Order Details Number of Product and Price Doesn’t Match

Hi @marco1995 ,

I understand that you are experiencing issues with the item pricing not displaying correctly on the order details page, where the total price is always correct, however, the quantity is incorrect.

You mentioned everything updating on your site a month prior to experiencing this issue, however, do you recall any changes being made to the site, such as theme or template changes/customizations or custom code being added to the site?

Also, please clarify the following:

• Does this happen with all products or only specific products?
• If the latter, are there any similarities with the orders that experience this issue?
• Does this happen when all payment methods/gateways are used or only specific payment methods/gateways?

Additionally, please can you share a copy of your sites System Status Report so that we can have a better understanding of your sites current environment.

You can find this via WooCommerce?→?Status. Select?Get system report?and then?Copy for support.

Once you have this, please share the results here.

Cheers!

Hy Roxy and thanks for your answer.

About this “theme or template changes/customizations or custom code being added to the site?”, we didn‘t made any change on theme, template or code.

• Does this happen with all products or only specific products?
  No, it happens only on some products
• If the latter, are there any similarities with the orders that experience this issue?
  No, it seems to appear in several orders without a pattern
• Does this happen when all payment methods/gateways are used or only specific payment methods/gateways?
  We have only one possible Payment Method, with Card.

Something strange i noticed is that on the products report appears some details unrelated to the order in question as:
https://ibb.co/6D6Zr55

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Hi @marco1995 ,

Thanks for clarifying!

Can you try temporarily enabling Cash on Delivery (COD) as a payment method and then place a test order for a product that is exhibiting this behavior, selecting COD as the payment method, and then see if the results are the same?

If so, I’d suggest performing a full conflict test to rule out any theme/plugin conflicts that may be causing the issue.

To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.

If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.

If you don’t want to test on your live site, then create a staging site using a plugin called WP Staging.

Let us know how this goes!

Hi there, with COD orders we tried yet, but this error appear randomly and not in all orders.. so we cannot be shure about the payment method connected to this error.

We yet tried every suggestion, from plugin deactivation to theme change, but nothing seems work.

You don’t have any suggestion from the system report? any way to solve this error or possible cause?

Hi @marco1995

As mentioned by @beautyofcode above and for us to investigate this further, please try to switch to the default Storefront theme and only WooCommerce plugin is enabled. Then, try to replicate the issue by creating a test order purchasing the products on your sample screenshots above using Cash on Delivery (COD) and see if the issue has been resolved.

If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

If this did not resolve the issue, please 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.

Let us know how it goes!

Hi @marco1995 ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if you need any further help with this.

Cheers!