Multiple orders from same customer placed on same timestamp

Hi @tjwang

Thanks for reaching out!

I understand that there are some orders that were placed from the same customer on the same timestamp, is that correct?

Can you please check if there are any patterns to these orders? Like, same product type, same categories, same payment gateway, etc.

If you could also provide a screenshot of the Order Notes for these orders as well.

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

Furthermore, I’d like to understand your site properly, can you please share your System Status Report, that will help us further troubleshoot.

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 into your reply here.

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

That’s correct.
They appear to be “normal” order until we try to Complete/capture the payment, at which point it fails. I just had another case, two orders that appear as “Processing”, but looking at transaction details I already know they will fail as they are missing an order ID from the payment provider.

I don’t see any clear pattern:
– Some orders have one book, some have multiple
– Most are in our main category “Book”, but some are also in “Book bundle”.
– The payment solutions also vary between two options at checkout (Klarna and Vipps) and express checkout (Vipps).

I get no fatal errors, and as previously mentioned, the orders do not show up in the payment solution logs either.

Payment ID missing (even for Processing order)
https://snipboard.io/CDAzUG.jpg

On Hold-orders (after failing to capture/complete)
https://snipboard.io/05Gsmu.jpg
Here the orders with same customer also has the same time stamp.

What happens when I try to complete/capture these orders:
https://snipboard.io/DY1VhB.jpg

No fatal errors on these dates.

System report

### WordPress Environment ###

WordPress address (URL): https://pokket.no
Site address (URL): https://pokket.no
WC Version: 7.1.0
REST API Version: ? 7.1.0
WC Blocks Version: ? 8.7.5
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: ? 6.0.3 – There is a newer version of WordPress available (6.1)
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: nb_NO
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.25
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: –
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Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

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WC Database Prefix: wp_
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Database Index Size: 30.90MB
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### Post Type Counts ###

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### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (27) ###

Admin Columns Pro – Advanced Custom Fields (ACF): by AdminColumns.com – 3.0.4
Admin Columns Pro – WooCommerce: by AdminColumns.com – 3.7.3
Admin Columns Pro: by AdminColumns.com – 5.7.4
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Fluent Forms Pro Add On Pack: by Fluent Forms – 4.3.21
MonsterInsights – eCommerce Addon: by MonsterInsights Team – 8.3.8
MonsterInsights Pro: by MonsterInsights – 8.10.1
Make, formerly Integromat Connector: by Celonis s.r.o. – 1.5.4
Jetpack: by Automattic – 11.5.1
Klarna Order Management for WooCommerce: by klarna
krokedil – 1.7.0

Klarna Payments for WooCommerce: by krokedil
klarna
automattic – 2.12.1

Klaviyo: by Klaviyo
Inc. – 3.0.4

Loco Translate: by Tim Whitlock – 2.6.3
MarketKing Core: by WebWizards – 1.4.27
MonsterInsights – Dimensions Addon: by MonsterInsights Team – 2.0.5
MonsterInsights – Page Insights Addon: by MonsterInsights Team – 1.5.1
Redirection: by John Godley – 5.3.5
User Switching: by John Blackbourn & contributors – 1.7.0
Checkout with Vipps for WooCommerce: by WP Hosting – 1.11.7
Advanced Order Export For WooCommerce (Pro): by AlgolPlus – 3.2.2
WooCommerce: by Automattic – 7.1.0
WP Pusher: by WP Pusher – 3.0.13
YITH WooCommerce Product Add-ons & Extra Options: by YITH – 2.15.0

### Inactive Plugins (24) ###

Akismet Anti-Spam: by Automattic – 5.0.1
All in One SEO: by All in One SEO Team – 4.2.7.1
Code Snippets: by Code Snippets Pro – 3.2.1
Contact Form 7: by Takayuki Miyoshi – 5.6.4
CookieYes | GDPR Cookie Consent: by CookieYes – 3.0.5
Enable Media Replace: by ShortPixel – 4.0.0
Facebook for WooCommerce: by Facebook – 2.6.30
Featured Image Plus: by Krasen Slavov – 1.3
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.10.1
GTM4WP: by Thomas Geiger – 1.16.1
Highways Sync for Intercom: by Highways.io – 1.1.6
LightStart – Maintenance Mode, Coming Soon and Landing Page Builder: by Themeisle – 2.6.1
MonsterInsights – Forms Tracking Addon: by MonsterInsights Team – 2.2.4
MonsterInsights – Google Optimize Addon: by MonsterInsights Team – 1.5.0
Otter – Page Builder Blocks & Extensions for Gutenberg: by ThemeIsle – 2.1.3
Placid Social Images: by Placid.app – 1.6.4
QR Code Woocommerce: by Gangesh Matta – 2.0.5
Regenerate Thumbnails: by Alex Mills (Viper007Bond) – 3.1.5
Simple CSV/XLS Exporter: by Shambix – 1.5.8
Site Kit by Google: by Google – 1.87.0
Vipps Recurring Payments Gateway for WooCommerce: by Everyday AS – 1.14.7
WooCommerce Subscriptions: by WooCommerce – 4.0.2 (update to version 4.6.0 is available)
WordPress Importer: by wordpressdotorg – 0.8
WP All Export: by Soflyy – 1.3.7

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (5) ###

Force Strong Passwords – WPE Edition: by Jason Cosper – 1.8.0
WP Engine Cache Plugin: by WP Engine – 1.1.0
WP Engine Seamless Login Plugin: by WP Engine – 1.6.0
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

### Settings ###

API Enabled: –
Force SSL: –
Currency: NOK (kr)
Currency Position: left_space
Thousand Separator:
Decimal Separator: ,
Number of Decimals: 0
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

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: ?
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #1320 – /shop/
Cart: #1321 – /cart/
Checkout: #1322 – /checkout/
My account: #1323 – /my-account/
Terms and conditions: #175 – /kjopsvilkar/

### Theme ###

Name: Pokket
Version: 27.4
Author URL:
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Archive Template: Your theme has a woocommerce.php file
you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

Overrides: pokket/woocommerce/archive-product.php
pokket/woocommerce/content-single-product.php
pokket/single-product.php version – is out of date. The core version is 1.6.4

Outdated Templates: ?

Learn how to update

### Klarna Payments Request Log ###

2022-11-13 17:17:33: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”76fc7357-0187-4522-8d77-19f727f4e073\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:17:22: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”1745dce6-f11b-49b9-9920-9c960001215d\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:17:22: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”af264886-7013-4f3d-a9f8-f9bf4f797719\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:53: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”e67554b2-1046-4013-acd2-b4eddf1805fb\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:53: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”f2f9c6a3-3afa-4adf-987c-b6fa0f14ab8f\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:50: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”7bd92423-e586-439f-9292-fd0364e95eb8\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:50: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”1f75f16c-853a-4652-8378-308368482069\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:50: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”85327b18-ca30-4f7d-b048-1fbccca92d14\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-13 17:16:49: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”857cfaa4-f906-4df1-9679-534e0b7dab7a\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 18:02:08: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”931e3bb6-b656-47e9-907b-bfa86e383d75\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 18:02:08: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”0f85c585-70a5-4f89-b64f-f9ffee1bc14a\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 16:20:46: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”3346cfc8-76c5-43ed-8183-ba9fb38db7f5\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 16:20:46: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”f5f6a0ee-87eb-4d60-a559-361fe990705c\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 14:11:06: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”21abde33-9157-4a38-93d6-5b3693fe725a\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

2022-11-11 14:11:05: KP Create Session
Response code: 400
Response message: {“headers”:[],”body”:”{\n \”error_code\” : \”BAD_VALUE\”,\n \”error_messages\” : [ \”Bad value: order_amount\” ],\n \”correlation_id\” : \”8ce12146-64d1-407d-b7dd-2659997a44f6\”\n}”,”response”:{“code”:400,”message”:”Bad Request”},”cookies”:[],”filename”:null,”http_response”:{“data”:null,”headers”:null,”status”:null}}
Correlation ID:

### Klarna Countries ###

Production Countries: NO
Test Countries: No countries selected

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
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onboarding
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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
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-11-15 10:57:44 +01:00
Options: ?
Notes: 87
Onboarding: completed

### Action Scheduler ###

Complete: 6,498
Oldest: 2022-10-15 11:14:40 +0200
Newest: 2022-11-15 09:34:03 +0100

Failed: 3
Oldest: 2022-05-11 15:25:03 +0200
Newest: 2022-05-11 15:25:03 +0200

Pending: 5
Oldest: 2022-11-15 12:17:52 +0100
Newest: 2022-11-18 09:04:31 +0100

### Status report information ###

Generated at: 2022-11-15 09:34:07 +01:00
`

Hi there,

I see you are using our MarketKing multi-vendor plugin. It may be related to the issue you’re describing.

In MarketKing, when a customer places an order with products belonging to multiple vendors, that order will be split into multiple sub-orders.

What would happen is that the main order would be processed and paid normally, and afterwards, it would be split, so that each vendor can handle their part of the order with their products (each suborder would have the products of that vendor).

The payment would/should normally only be done for the “Composite orders” (the main order containing the suborders): https://prnt.sc/cuWC-2rQzkdr

I don’t know the exact details of what the issue you are having is, or if it’s even related, but I thought I should mention the above.