Empty orders pending payment

Hello, any ideas on this? We got another two empty orders, one had address and both linked to customer accounts.

https://ibb.co/sKhHGRv

https://ibb.co/rG9n1V1

any explanation?

thanks

/J

• This reply was modified 2 years ago by kattouf.
• This reply was modified 2 years ago by kattouf.

Hi @kattouf

Thanks for reaching out!

I understand that you are receiving empty orders on your site based on the screenshots shared above.

Checking on these orders, I can see that there are no details such as the Order Notes, Customer Details, Products ordered, etc.

Can you please share if there any services connected to your site that creates orders on your site? Like an API request, an ERP solution, etc?

I’d like to understand your site properly, please share your System Status Report that you can find 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.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

Hello,

Order are only generated through the website. The two users above had successful orders the same day as their ‘pending order’.

If it helps here is the report:

`
### WordPress Environment ###

WordPress address (URL): https://www.mydomain.com
Site address (URL): https://www.mydomain.com
WC Version: 7.4.1
REST API Version: ?</img> 7.4.1
WC Blocks Version: ?</img> 9.4.4
Action Scheduler Version: ?</img> 3.5.4
Log Directory Writable: ?</img>
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?</img>
Language: en_US
External object cache: ?</img>

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.28
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 10000
cURL Version: 7.74.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 5.7.40-43-log
Max Upload Size: 50 MB
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
GZip: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

### Database ###

WC Database Version: 7.4.1
WC Database Prefix: wp_
Total Database Size: 9233.15MB
Database Data Size: 7417.51MB
Database Index Size: 1815.64MB
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### Post Type Counts ###

acf: 3
acf-field: 12
acf-field-group: 3
attachment: 298
cookielawinfo: 55
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customize_changeset: 1
docs: 1
elementor_library: 8
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shop_order_refund: 4129
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wc_order_status: 19
wp_global_styles: 1
wpsl_stores: 381

### Security ###

Secure connection (HTTPS): ?</img>
Hide errors from visitors: ?</img>

### Active Plugins (43) ###

Grin WooCommerce Tracking: by Grin Inc. – 1.2
All In One WP Security: by All In One WP Security & Firewall Team – 5.1.5
Autoptimize: by Frank Goossens (futtta) – 3.1.5
Autoship Cloud Solutions - Dynamic Coupons Extension: by Patterns In the Cloud LLC – 1.0.4
Autoship Cloud powered by QPilot: by Patterns In the Cloud LLC – 2.3.9
Product Feed Manager for WooCommerce PRO: by RexTheme – 6.3.6
Product Feed Manager for WooCommerce: by RexTheme – 7.2.26
Classic Editor: by WordPress Contributors – 1.6.2
CookieYes | GDPR Cookie Consent: by CookieYes – 3.0.8
Disable Cart Fragments: by Optimocha – 2.2
Divi Shop Builder: by WP Zone – 1.2.20
DP Preloader: by Divi Professional – 1.3.1
Facebook for WooCommerce: by Facebook – 3.0.14
FileBird Lite: by Ninja Team – 5.1.4
Header Footer Code Manager: by 99robots – 1.1.32
Heartbeat Control by WP Rocket: by WP Rocket – 2.0
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.7
Klaviyo: by Klaviyo
Inc. – 3.0.9

Login & Shop as Customer for WooCommerce: by KoalaApps – 1.0.3
PixelYourSite Pinterest: by PixelYourSite – 4.2.0
PixelYourSite PRO: by PixelYourSite – 9.5.2
Redirection: by John Godley – 5.3.9
Product Slider for WooCommerce: by ShapedPlugin LLC – 2.6.5
WooCommerce Address Validation: by SkyVerge – 2.10.0
WooCommerce AJAX Cart: by Moises Heberle – 1.3.25
WooCommerce Conversion Tracking: by weDevs – 2.0.10
WooCommerce Authorize.Net Gateway: by SkyVerge – 3.8.1
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3
WooCommerce Google Analytics Integration: by WooCommerce – 1.6.2
WP Menu Cart: by WP Overnight – 2.13.0
Advanced Order Export For WooCommerce (Pro): by AlgolPlus – 3.3.3
WooCommerce Order Status Manager: by SkyVerge – 1.14.0
Pinterest for WooCommerce: by Softblues – 2.4.6
WooCommerce Pre-Orders: by WooCommerce – 1.8.0 (update to version 1.9.0 is available)
WooCommerce Shipment Tracking: by WooCommerce – 2.2.1
WooCommerce Smart Coupons: by StoreApps – 7.2.1 (update to version 7.3.0 is available)
WooCommerce: by Automattic – 7.4.1
Yoast SEO: by Team Yoast – 20.2.1
WP File Manager: by mndpsingh287 – 7.1.8
WP Mail SMTP Pro: by WPForms – 3.7.0
WP Store Locator: by Tijmen Smit – 2.2.236
WPC Copy Billing Address for WooCommerce: by WPClever – 1.1.0
XPS Ship Integration: by XPS Ship – 1.1.72

### Inactive Plugins (8) ###

FunnelKit Automations: by FunnelKit – 2.4.4
FunnelKit Automations Pro: by FunnelKit – 2.4.3
Order Splitter for WooCommerce: by Fahad Mahmood – 4.8.1
PixelYourSite: by PixelYourSite – 9.3.3
Pop-up Notices for WooCommerce Pro: by Thanks to IT – 1.3.7
Quick Buy For WooCommerce: by Varun Sridharan – 2.8.4
WooCommerce PayPal Pro (Classic and PayFlow Editions) Gateway: by WooCommerce – 4.5.1
YITH WooCommerce Added to Cart Popup: by YITH – 1.8.0

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached Redux

### Must Use Plugins (6) ###

aios-firewall-loader.php: by  –
Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0
WP Engine Cache Plugin: by WP Engine – 1.1.2
WP Engine Seamless Login Plugin: by WP Engine – 1.6.0
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### Settings ###

API Enabled: ?</img>
Force SSL: ?</img>
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)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?</img>
Enforce Approved Product Download Directories: –
Order datastore: WC_Order_Data_Store_CPT

### WC Pages ###

Shop base: #198633 - /shop/
Cart: #198629 - /cart/
Checkout: #198630 - /checkout/
My account: #198631 - /my-account/
Terms and conditions: #198634 - /terms-of-service/

### Theme ###

Name: Divi Bakery - Child Theme
Version: 1.0
Author URL: https://papertemple.net/
Child Theme: ?</img>
Parent Theme Name: Divi
Parent Theme Version: 4.20.0
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?</img>

### Templates ###

Overrides: divi-bakery-child-theme/woocommerce/checkout/form-login.php
divi-bakery-child-theme/woocommerce/checkout/review-order.php
divi-bakery-child-theme/woocommerce/checkout/thankyou.php
/nas/content/live/simplekneads/wp-content/plugins/woocommerce-ajax-cart//templates/wac-qty-select.php version 4.0.0 is out of date. The core version is 7.4.0

Outdated Templates: ?</img>
					
					
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### Authorize.Net Credit Card ###

Environment: Production
Tokenization Enabled: 
Debug Mode: Off
Webhooks Enabled: 

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
new-product-management-experience
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remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
product-variation-management
settings

Daily Cron: ?</img> Next scheduled: 2023-03-15 08:41:14 -04:00
Options: ?</img>
Notes: 56
Onboarding: completed

### Address Validation ###

Active Provider: Loqate
Configured: ?</img>
Validate international addresses: Yes
Debug Mode: No
Geocode Addresses: No
Classify Addresses: No
Force Customer to look-up address via Postcode: No

### Action Scheduler ###

Complete: 69,751
Oldest: 2023-02-11 04:51:03 -0500
Newest: 2023-03-14 05:26:29 -0400

Failed: 7,090
Oldest: 2021-08-16 06:01:22 -0400
Newest: 2023-03-14 05:44:40 -0400

Pending: 8
Oldest: 2023-03-14 05:47:52 -0400
Newest: 2023-03-17 23:45:27 -0400


### Smart Coupons related settings ###

Number of coupons to show: 5
Number of characters in auto-generated coupon code: 
Valid order status for auto-generating coupon: replacement-reque
expedited-order
autoship-order
baking-next
completed
processing
replacement-sent
xps

Include tax in the amount of the generated gift card: no
Deduct credit/gift before doing tax calculations: no
Gift Card discount is inclusive of tax: no
Automatic deletion: no
Coupon emails: yes
Printing coupons: yes
Sell gift cards at less price?: no
Use gift card applied in first subscription order for subsequent renewals until credit reaches zero: yes
Renewal orders should not generate coupons even when they include a product that issues coupons: no
Allow sending of coupons to others: yes
Allow schedule sending of coupons?: no
Combine emails: no
Auto generated coupon email: yes
Combined auto generated coupons email: no
Acknowledgement email: yes
Enable taxes: yes
Prices entered with tax: no
Rounding: no
Display prices in the shop: excl
Display prices during cart and checkout: excl
Display tax totals: itemized
Enable the use of coupon codes: yes
Calculate coupon discounts sequentially: no
Account endpoints > Coupons: wc-smart-coupons

### Status report information ###

Generated at: 2023-03-14 05:48:38 -04:00
`

Hi,

I can see 2 plugins installed related to coupons, if you temporarily disable them, does the issue persist?

Can you navigate to your site error log found under WooCommerce > System Status > Logs? And let us know what are the errors visible on there?

Looking forward to hearing from you.

Hi, there are no errors in the logs. We can’t disable those coupon plugins, they are vital to the business.

The issue is very rare and not repeatable

Under which condition might this happen? I cant see how interrupting the order flow would change the order status, must be happening after checkout.

Hi,

Thanks for your response.

Upon checking the system status report, I can see the following:

Please note that the plugin WooCommerce PayPal Checkout Gateway is not supported anymore, we recommend switching to WooCommerce Paypal Payments.

I’d recommend to create a staging site, you can use the WP Staging for this purpose. The goal here is to do not touch the production site. Then you can perform a full conflict test to help you to identify the cause of the issue.

Let us know if there are any questions.

Hi @kattouf ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – feel free to create a new topic? should you need any further help.

Cheers!