Orders and users mismatched

  • Resolved joyfuln

    (@joyfuln)


    3 years, 8 months ago

    Hi,

    Over the past few days we’ve had several issues with orders. They’re somewhat similar:
    1) Someone placed an order. Both the customer and we got a confirmation e-mail with their information. Our payment provider also shows their payment with the order number. However, the Woo order with that order number is linked to a different customer. The same goes for our stock management system. Any clue why that happens and how to fix it?
    2) This is similar but slightly different. A customer messaged us about their order. They got an order confirmation with the order number, but when we checked in WooCommerce that was an entirely different order. All we can find from their order is a payment confirmation…

    What can we do to make sure this doesn’t happen? We’ve never had a similar issue before?

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Shaun Kuschel a11n

    (@shaunkuschel)

    Automattic Happiness Engineer

    Hey @joyfuln,

    Sorry to hear about these customer/order issues. It sounds like these issue could be related, but this is what I’d recommend checking:

    – First, I’d take a look at the list of log files saved on the WooCommerce > Status > Logs page of the site. Specifically, I’d look for ‘fatal-error’ logs from the dates where either these issues have happened. After that, look for any other logs related to the payment gateways or anything order-related for those dates (as it might have info as well, if there aren’t any fatal errors)
    – Double check that any caching for the site (via plugins or the server) has ‘exclusions’ set up for the My Account, Cart, and Checkout pages, as explained here (sometimes the info is cached and incorrectly attributed to different orders, etc, as a result).

    If there aren’t any logs and caching is already excluding those pages, let us know. Thanks!

    Rynald0s

    (@rynald0s)

    Automattic Happiness Engineer

    Howdy.

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new thread.

    Cheers!

Viewing 2 replies - 1 through 2 (of 2 total)
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