Order missing on Woocommerce

Hi @patrabharati

Thanks for reaching out!

I understand that a particular order has been successfully paid on PayU, however, it is not showing under WooCommerce > Orders and no Order Confirmation Email was generated, correct?

Have you tried to replicate the same missing order on your site using the same payment gateway and see if you’re able to reproduce the issue here?

If so, then there could be a conflicting element on your site which causes this.

Please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create the same order and see if the order is created under WooCommerce > Orders and the Order Confirmation Email was sent to the customer?

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 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.

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,

Thanks so much for the revert! Yes, we are getting orders before and after the one in question without any issue. That is, there is only 1 payment gateway (PayU) so all orders are paid through that. This is just one stray order which happened to be missing from WooCommerce. I could share the screenshots of the Woocommerce dashboard and PayU dashboard but that would publicly expose the email id of the customer. If there is a way I could privately send it to you for better understanding , let me know. There is no fatal log error . Pasting the status report below. Thanks again

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Site address (URL): https://www.patrabharati.com

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Hi @patrabharati

Thanks for your confirmation that there is only one payment gateway on your site.

As mentioned above, have you tried to replicate the same missing order on your site and see if you’re able to reproduce the issue of missing order here?

If so, then please follow the steps I suggested above to run a full conflict test to verify if this is caused by a conflicting element on your site.

Let us know how it goes!

Hi,

Yes we did try to replicate the order and there was no issue. So there is no way for us to determine the presence of conflicting elements. As I said, it is just 1 order out of many.

Hi @patrabharati

Thanks for your confirmation that you were able to replicate the scenario of the missing order, however, you are unable to reproduce the issue on your end.

Have you tried to reach out to the customer of the missing order and ask them the steps they did and see if we can gather some inputs that would be relevant in our investigation here?

If you could also ask them to make a repeat order again and see if they can reproduce a missing order again?

Hi @patrabharati ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – feel free to create a new topic? should you need any further help.

Cheers!

Hello. I’m having the same issue with a missing order.

Hi @husseinswaleh ,

I understand that you are experiencing the same issue.

Since each site setup differs, and in order to align with?forum best practices, please can you?start your own topic?so that we can address your issue(s) separately.

Thanks!