Orders go missing

  • Resolved reginaplichta

    (@reginaplichta)


    1 year, 5 months ago

    Hello,
    I am using WooCommerce, and I got a call from a client, that he waits for his order but it does not came. As I wanted to check the order, I could not find his order, neither his name or any data.
    Sadly, this is not the first time – and I can imagine how many clients are waiting for their orders that I do not know of.

    He got the order email, but I do not see his order on the backend, so I searched for the order log in MyPhP and could not find it either. It does not happen to all my clients, there is only one or two calls like this every month.

    It is really frustrating because I don’t want them to rate my shop bad because of a bug I cannot figure out.

    We use Paylike as a built-in paying service after checkout – I tought of that causing the problem somehow, but this last client did not pay via Paylike.

    Do You have any idea how could I solve this problem or what should I check, or how can I see the orders that may have gone missing?

    Thank You in advance!

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Saif

    (@babylon1999)

    Hello @reginaplichta,

    I can imagine how frustrating this situation is for you. The first thing that comes to my mind is the data retention settings in WooCommerce > Settings > Accounts and Privacy.

    You will notice there are two fields for failed/cancelled orders. This means that if a customer attempts to place an order and the payment webhook fails to update the order status for any reason, the order will be deleted, provided that you have set a retention period.

    If that’s not the case, did the customer provide proof of payment? Can an ID be found in the order email? Additionally, did you “site admin” receive the order email notification as well, and what payment method did the customer use?


    Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    Look forward to hearing back from you.

    Thread Starter reginaplichta

    (@reginaplichta)

    Hello,
    sorry for the late answer. I checked the “Accounts and Privacy” section but I did not see any fields there because it was set not to save these kind of orders. I now set it for 15 days so we can see those orders maybe.

    Site admin does not get order emails, but customers do in some occasions – but sometimes they do not get it either, we only see the sent amount of money that arrived on our Paylike account. We have SMTP working on our page and it detected no problems.

    Here you have the System Status:

    `
### WordPress Environment ###

WordPress address (URL): https://gemino.hu
Site address (URL): https://gemino.hu
WC Version: 7.8.2
REST API Version: ? 7.8.2
WC Blocks Version: ? 10.2.4
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: hu_HU
External object cache: –

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Server Info: LiteSpeed
PHP Version: 7.4.33
PHP Post Max Size: 256 MB
PHP Time Limit: 180
PHP Max Input Vars: 1000
cURL Version: 7.87.0
OpenSSL/1.1.1p

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.19-MariaDB-cll-lve
Max Upload Size: 64 MB
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Remote Get: ?

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Akismet Anti-Spam: Spam Protection: írta Automattic - Anti Spam Team – 5.2
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Product Feed PRO for WooCommerce: írta AdTribes.io – 12.7.8
Woo Set Price Note (Units, Offers, Editions): írta Sh Shanker – 2.0.2
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maintenance.php: maintenance.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: HUF (Ft)
Currency Position: right_space
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 0
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
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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: –
Enforce Approved Product Download Directories: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

### WC Pages ###

Webshop f?oldal: #20343 - /webaruhaz/
Kosár: #13 - /kosar/
Pénztár: #14 - /penztar/
Fiókom: #15 - /fiokom/
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Name: Woodmart
Version: 6.2.3 (update to version 7.2.4 is available)
Author URL: https://themeforest.net/user/xtemos
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WooCommerce Support: ?

### Templates ###

Overrides: woodmart/woocommerce/archive-product.php
woodmart/woocommerce/cart/cart-item-data.php
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woodmart/woocommerce/single-product/tabs/tabs.php
woodmart/woocommerce/single-product/title.php
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Outdated Templates: ?
					
					
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Options: ?
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Oldest: 2023-06-10 15:29:59 +0000
Newest: 2023-07-11 14:51:20 +0000

Sikertelen: 16
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Generated at: 2023-07-11 14:53:42 +00:00
`

    I hope you can help, thank you in advance.

    Plugin Support Beauty of Code (woo-hc)

    (@beautyofcode)

    Hi @reginaplichta ,

    It seems that this has been marked as resolved. Have you managed to get this sorted, or do you still need help resolving this?

    We’ll be happy to assist further should the issue persist.

    Looking forward to your response!

    Thread Starter reginaplichta

    (@reginaplichta)

    Hi Roxy,
    I still need help, I attached the log your colleauge has asked for.
    Sadly yesterday I encountered another order missing.
    Thank you for your help in advance!

    Hi @reginaplichta ??

    Thank you for reaching back, elaborating further on this.

    I still need help, I attached the log your colleauge has asked for.
    Sadly yesterday I encountered another order missing.

    I went ahead with visiting the site at https://gemino.hu/, and it appears to have the following payment methods active currently:

    • Direct bank transfer (WooCommerce core functionality)
    • Cash on delivery payment (WooCommerce core functionality)
    • Bank card payment (Paylike)

    Furthermore, when an order is received, it is registered in various places, like:

    Could you make sure the New Order emails are activated, and delivered as expected, please? For context:

    Direct link to image: https://snipboard.io/glXEBN.jpg

    When placing a test order, does it register in both the WooCommerce > Orders screen, and with a New Order email, or otherwise?

    Furthermore, the WP Mail SMTP plugin that is installed on the site, has email logging among its features. What does it reveal, regarding the last missing order? Also, with which payment method was it placed?

    We will be standing by for your response.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Orders go missing’ is closed to new replies.