Order not showing in dashboard

Hi there,

From what I understand, you have received an email for an order on your site. However, when clicking the link within that email to view the order, you do not see that order displayed within your site’s dashboard.

Could you let us know what details the email you have received contains?

• What is the order number in the email vs the order number you see for the order on your site.
• ?Is the email you’ve received from the same customer and for the same product as the order you see on your site, or for a different order
• ?What are the order numbers you see in the email vs the order number you see on the site.

Could you please send us a copy of your site’s System Status? You can find this report by navigation to WooCommerce > Status on your website. Select Get system report and then Copy for support.

Once you’ve done that, can you then paste the contents of the report into your next response for us?
Please remove any sensitive information before posting your system status report.
When we have some more information, we’ll gladly offer any guidance we can.

Hello there,

I have recived the order email but I can’t see the order details on the woocommerce dashboard because the order had the same #ID of a previous order (2 orders with id #10499), so when I click on the order details of course it goes to the previous order with the same id

Is the email you’ve received from the same customer and for the same product as the order you see on your site, or for a different order

Not at all, 2 orders, 2 different customers, 2 different payments registered on Stripe, 2 different addresses, 2 order email confirmations, 1 order ID

What are the order numbers you see in the email vs the order number you see on the site.

The 2 orders have the same id #10499 so on the site I only see the first one

The issue is related to the order ID, a second order has taken the same ID of the order before, reason why I don’t have this second order on the orders dashboard, luckly I got the email

System report

` WordPress Environment

WordPress address (URL): https://www.outletelettrico.it<br>Site address (URL): https://www.outletelettrico.it<br>WC Version: 8.3.1<br>REST API Version: ? 8.3.1<br>WC Blocks Version: ? 11.4.9<br>Action Scheduler Version: ? 3.6.4<br>Log Directory Writable: ?<br>WP Version: 6.4.2<br>WP Multisite: –<br>WP Memory Limit: 256 MB<br>WP Debug Mode: –<br>WP Cron: ?<br>Language: it_IT<br>External object cache: – Server Environment

Server Info: Apache<br>PHP Version: 7.4.33<br>PHP Post Max Size: 40 MB<br>PHP Time Limit: 60<br>PHP Max Input Vars: 10000<br>cURL Version: 7.74.0<br>OpenSSL/1.1.1w

SUHOSIN Installed: –<br>MySQL Version: 5.5.5-10.5.21-MariaDB-0+deb11u1<br>Max Upload Size: 40 MB<br>Default Timezone is UTC: ?<br>fsockopen/cURL: ?<br>SoapClient: ?<br>DOMDocument: ?<br>GZip: ?<br>Multibyte String: ?<br>Remote Post: ?<br>Remote Get: ? Database

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attachment: 1201<br>custom_css: 3<br>mas_static_content: 25<br>nav_menu_item: 61<br>page: 15<br>post: 2<br>product: 1973<br>product_variation: 4<br>revision: 74<br>shop_coupon: 1<br>shop_order: 44<br>shop_order_refund: 1<br>wpcf7_contact_form: 2<br>wpcode: 2<br>wpforms: 3 Security

Secure connection (HTTPS): ?<br>Hide errors from visitors: ? Active Plugins (27)

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ManageWP - Worker Loader: by GoDaddy – Settings

API Enabled: –<br>Force SSL: –<br>Currency: EUR (€)<br>Currency Position: left<br>Thousand Separator: .<br>Decimal Separator: ,<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)

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Connected to WooCommerce.com: –<br>Enforce Approved Product Download Directories: –<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages

Shop base: #3853 - /catalogo-articoli/<br>Carrello: #3134 - /carrello/<br>Pagamento: #3135 - /checkout/<br>Il mio account: #3854 - /il-mio-profilo/<br>Termini e condizioni: #2183 - /termini-e-condizioni/ Theme

Name: Electro Child<br>Version: 2.7.0<br>Author URL: https://madrasthemes.com/<br>Child Theme: ?<br>Parent Theme Name: Electro<br>Parent Theme Version: 3.3.13<br>Parent Theme Author URL: https://madrasthemes.com/<br>WooCommerce Support: ? Templates

Overrides: electro/woocommerce/archive-product.php<br>electro/woocommerce/global/quantity-input.php WooCommerce PayPal Payments

Onboarded: ?<br>Shop country code: IT<br>WooCommerce currency supported: ?<br>Advanced Card Processing available in country: ?<br>Pay Later messaging available in country: ?<br>Webhook status: –<br>PayPal Vault enabled: –<br>ACDC Vault enabled: –<br>Logging enabled: ?<br>Reference Transactions: –<br>Used PayPal Checkout plugin: –<br>Subscriptions Mode: Disabled Admin

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Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-virtual-downloadable<br>product-external-affiliate<br>settings<br>async-product-editor-category-field

Daily Cron: ? Next scheduled: 2023-12-11 09:27:48 +01:00<br>Options: ?<br>Notes: 200<br>Onboarding: completed Action Scheduler

Completato: 508<br>Oldest: 2023-11-09 17:15:51 +0100<br>Newest: 2023-12-10 06:16:59 +0100

Operazione non riuscita: 204<br>Oldest: 2022-05-04 15:14:22 +0200<br>Newest: 2023-09-07 05:43:37 +0200

In attesa: 7<br>Oldest: 2023-12-10 14:43:46 +0100<br>Newest: 2023-12-11 13:30:14 +0100 Status report information

Generated at: 2023-12-10 14:43:51 +01:00<br>`

Hi @alcegraphics

It looks like there might be a conflict causing the order IDs to duplicate, which is indeed unusual as WooCommerce should automatically assign a unique ID for each order.

This could be due to a plugin conflict or an issue with the database. Here’s what I suggest:

1. Temporarily deactivate all your plugins except WooCommerce and see if the issue persists. If it resolves, reactivate your plugins one by one to identify the one causing the conflict.
2. There might be an issue with your orders table in the database. You can use a plugin like WP-DBManager to check and repair your database. Please back up your database before doing this.

Additionally, can you head over to WooCommerce → Status → Tools and do the following:

• WooCommerce transients – Clear
• Expired transients – Clear
• Clear template cache – Clear
• Update database – Update databse
• Verify base database tables – Verify database

If this makes no difference, please can you share a copy of your site’s Fatal Error logs (WooCommerce → Status → Logs)? You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

Let us know how that goes. Looking forward to helping you.