could you confirm if this is affecting specific customers or all customers?

Additionally, can you check if this occurs with all orders or only certain ones? For the orders where this happens, could you check the payment methods used and whether it involves the same product or different products?

This information will help us narrow down the possible cause. I look forward to your response.

Hi Moses,

Going back to this thread as this occured again.

To answer your question, it does not affect specific customers. It is different everytime. So, technically, all customers.

It does not happen to all orders, but it happened 3 times now and it affects delivery of items and some confusions. We wont like to happen this again on 4th. The payment methods were different each time: Paypal x Google Pay, Stripe (card) x Apple Pay & Apple Pay x Google Pay. And no, they have different ordered products.

Additional question: Is this possible on checking out as a guest? 2 of the issues were from a guest checked out (not logged in), but the first time this happened, we are not sure.

Looking forward to your response. Thank you!

Hi @rglalonzo,

Thanks for the clarification. To further investigate, please provide the following details:

• A screenshot of the order note and order summary for one of the affected orders.
• Check WooCommerce > Status > Logs for any fatal errors or logs related to Stripe payments.

I also reviewed your system status report and noticed that you have two Stripe payment plugins enabled:

• Stripe Payment Gateway for WooCommerce (Premium) by WebToffee
• Payment Plugins for Stripe WooCommerce by Payment Plugins

Having both active may cause conflicts, so it’s best to use only one. Ideally, switch to the official Stripe payment plugin, as it’s developed by Stripe, supported by WooCommerce, and includes all the payment methods you need: https://woocommerce.com/products/stripe/

Hi Moses,

Kindly see the images from this link for the order note and summary from one of the affected orders.
For the Logs related to Stripe payments, I can see a lot, can you specify or assist on which one I should provide you? I have included in the link above a 2-page list.

With regards to the plugin, I’ll share with the team about this.

Hi @rglalonzo ,

For the Logs related to Stripe payments, I can see a lot, can you specify or assist on which one I should provide you? I have included in the link above a 2-page list.

The plugin generate logs of events like orders processed through Stripe. You can look for logs from the specific date when the issue occurred and share them with us in a Pastebin link so we can investigate further.

I’d also recommend keeping only one Stripe plugin activated at a time, as having multiple Stripe plugins enabled can cause conflicts. Try monitoring the issue closely after deactivating any extra Stripe-related plugins to see if that resolves the issue.

Please check and let me know what you find.

• This reply was modified 4 days, 3 hours ago by Jonayed (woo-hc).

Hi Moses,

Upon checking, I cannot locate the exact log or 2 of the order and the rest of the order that encountered the issue is already not available. Is there another way for this? or for you to take a look the logs directly?

We have deactivated Stripe Payment Gateway for WooCommerce (Premium) by WebToffee and retain the other one. We’ll monitor if this has caused the issue. We have also deactivated the caching plugin for now.

Hello rglalonzo,

Thank you for your reply.

Upon checking, I cannot locate the exact log or 2 of the order and the rest of the order that encountered the issue is already not available. Is there another way for this? or for you to take a look the logs directly?

To confirm, were the logs deleted? Also, please clarify what is the affected order not available anymore.

We have deactivated Stripe Payment Gateway for WooCommerce (Premium) by WebToffee and retain the other one. We’ll monitor if this has caused the issue. We have also deactivated the caching plugin for now.

This is the right approach, please monitor the site and let us know if the issue appears again.

Best regards.

Hi Zubair,

No, we don’t delete logs. What I mean was the log of all the orders that encountered the issue is not visible on the log section.

Hello rglalonzo,

Thank you for your reply.

I understand that the logs of the orders that encountered the issue are not available.

At this point, I recommend monitoring the site. If the problem occurs again, please check for a pattern or any connection between the affected orders.

Lastly, I also suggest closely monitoring cache on your site.
The problem you are facing might be related to cache.

Once we have more information, we can accurately diagnose the problem.

Have a great day!