Orders disappearing

  • Resolved plewer

    (@plewer)


    5 years, 1 month ago

    We have an online store which has been up for a few months now and we are having a number of problems with missing customer orders. We have received email notifications for three orders that do not actually appear in WooCommerce on our site, one order that timed-out and was subsequently cancelled by WooCommerce but the payment was processed by our payment gateway and today I had a call from a customer who received a notification that her order had been cancelled and re-ordered only to discover that both payments had been processed (confirmed by the payment gateway). Only the second order is showing up in WooComemerce and there is no evidence of the first, even as a cancelled order. This is obviously very frustrating and unreliable.

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

Viewing 3 replies - 1 through 3 (of 3 total)

  • A client has experienced the exact same problem, because it was a one-off I didn’t pay much attention to it then because I thought it was a server downtime.

    Plugin Support Job a11n

    (@jobthomas)

    Automattic Happiness Engineer

    Hey @plewer – that sounds very irritating indeed. As @crslz indicated this could indicate a server timeout. Let me provide a bit more information. When an order is created, WooCommerce will send a signal to your payment gateway, that payment gateway needs to send a signal back to indicate that the payment has been processed correctly.

    These are the problems that occur the most often with this:

    • An issue with the payment gateway – could you tell us which one that is? It might be possible to enable debug logging in its settings and that will leave detailed information at WooCommerce > Status > Logs (dropdown there needs to have the payment gateway selected)
    • If this only happens occasionally, it might mean that something on your server or a plugin (like a caching or security one) is temporarily blocking these signals – in this case, I’d contact your hosting company to see if there are no server errors
    Plugin Support RK a11n

    (@riaanknoetze)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Orders disappearing’ is closed to new replies.

Tags