Stock Issue

Ohh… and I have checked to see if a Refund and Restock happened and they did not happen around this time. Even so… I should never be able to sell more than the original amount.

Hello @jedfirestone,

That definitely sounds a bit peculiar. Let’s see if we can’t figure this out. I have a few clarifying questions for you if you don’t mind:

I am currently sold out of this product, but when I look at how many were sold – the total comes to 520!

Where are you currently looking to see how many were sold?

For the following orders:

Order A – January 1, 2019 at 11:17 pm – Stock levels reduced: Saturday Jan 26, 2019 – 7:00 – 9:00 pm (DD-1-26-7-9) 22→20

Order B – January 2, 2019 at 10:30 am – Stock levels reduced: Saturday Jan 26, 2019 – 7:00 – 9:00 pm (DD-1-26-7-9) 23→20

Did this information come from logs? WP Debug? Where are you seeing this information relayed?

How is this possible? The first order shows it reduced stock but then the next order starts with a higher amount of stock than the previous

This can happen occasionally depending on how long you have your stock sitting in you cart. Please go to: WooCommerce > Settings > Products > Inventory and can you tell me how long you’ve set your “Hold Stock” to? It is possible for someone to leave the purchase in the cart and it will reflect a lower stock until that time has been reached.

That said, do you know if the stock reduction is incorrect every time? Is it for a specific item? Or different items? Do you use different payment gateways? Is there a pattern that emerges there? Intermittent issues can be rather hard to diagnose, but let’s see if we can find the culprit here.

Thanks so much for the reply Erica! I’ve checked two places – both in the Woocommerce Reports area and had it show me how many items were sold for just the one event. I also added a plugin called “Export Orders” where I can get a spreadsheet with all the data and that shows more sold than there should have been.

The info you asked about is from the Order Details page when I drill into the order. It’s contained on the right side of the page where the details of the transaction (changed to pending, transaction ID for money etc.) I’ve tried to find in the DB directly where this info comes from but haven’t been able to. I’d love to export it and track it to see where it happens.

We seem to have 2 different items (possibly, it’s tough to tell with the way my client keeps adjusting also). Only one payment gateway so no issues there and it doesn’t appear coupon usage directly affects it.

Incidentally, I tracked down what happened with the one I referenced above! I found the refunded transaction accidentally where stock went from 20->23! So that’s good. But, then I found two in a row that went from 480-478… And I haven’t found a refund that coincides.

Maybe you CAN help with what I suggested above? Exporting the data that tells how the stock was adjusted? Then I can follow along and maybe see exactly where it went wrong?

Ok… I found it again in a NEW product we just started selling. There are some quirks though…

Order A – Jan 8 12:09pm – Stock levels reduced: Saturday February 23, 2019 – 7-9pm (MS-2-23) 417→415
Order B – Jan 9 1:40pm – 100% Discount code used – Stock levels reduced: Saturday February 23, 2019 – 7-9pm (MS-2-23) 417→415
Order C – Jan 9 1:52pm – Order FAILED for 2 tickets – no stock movement shown
Order D – Jan 9 3:54pm – Stock levels reduced: Saturday February 23, 2019 – 7-9pm (MS-2-23) 417→414

3 in a row, all starting their count at 417!

A couple of other notes. WooCommerce Reports shows 110 sold. The last order shows ending quantity of 394 (which says 106 were sold).

Somethings up… but what?

Still coming up with more orders doing this today.

Ohh, and i have HOLD STOCK set to 10 mins.

The two orders today were completed at 9:39am & 9:51am respectively. No Idea if they were overlapped in the cart.

• This reply was modified 6 years, 2 months ago by jedfirestone.

@jedfirestone –

Thanks for providing those details. I am kind of curious how your store is set up if you don’t mind. There is definitely something fishy going on here. To get a better idea of what is going on, I’m going to need the following:

System Status Report
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.

One thing to keep in mind is that inventory is changed based on the order status of the order, except in the case of manual orders:

Note that adding an order manually has no effect on stock/inventory. You would need to manually subtract or adjust inventory for those items.

So if you’re taking manual orders, this could be an issue. Otherwise I’m looking for plugins on your site that may be changing the order.

And finally, can you give me some insight into your order process?

Thanks again for your help! Here is that report.

————–

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——————-

I am unsure what their process is aside from users ordering through the store, or if they are creating manual orders somehow, but I asked them to see.

Also, You’ll notice Tickera in there, and since these products are tickets, I asked them first. They checked into my site and believe the issue is WooCommerce and not their plugin.

Troubleshooting WooCommerce and a third party plugin can be tricky sometimes as we’re unaware of how their plugin is set up, but I have some thoughts on how you can troubleshoot this.

And before any changes, make sure to back up your site!

Things I noticed in the SSR:
1. Tickera will still be something that we will need to test out, even if they said it was WooCommerce’s issue.
2. WooCommerce – Autocomplete Orders: This would directly affect the order status and something we will need to look into further.
3. WooCommerce Square: If you’re using it for inventory purposes (other than just a payment gateway), this could also be creating an issue somehow.

Next Steps:

To test, I recommend putting the site in Maintenance mode (if possible), use a staging site you may have, or look into installing the Health Check plugin. It allows you to temporarily disable plugins and switch themes without impacting your users.

If you’re not wanting to do a full conflict test (where you would disable everything put WooCommerce, Storefront (theme), and Tickera to see if the inventory issue persists.), then these are the tests I recommend at the very least.

1. Disable Autocomplete Orders and Square. Make a test purchase. Does the duplicate inventory issue persist?
2. Disable all Tickera plugins. Create a simple product and go through the purchase workflow again. Does the multiple inventory issue continue? Or is it only affecting Ticket products? What we’re doing here is looking to see if it is just one kind of product that has the inventory/stock reducing mismatch. If only ticket products, and not regular WooCommerce (simple/variable, etc.) products, then you’re going to need to reach out to them to address that.
3. If after disabling those 3 plugins, you’re still finding errors, I do recommend going through the full conflict test instructions to find where the disconnect is here.

So you’re looking for the following outcomes:

1. If the stock reduction issue disappears when disabling Autocomplete Orders and Square, then it is one of those plugins causing the problem. Enable one at a time to see which is the case.
2. If the stock reduction issue disappears when disabling Tickera, then that plugin is the issue and you need to reach out to the devs.
3. If the stock reduction issue continues with just WooCommerce and Storefront (theme) enabled, then there is something deeper going on there. (Databases? Who knows?)

Thanks for all the suggestions!

I guess we will have to test this slowly and see what happens. Sadly (not really but sort of) it doesn’t happen with every order, just appears to be totally random, I’d have to somehow be able to process 30-100 orders and even then I may never see the problem.

We need Square for charges, and there is no way to check that without money exchange – but since we don’t use it for inventory, I’ll make sure that there is no inventory exchange with Square – like you said, maybe that’s where it’s getting goofed up.

I’ll look into that Autocomplete orders thing first. I guess it means more work for me, but then maybe it will let me see exactly when the stock count goes wacky.

Thanks again!