Problem with orders in WooCommerce

  • Resolved silve992

    (@silve992)


    7 months, 1 week ago

    Hello everyone!

    I have been facing a problem for some time now on my wordpress and woocommerce website. In the website we have virtual products. When a customer buys something, they essentially ‘unlock’ the product and can listen to the audio podcast it contains.

    Recently, while orders are being placed, several customers have reported to us that they cannot see their order. The order from a customer’s profile is nowhere (and of course they cannot listen to the podcast) while in the backend it is normally shown as completed. This happens in some orders, not all, and lately it’s becoming more and more common.

    I tried to look at the orders that had this problem to see if I could find something in common between them but I didn’t find anything. I searched the orders might have something in common such as payment method, whether the customer is from specific country etc. but I did not detect anything in common.

    I should also mention that everything on my website is up to date, both the wordpress version and the plugins, some of which are paid (there are also some free ones). I have disabled some unnecessary plugins and now am waiting to see if the problem occurs again.

    Does anyone have any idea what could be wrong or where I should start looking?

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

  • I’m having a similar issue now too where the entire “orders” tab is just redirected to the account tab. Not sure what’s going on, but having my own customers complain to me that they can’t see their orders on the “orders” tab.

    Hi @silve992,

    Thank you for reaching out.

    If I understand you correctly, once a customer completes a purchase, they are supposed to unlock the product which is a podcast and be able to listen to it, but this is not happening as they’re unable to unlock the product even after successfully making payments for it.

    This is quite an unusual behavior, in that case, are you able to replicate it on your end? If not, could you please share the order notes from one of the failed orders? Please be sure to hide any sensitive customer information. You can share the image with us using a screenshot sharing software like https://snipboard.io/.

    In the meantime, I’d like to have a better understanding of your current site setup, please share with us your System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Also check if there are any error logs under WooCommerce > Status > Logs.

    As for your issue @atrap, please open a new thread so that we don’t mix several troubleshooting sessions in one thread. Even if the symptoms are the same, perhaps the underlying problem is different in your case.

    Thank you.

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