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Resolved mayank29gupta
(@mayank29gupta)

1 year, 11 months ago

I need a resolution for this issue with duplicate orders that I am facing for a long time. Sometimes customer leaves the order is between because he/she forgot to apply code or had to remove or add some other product too. As a result, woocommerce creates a new order when checked out. Problem is that since a large number of products on my website have only 1 quantity, the order doesnt go through as the unit is being hold by the previous pending order.

I have to manually cancel the previous order to let customer complete fresh order. Is it possible to make sure that any changes that customer makes apply to existing order and it shouldn’t create a new order?

I lose a lot of customers due to this. Since I am not always online to manually cancel orders, customers leave and usually don’t come back as they think the website has some bugs.

Viewing 11 replies - 1 through 11 (of 11 total)

(@xue28)

Thanks for reaching out!

I understand that customers are leaving their orders incomplete, which results in a new order being created when they return to checkout. This can cause problems, especially when you have unique products with limited stock, is this correct?

Sometimes customer leaves the order is between because he/she forgot to apply code or had to remove or add some other product too. As a result, woocommerce creates a new order when checked out.

I am quite confused about this scenario on your site. You mentioned that customers leaves the order, however, they still check out afterwards?

To better picture what you are referring to here, can you please share with us a clear screenshot of what you see on your end so that we could address you more effectively?

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

If you could also provide us with the step-by-step procedures for us to replicate the scenario on our end so that we could check this further?

Additionally, for us to investigate your issue further, 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!

Thread Starter

mayank29gupta

(@mayank29gupta)

1 year, 11 months ago

Hello @xue28 sorry for confusion. I have this discount coupon for orders above a certain amount. Frequently customer forget to apply the coupon and proceed to checkout, they realise it then leave the order incomplete, go back to their cart, apply the coupon and then attempt checkout again. This unfortunately triggers a new order. Since there is usually only one stock, they get error that not enough units are available for this product.

Another very frequent issue is that customer add 3-4 products and then proceed to checkout only to go back and remove 1-2 product from cart or sometimes add 1-2 more. This also triggers a new order and they get error for some books that there is not enough units available.

It happens so frequently now that it affects my business especially with new customers who think the website has some bugs and cannot complete checkout.

WordPress Environment

WordPress address (URL): https://oldbookdepot.in
Site address (URL): https://oldbookdepot.in
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Post Type Counts

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Hide errors from visitors: ?</img>

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Settings

API Enabled: ?</img>
Force SSL: –
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Theme

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Disabled Features: minified-js
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Daily Cron: ?</img> Next scheduled: 2022-10-15 06:40:07 +05:30
Options: ?</img>
Notes: 21
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Action Scheduler

Canceled: 2
Oldest: 2023-04-10 15:44:43 +0530
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Complete: 10,590
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Tuesday: ?</img>
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Friday: ?</img>
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Status report information

Generated at: 2023-04-13 11:44:20 +05:30
`

Beauty of Code (woo-hc)

(@beautyofcode)

1 year, 11 months ago

Hi @mayank29gupta ,

I understand that it can be frustrating for customers to forget to apply a discount coupon and then have to go back to their cart to apply it.

To help prevent this issue, you can have a look at the
Cart Discounts for WooCommerce extension which includes the feature to automatically apply a coupon to their cart based on the conditions met, and what makes this even better, is a popup appears when this has occurred ??

You can read more about this, and other awesome features of this extension, on the Cart Discounts for WooCommerce extension page.

WooCommerce.com offers a 30-day refund policy which you can take advantage of, allowing you to test the extension, and make sure that it is what you are looking for.

Should you have any pre-sales related questions, kindly contact us directly at WooCommerce.com > My Account > Support. You will need to create an account if you do not have one already.

Another very frequent issue is that customer add 3-4 products and then proceed to checkout only to go back and remove 1-2 product from cart or sometimes add 1-2 more. This also triggers a new order and they get error for some books that there is not enough units available

I have created a few test products with stock set to 1 and followed the steps on my test site to try and reproduce the issue. However I am unable to reproduce this as the session/order remains the same.

For clarity, when you say a new order is triggered, do you mean that their cart is emptied once they have updated the cart by either adding or removing products?

Once we have more clarity on what you are experiencing on your end, we’ll be able to assist you more effectively.

Cheers!

Thread Starter

mayank29gupta

(@mayank29gupta)

1 year, 11 months ago

Hello @beautyofcode thanks for the reply. I have added couple of screenshots to better explain.

View post on imgur.com

In the first image you will see that customer created order with one product and didn’t complete the payment because he decided to add more products.

So he added a couple of more products to cart and started checkout again but this generated a new order instead which shows this error.

Not enough units of Madame Bovary by Gustave Flaubert (Penguin Classics) are available in stock to fulfil this order.

This happened because there was only one copy of madame bovary and woocommerce created two orders as you can see in screenshots.

Same thing happens when customer forgets to apply coupon later as it also generates a new order

xue28 (woo-hc)

(@xue28)

1 year, 11 months ago

Hi @mayank29gupta

Thank you for providing further information about your issue here.

In the first image you will see that customer created order with one product and didn’t complete the payment because he decided to add more products.

When a customer starts the checkout process but doesn’t complete it, WooCommerce will still create an order in the system with a Pending Payment status. If the customer decides to add more products and starts the checkout process again, a new order will be generated. This is the intended behavior of WooCommerce to keep track of abandoned carts and potential sales.

So he added a couple of more products to cart and started checkout again but this generated a new order instead which shows this error.

Not enough units of Madame Bovary by Gustave Flaubert (Penguin Classics) are available in stock to fulfil this order.

This happened because there was only one copy of madame bovary and woocommerce created two orders as you can see in screenshots.

In this case, the error message appears because the first order still holds the stock for that item. Since there’s only one copy of Madame Bovary in stock, the system prevents the customer from adding more than one copy to their cart.

You can enable the Hold Stock option under WooCommerce > Settings > Products > Inventory and set the x minutes to hold stock (for unpaid orders). When this limit is reached, the pending order will be cancelled.

Same thing happens when customer forgets to apply coupon later as it also generates a new order

Regarding the issue with coupons, if a customer forgets to apply a coupon and starts the checkout process again, it will generate a new order as well.

You can also install a plugin that allows customers to apply coupons during the checkout process. Checking our marketplace, I found the premium plugin, WooCommerce Smart Coupons which provides an option for customers to apply a coupon code directly on the checkout page.

Should you have further presales inquiries about this plugin, please open a support request for us to address you more effectively.

Hope this helps!

Thread Starter

mayank29gupta

(@mayank29gupta)

1 year, 11 months ago

Hello @xue28 thanks for the reply. I have already tried using minutes to hold stock (for unpaid orders). Didn’t work out. It seems there is no way to fix it. Thanks for the help.

Saif

(@babylon1999)

1 year, 11 months ago

Hello @mayank29gupta,

Hello @xue28 thanks for the reply. I have already tried using minutes to hold stock (for unpaid orders). Didn’t work out. It seems there is no way to fix it. Thanks for the help.

I understand your frustration at this point. Just to clarify, when a customer lands on the checkout page, a new order will be created regardless of whether they place the order or not.

I attempted to replicate the issue on my test site; however, the order is only created when I complete the checkout process.

This type of issue is typically caused by a conflict with your theme or another plugin.

The best way to determine this is to:

Temporarily switch your theme to Storefront
Disable all plugins except for WooCommerce
Repeat the action that is causing the problem

If you’re not comfortable doing all of this on the live version of your site, you can create a staging environment using WP-STAGING.

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!

Thread Starter

mayank29gupta

(@mayank29gupta)

1 year, 11 months ago

Hello @babylon1999 thanks for the reply. New order is actually generated once the customer selects a payment gateway on checkout page and clicks on Place Order button which redirects customer to payment page of gateway.

I dont think woocommerce is at fault here at all. Its just customer behavior and I was hoping to find some solution. One idea was to disable checkout for customers if they have a pending order and redirect them to orders tab in accounts setting. However this won’t work for guest user.

The other idea was to use some custom code which would check for pending order from customer and cancel it before proceeding to checkout or when clicked on Place Order button, but I don’t think there is any code to achieve it.

Saif

(@babylon1999)

1 year, 11 months ago

Thank you for the clarification. In that case, I suggest you get in touch with the payment gateway you’re using, their team might already have a workaround for this behaviour.

You can get in touch with RazorPay’s support from here: https://razorpay.com/support/#request

Cheers!

Thread Starter

mayank29gupta

(@mayank29gupta)

1 year, 11 months ago

Hello @babylon1999 thanks for the reply. I already spoke to them but since its default behavior of woocommerce they were unable to do anything. As a result I started looking into some custom code that would help me out. This code below should release stock if order is pending and customer visits his cart again. The idea is that if customer doesn’t complete order, and decides to go back to make modification, this code should immediately release the stock. Would love your input on this.

add_action( 'woocommerce_before_cart', 'release_held_stock_quantity' );
add_action( 'woocommerce_before_checkout_form', 'release_held_stock_quantity' );

function release_held_stock_quantity() {
    // Get the product IDs in the cart or checkout
    $product_ids = array();
    foreach ( WC()->cart->get_cart() as $cart_item ) {
        $product_ids[] = $cart_item['product_id'];
    }

    // Check if any of the products are in pending orders
    foreach ( $product_ids as $product_id ) {
        $pending_orders = wc_get_orders( array(
            'status' => 'pending',
            'type'   => 'shop_order',
            'limit'  => -1,
            'meta_query' => array(
                'relation' => 'AND',
                array(
                    'key' => '_customer_user',
                    'value' => get_current_user_id(),
                    'compare' => '=',
                ),
                array(
                    'key' => '_hold_stock_product_id',
                    'value' => $product_id,
                    'compare' => '=',
                ),
            ),
        ) );

        // Release the held stock quantity for the product in the pending order
        foreach ( $pending_orders as $pending_order ) {
            $order_items = $pending_order->get_items();
            foreach ( $order_items as $order_item ) {
                if ( $order_item->get_product_id() == $product_id ) {
                    $product = wc_get_product( $product_id );
                    $product_stock_quantity = $product->get_stock_quantity();
                    $order_item_quantity = $order_item->get_quantity();
                    $new_stock_quantity = $product_stock_quantity + $order_item_quantity;
                    $product->set_stock_quantity( $new_stock_quantity );
                    $product->save();
                    $order_item->set_meta_data( '_hold_stock_released', true );
                    $order_item->save();
                }
            }
        }
    }
}

This reply was modified 1 year, 11 months ago by mayank29gupta.

xue28 (woo-hc)

(@xue28)

1 year, 11 months ago

Hi @mayank29gupta

Thanks for sharing further information about your issue here.

I understand that you are using the code snippet above that would release stock if order is pending and customer visits his cart again.

Kindly be informed that custom coding is not something we can assist with directly. However, I’ll keep this thread open for a bit to see if anyone from the community can lend a hand.

If you have any other questions related to development or custom coding, don’t hesitate to reach out to some of the great resources we have available for support. The WooCommerce community is filled with talented open-source developers, and many of them are active on the channels listed below:

WooCommerce Developer Resources Portal
WooCommerce Advanced Facebook group
WooCommerce Developer Slack Channel
Hire a WooCommerce Expert

Hope this helps!

Viewing 11 replies - 1 through 11 (of 11 total)

The topic ‘How To Prevent Duplicate Orders’ is closed to new replies.