Order missing in front-end and back-end

Hi @xinyao123

Thank you for reaching out — we’re happy to help!

a customer has created an order, but now the order is missing in his order history page. After I checked in the admin woo order page, his order is missing in our record as well.

From what I gather, the customer could not find their order at their My account > Orders section (documentation linked here, for reference), while the order also can not be found in the Orders Overview screen, when a store manager or administrator searches (documentation linked here, for reference). Am I getting this?

Has the customer placed other orders, or this would be their only one? In case they have placed other orders, can they be found, or otherwise?

Is this the first time this happened? Is there an external system connected to your WooCommerce store (like an ERP, or CRM)? How about backups of the store – are there any available?

What records are there, that the order was placed, in the first place?

Could you please provide us with a screenshot, so that we can see what you are describing?

If you don’t already have a screenshot service installed, https://snipboard.io is a good option — for uploading it there, and sharing the link here afterward.
There is also a walkthrough guide here: https://en.support.wordpress.com/make-a-screenshot/

I hope this helps! We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

Hi @anastas10s

Thanks for your response, please see my reply below:

From what I gather, the customer could not find their order at their?My account > Orders?section (documentation linked here, for reference), while the order also can not be found in the?Orders Overview?screen, when a store manager or administrator searches (documentation linked here, for reference). Am I getting this?

Yes.

Has the customer placed other orders, or this would be their only one? In case they have placed other orders, can they be found, or otherwise?

This order was the only one.

Is this the first time this happened? Is there an external system connected to your WooCommerce store (like an?ERP, or?CRM)? How about backups of the store – are there any available?

Not the first time, my other websites have had the same issue occur before. No external system is connected. Have backup entire website application in the cloudways.

What records are there, that the order was placed, in the first place?

We will receive an email notification when a new order created.

Could you please provide us with a screenshot, so that we can see what you are describing?

Image links: https://snipboard.io/s4lR6r.jpg, https://snipboard.io/l9hapq.jpg, https://snipboard.io/sHdkwY.jpg. You can compare the second and third screenshot to see the differences.

Thanks and Best Regards.

Hey, @xinyao123!

Thank you for the clarification and screenshots.

It seems you have a plugin that affects the orders, correct? There’s a “package is ready” section on the order pages. Did you use this plugin on all the sites that had this issue?
If you deactivate it, does the order show up?

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29

Thanks for following up on this issue, please see my reply below:

It seems you have a plugin that affects the orders, correct? There’s a “package is ready” section on the order pages. Did you use this plugin on all the sites that had this issue?
If you deactivate it, does the order show up?

Yes, I had used this plugin on all the sites. And after I deactivate it, the order didn’t show up.

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.

Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.

Here is the GitHub link that included the System status report & Fatal error log: https://gist.github.com/xinyao505/fb33b028d5d0fb1c62e44b952c00be83

Hope this info can help for troubleshooting the issue.

Thanks, and Best Regards.

• This reply was modified 8 months, 3 weeks ago by xinyao123.

Hello xinyao123

Thank you for your reply.

Could you tell me what is the name of the plugin that adds the “package is ready” feature?
A link to the plugin page will be helpful.

At this point, we do not have enough information to diagnose this issue and find out what caused it.
You mentioned this has happened on another site.
Could share details about that order from the other site?
It would help in understanding the cause of the problem.

I look forward to your reply. ??

Best regards.

Hi @doublezed2

Could you tell me what is the name of the plugin that adds the “package is ready” feature?
A link to the plugin page will be helpful.

The plugin is Delyva. Link: Delyva Plugin — WordPress.com.

Could share details about that order from the other site?

My other website is jabraonline.com.my, one of the missing orders is #41370, image link: https://snipboard.io/tHG1pb.jpg, https://snipboard.io/INDY0x.jpg, https://snipboard.io/t5HVew.jpg, https://snipboard.io/K1XuPJ.jpg.

Hope this would help you.

Thank you.

Hey, @xinyao123!

Thanks for the information.

Just to confirm, have you checked the Trash tab on the orders page?

The fatal error you shared is regarding a conflict with the cache plugin you have. It is possible that the caching plugin might be interfering with this. Can you please deactivate it and check if the issue persists?

If it does, can you please check if you are able to see the order and the status of the order inside the?wp_posts?table in the?post_status?field on the database.

Please let us know how it goes or if you have any questions on how to proceed.

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29

Just to confirm, have you checked the Trash tab on the orders page?

We don’t have the Trash tab on the orders page. Screenshot.

The fatal error you shared is regarding a conflict with the cache plugin you have. It is possible that the caching plugin might be interfering with this. Can you please deactivate it and check if the issue persists?

We had used two cache plugins which are the breeze and object cache pro, and after I deactivate the plugins, the issue still persists.

If it does, can you please check if you are able to see the order and the status of the order inside the?wp_posts?table in the?post_status?field on the database.

On the database, I am able to see the order and the status (https://snipboard.io/qAeWhV.jpg), and I found that if the order with status: wc-ready-to-collect, the order will disappear in our site admin Order Overview during comparison. (https://snipboard.io/sWvKid.jpg)

Hope the above information can help to solve my issue.

Thank you.

Hello xinyao123,

Thank you for your reply.

I understand that orders with the status “wc-ready-to-collect” are not appearing in the site admin.
This is happening because this status is a custom status and not part of core WooCommerce.

Here is a list of Order Status in the WooCommerce.
https://woocommerce.com/document/managing-orders/order-statuses/#section-1

I think this custom order status is added by the Delyva plugin.
Please note that this plugin hasn’t been tested with the latest 3 major releases of WordPress.

Could you contact the plugin support and ask them about the issue?
Their insights might help resolve the issue.

Looking forward to your response. ??

Best regards.

Hi @doublezed2,

Thank you for your response.

Could you contact the plugin support and ask them about the issue?
Their insights might help resolve the issue.

I’ve already created a new topic at the plugin support to ask for assistance from Delyva, it has been two days, and nobody has replied to my question since I made the topic.

Therefore, may I know any solution from your side that can help to fix the issue? Because even if I uninstalled the Delyva plugin, the disappeared order was not restored in my Order Overview.

Thank you for your assistance.

Best regards.

Hello xinyao123

Thank you for your reply.

I understand that you are still waiting for your reply from Delyva support.
If they do not reply at all, then I suggest contacting support at https://delyva.com and informing them of the plugin issue. They might ask the plugin author to respond to you.

If you disable the plugin now, it will not restore previous orders.
However, you could check if the problem persists with new orders when the Delvya plugin is disabled.

Looking forward to your response. ??

Best regards.