I cannot see FAILED ORDERS in WooCommerce

Hi there @tallmale ??

Thank you for reaching out!

For some reason I cannot see any failed orders in my WooCommerce orders page.

Thank you for your patience! We are experiencing an unusually high volume of support requests at the moment, and that has affected our response times.

From what I gather, you are not seeing failed orders in the screen at WooCommerce > Orders at your WooCommerce site. Correct?

Kindly note that the Failed order status is dependent on the Payment Gateway(s) set up at your WooCommerce site. For reference, I am linking the related documentation page here.

To help you further, I’d like to understand more about your setup.

Could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select Get system report and then Copy for support.

Once you’ve done that, you can paste it here or into our https://Quickforget.com service and send that secret link here.

We await your response to better assist you.

https://quickforget.com/s/82c21a3bbe77eb48f6d417b3a3a2338a08a488766d24bf4b

Hi there @tallmale

Could you please make sure the QuickForget contents do not expire for say a week, as I wasn’t able to view them at the moment of writing this.

Thanks!

Hi Pepe.

I have uploaded it again for 7 days.

https://quickforget.com/s/50a3dcd285ed3488aa65557f3010535cc0d594a2eeaded26

Yeah, that link forgot it already. Quickforget is weird.

@tallmale Can I recommend the following instead? Just as a suggestion?

1. Go to pastebin.com and create a free account there. Or gist.github.com as that works too. Gist may be better for you.
2. While logged into whatever site you choose, create that paste.
3. Reply back here and await confirmation that the support person got it.
4. Deleted the content on 3rd party site as you see fit.

Hi Jan,

I have added it on Pastebin.com as you have suggested.

https://pastebin.com/D2FggvTJ

Many thanks.

@tallmale the site’s System Status Report (SSR) reveals that the WooCommerce database version is not the same as that of the plugin. For reference:

• WC Version: 7.9.0
• WC Database Version: 6.2.1

My recommendation is to go ahead with updating the WooCommerce database to the same (7.9.0) version, using the dedicated button found in the screen at?WooCommerce > Status > Tools, and see how that goes.

Looking forward to your response, cheers!

Thank you for chiming-in @jdembowski !

Hi Pepe,

Thanks for this information. Is there any risk updating the database to the same version of the plugin?

Many thanks

Howdy @tallmale

Is there any risk updating the database to the same version of the plugin?

To the contrary, I’d say that it is required, instead. That said, always make sure there is a recent backup available, in case things go south for any reason.

My recommendation would be to consider Jetpack Backups. Even if you have backups through your host, they are often laborious and technically complex to restore, so we built a one-click option that does it for you.

I hope this is helpful! Please let us know if you have any further questions or concerns.

Hi Pepe thank you very much for all your help with this. It is very much appreciated.

Hi Pepe,

I updated the WooCommerce database first on the Staging website. I am looking at the orders page. Should it now show all the past failed orders? Or will it only show failed orders from now on?

Many thanks

Howdy @tallmale

Hi Pepe thank you very much for all your help with this. It is very much appreciated.

You are welcome, thank you for the kind words.

I updated the WooCommerce database first on the Staging website. I am looking at the orders page. Should it now show all the past failed orders? Or will it only show failed orders from now on?

Just to clarify, for an order to be marked as failed, it is because its payment failed or was declined (unpaid) or requires authentication (SCA). Note that this status may not show immediately and instead show as?Pending?until verified (e.g., PayPal).

In the site’s System Status Report (SSR), I can see the WooCommerce Stripe Gateway plugin active. Feel free to enable test mode for it, at your staging site, and test with card numbers for declined payments (document from Stripe’s documentation).

Having error logging, as step 11 outlines here, will be useful also.

Let us know how that goes.

It’s been a while since you responded, so I’m marking this as resolved – we’ll be here if/when you need us.