Order not showing up in WooCommerce

  • Resolved americanbiosciences

    (@americanbiosciences)


    5 years, 6 months ago

    We had a customer place an order on May 14th but the order is not showing up on the Woocommers orders section of our website (theharmonycompany.com). Neither we nor the customer received an order confirmation, but luckily the customer paid using Paypal and had the receipt. We were able to confirm that the PayPal payment went through just fine, so no idea why it would not show up on WooCommerce. Any ideas?

Viewing 6 replies - 1 through 6 (of 6 total)
  • Stef

    (@serafinnyc)

    Can you submit a system report please so we can review? Thank you.

    Thread Starter americanbiosciences

    (@americanbiosciences)

    
### WordPress Environment ###

WordPress address (URL): https://www.theharmonycompany.com
Site address (URL): https://www.theharmonycompany.com
WC Version: 3.6.3
Log Directory Writable: ?
WP Version: 5.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.2.16
PHP Post Max Size: 32 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.62.0
OpenSSL/1.0.2k

SUHOSIN Installed: –
MySQL Version: 5.6.43-cll-lve
Max Upload Size: 32 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 3.6.3
WC Database Prefix: har_
MaxMind GeoIP Database: ?
Total Database Size: 127.47MB
Database Data Size: 97.09MB
Database Index Size: 30.38MB
har_woocommerce_sessions: Data: 1.29MB + Index: 0.02MB
har_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB
har_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.01MB
har_woocommerce_downloadable_product_permissions: Data: 0.03MB + Index: 0.04MB
har_woocommerce_order_items: Data: 1.34MB + Index: 0.62MB
har_woocommerce_order_itemmeta: Data: 17.51MB + Index: 7.27MB
har_woocommerce_tax_rates: Data: 0.01MB + Index: 0.02MB
har_woocommerce_tax_rate_locations: Data: 0.01MB + Index: 0.02MB
har_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB
har_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.01MB
har_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB
har_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB
har_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB
har_woocommerce_log: Data: 0.00MB + Index: 0.00MB
har_commentmeta: Data: 0.00MB + Index: 0.01MB
har_comments: Data: 3.72MB + Index: 1.45MB
har_failed_jobs: Data: 0.00MB + Index: 0.00MB
har_gf_addon_feed: Data: 0.00MB + Index: 0.00MB
har_gf_draft_submissions: Data: 0.00MB + Index: 0.00MB
har_gf_entry: Data: 0.07MB + Index: 0.01MB
har_gf_entry_meta: Data: 0.21MB + Index: 0.19MB
har_gf_entry_notes: Data: 0.00MB + Index: 0.00MB
har_gf_form: Data: 0.00MB + Index: 0.00MB
har_gf_form_meta: Data: 0.01MB + Index: 0.00MB
har_gf_form_revisions: Data: 0.00MB + Index: 0.00MB
har_gf_form_view: Data: 0.06MB + Index: 0.03MB
har_links: Data: 0.00MB + Index: 0.00MB
har_mailchimp_carts: Data: 0.05MB + Index: 0.00MB
har_optins: Data: 0.00MB + Index: 0.00MB
har_optin_meta: Data: 0.41MB + Index: 0.07MB
har_options: Data: 15.74MB + Index: 0.13MB
har_popover_ip_cache: Data: 0.00MB + Index: 0.00MB
har_popup_analytics: Data: 0.17MB + Index: 0.02MB
har_postmeta: Data: 24.63MB + Index: 11.90MB
har_posts: Data: 16.11MB + Index: 0.95MB
har_queue: Data: 0.02MB + Index: 0.00MB
har_redirection_404: Data: 0.76MB + Index: 0.26MB
har_redirection_groups: Data: 0.00MB + Index: 0.00MB
har_redirection_items: Data: 0.00MB + Index: 0.02MB
har_redirection_logs: Data: 0.03MB + Index: 0.02MB
har_revslider_css: Data: 0.09MB + Index: 0.00MB
har_revslider_layer_animations: Data: 0.00MB + Index: 0.00MB
har_revslider_navigations: Data: 0.00MB + Index: 0.00MB
har_revslider_sliders: Data: 0.04MB + Index: 0.00MB
har_revslider_slides: Data: 0.17MB + Index: 0.00MB
har_revslider_static_slides: Data: 0.01MB + Index: 0.00MB
har_rg_form: Data: 0.00MB + Index: 0.00MB
har_rg_form_meta: Data: 0.01MB + Index: 0.00MB
har_rg_form_view: Data: 0.05MB + Index: 0.03MB
har_rg_incomplete_submissions: Data: 0.00MB + Index: 0.00MB
har_rg_lead: Data: 0.06MB + Index: 0.01MB
har_rg_lead_detail: Data: 0.18MB + Index: 0.21MB
har_rg_lead_detail_long: Data: 0.00MB + Index: 0.00MB
har_rg_lead_meta: Data: 0.00MB + Index: 0.01MB
har_rg_lead_notes: Data: 0.00MB + Index: 0.00MB
har_simple_history: Data: 1.88MB + Index: 0.45MB
har_simple_history_contexts: Data: 4.97MB + Index: 2.62MB
har_sm_advanced_search_temp: Data: 0.02MB + Index: 0.00MB
har_termmeta: Data: 0.02MB + Index: 0.02MB
har_terms: Data: 0.01MB + Index: 0.03MB
har_term_relationships: Data: 0.03MB + Index: 0.05MB
har_term_taxonomy: Data: 0.02MB + Index: 0.02MB
har_usermeta: Data: 5.74MB + Index: 3.17MB
har_users: Data: 0.34MB + Index: 0.34MB
har_wc_download_log: Data: 0.00MB + Index: 0.00MB
har_wc_product_meta_lookup: Data: 0.01MB + Index: 0.02MB
har_wc_webhooks: Data: 0.00MB + Index: 0.00MB
har_woocommerce_bundled_itemmeta: Data: 0.26MB + Index: 0.22MB
har_woocommerce_bundled_items: Data: 0.01MB + Index: 0.02MB
har_woocommerce_exported_csv_items: Data: 0.05MB + Index: 0.00MB
har_woocommerce_gpf_google_taxonomy: Data: 0.86MB + Index: 0.00MB
har_wpeditor_settings: Data: 0.00MB + Index: 0.00MB
har_wpfm_backup: Data: 0.00MB + Index: 0.00MB
har_wp_topbar_data: Data: 0.01MB + Index: 0.00MB
har_yith_wcwl: Data: 0.00MB + Index: 0.00MB
har_yith_wcwl_lists: Data: 0.01MB + Index: 0.02MB
har_yoast_seo_links: Data: 0.01MB + Index: 0.01MB
har_yoast_seo_meta: Data: 0.05MB + Index: 0.05MB

### Post Type Counts ###

acf-field: 54
acf-field-group: 6
amn_mi-lite: 1
attachment: 698
custom_css: 2
dtwpb_cat_tpl: 1
dtwpb_product_tpl: 3
dzswtl_list_layout: 1
enhancedcategory: 29
gift_card: 3
inc_popup: 8
jetpack_migration: 2
jp_img_sitemap: 1
jp_sitemap: 1
jp_sitemap_master: 1
jp_vid_sitemap: 1
mc4wp-form: 1
nav_menu_item: 64
o-discount: 1
o-list: 1
page: 50
popup: 9
popup_theme: 7
post: 108
postman_sent_mail: 250
product: 158
product_variation: 72
revision: 1891
scheduled-action: 5
shop_coupon: 221
shop_order: 5158
shop_order_refund: 231
vc_grid_item: 5
vc4_templates: 5
wafs: 3
was: 14
wc_product_tab: 105
wpcf7_contact_form: 1
ywcm_message: 1

### Security ###

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

### Active Plugins (39) ###

VaultPress: by Automattic – 1.9.10
Redux Framework: by Team Redux – 3.6.15
Akismet Anti-Spam: by Automattic – 4.1.2
All-in-One WP Migration: by ServMask – 6.95
WP AutoTerms: by WP AutoTerms – 2.2.6
Classic Editor: by WordPress Contributors – 1.5
CMB2: by CMB2 team – 2.6.0
Contact Form 7: by Takayuki Miyoshi – 5.1.3
DT WooCommerce Product Category Page Grid Builder.: by DawnThemes – 1.1.1 – Not tested with the active version of WooCommerce
DT WooCommerce Page Builder: by DawnThemes – 3.3.7 – Not tested with the active version of WooCommerce
Google Tag Manager for WordPress: by Thomas Geiger – 1.9.2 – Not tested with the active version of WooCommerce
Flexible Shipping PRO: by WP Desk – 1.7.5
Flexible Shipping: by WP Desk – 3.3.14
WPBakery Page Builder: by Michael M - WPBakery.com – 6.0.2
Mailchimp for WooCommerce: by Mailchimp – 2.1.16 – Not tested with the active version of WooCommerce
Mailchimp for WordPress: by ibericode – 4.5.2
Mailgun: by Mailgun – 1.7.1
Maxshop Toolkit: by Onista Web – 1.0
Redirection: by John Godley – 4.2.3
Slider Revolution: by ThemePunch – 5.4.8.2
Simple History: by P?r Thernstr?m – 2.29.2
Tawk.to Live Chat: by Tawkto – 0.3.6
TaxJar - Sales Tax Automation for WooCommerce: by TaxJar – 2.3.0
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 2.16.14.1

WooCommerce Extended Coupon Features FREE: by Soft79 – 3.0.5 – Not tested with the active version of WooCommerce
WooCommerce Customer/Order CSV Export: by SkyVerge – 4.6.3
WooCommerce Dynamic Pricing: by Lucas Stark – 3.1.13 – Not tested with the active version of WooCommerce
WooCommerce Free Gift Coupons: by Kathy Darling – 2.2.2
WooCommerce Authorize.Net Gateway: by SkyVerge – 3.0.3
WooCommerce MailChimp Integration: by WooCommerce – 1.0.2 – Not tested with the active version of WooCommerce
WooCommerce Min/Max Quantities: by WooCommerce – 2.4.6
WooCommerce Product Bundles: by SomewhereWarm – 5.10.2
WooCommerce Tab Manager: by SkyVerge – 1.10.1
WooCommerce: by Automattic – 3.6.3
WordPress GDPR: by DB-Dzine – 1.4.0.2
Yoast SEO: by Team Yoast – 11.2.1 – Not tested with the active version of WooCommerce
WP File Manager: by mndpsingh287 – 4.8
WP Desk Helper: by WP Desk – 1.6.5 – Not tested with the active version of WooCommerce
YITH WooCommerce Wishlist: by YITH – 2.2.10

### Inactive Plugins (12) ###

Advanced Custom Fields PRO: by Elliot Condon – 5.6.10
Breadcrumb NavXT: by John Havlik – 6.3.0
Coming Soon Page & Maintenance Mode by SeedProd: by SeedProd – 5.0.25
Coupon Description: by  –
Gravity Forms: by rocketgenius – 2.4.3
Jetpack by WordPress.com: by Automattic – 7.3.1
ShortCode Redirect: by Cartpauj – 1.0.02
WooCommerce Advanced Free Shipping: by Jeroen Sormani – 1.1.4 – Not tested with the active version of WooCommerce
Woocommerce Advanced Shipping: by Jeroen Sormani – 1.0.9 – Not tested with the active version of WooCommerce
WooCommerce Google Ads Dynamic Remarketing: by Wolf+B?r Agency – 1.7.7 – Not tested with the active version of WooCommerce
WooCommerce Helper: by WooCommerce – 1.7.2 – Not tested with the active version of WooCommerce – Network enabled
WooCommerce Services: by Automattic – 1.20.0

### Must Use Plugins (1) ###

p3-profiler.php: by  –

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: bundle (bundle)
external (external)
gift-card (gift-card)
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: ?

### WC Pages ###

Shop base: #20934 - /american-biosciences-supplement-shop/
Cart: #22 - /cart/
Checkout: #6 - /checkout/
My account: #7 - /my-account/
Terms and conditions: #84 - /terms-conditions/

### Theme ###

Name: Maxshop Child
Version: 1.0
Author URL: https://premiumlayers.net/
Child Theme: ?
Parent Theme Name: Maxshop
Parent Theme Version: 1.1.2
Parent Theme Author URL: https://premiumlayers.net/
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: maxshop-child/woocommerce/archive-product.php

### Product Bundles ###

Database Version: 5.10.2
Template Overrides: –

### Customer/Order CSV Export ###

Order Export Format: custom
Customer Export Format: default
Automatically Export Orders: disabled
Automatically Export Customers: disabled

### Authorize.Net Credit Card ###

Environment: Production
Tokenization Enabled: ?
Debug Mode: Off
Webhooks Enabled: ?

### Action Scheduler ###

Complete: 4
Oldest: 2019-04-24 14:08:37 +0000
Newest: 2019-05-15 14:11:06 +0000

Pending: 1
Oldest: 2019-05-22 14:11:06 +0000
Newest: 2019-05-22 14:11:06 +0000

Canceled: 0
Oldest: –
Newest: –

In-progress: 0
Oldest: –
Newest: –

Failed: 0
Oldest: –
Newest: –
    Plugin Support RK a11n

    (@riaanknoetze)

    I noticed that you have a plugin called “All-in-One WP Migration” installed – this is typically used when migrating a WordPress installation from one domain to another or when using staging environments. Just to make sure: Have you checked the other domain/site whether an order was placed there? Can PayPal shed any light on which domain the order originated from? That way you can cross-reference whether it matches up with https://www.theharmonycompany.com

    madeincosmos

    (@madeincosmos)

    Automattic Happiness Engineer

    Hi @americanbiosciences,

    An order in WooCommerce is normally needed to even start the payment process at PayPal, let alone finish it, so what you describe sounds strange indeed. This means that either the order has somehow been deleted, or there’s another test copy of your whole site where the order could have been placed.

    To verify this, can you please go to the IPN history page and see if you can find that transaction there?

    https://www.paypal.com/cgi-bin/webscr?cmd=_display-ipns-history

    If it shows on your PayPal account, you should be able to use the Transaction ID to find it on the list:

    Screenshot: https://cld.wthms.co/n3o45l

    The information we’re most interested in are Date/time created, Notification URL, and IPN Message. As these fields may contain personal data, please don’t reply publicly here but instead submit a support ticket, adding a link to this forum thread as a reference:

    https://woocommerce.com/my-account/create-a-ticket/

    Thanks!

    Thread Starter americanbiosciences

    (@americanbiosciences)

    Support ticket was submitted. Hopefully this will get resolved, thanks.

    Hey @americanbiosciences what was the result on this? Did you ever figure out how you were getting paid but no order was being created? I’m having the same issue on my site!

Viewing 6 replies - 1 through 6 (of 6 total)
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