Woocommerce Checkout

Hi @dnbvinyl

Thanks for reaching out!

Firstly, I apologize for the delayed response.

The order has gone through successfully on the admin side but the customer has the products in their cart still with the message saying these items are out of stock.

After placing the order, instead of redirecting to the Thank You page, the customers are being sent back to their cart informing them the items they purchased are out of stock, is that correct? I am assuming that the order has been created here, however, there was no confirmation email to the customers, right again?

I’d like to understand your site properly, can you please share your System Status Report, that will help us further troubleshoot.

You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

Thanks!

Thanks for the response

Thats correct the order is processing fine on the admin side payment successful products out of stock etc.

However, the customer isn’t returned to a thank you / confirmation page instead it returns them to the cart with an out-of-stock notice and no confirmation email is sent to the customer.

As the admin i am receiving an email informing me i have an order though

Because customers are getting the out of stock, they are assuming the order has failed and are then seeing a payment taken from there card payment or paypal account

As stated, it’s an intermittent error that doesn’t happen all the time, i have tried to recreate the error with no luck.

I did wonder if it was down to the length of time a customer may have had the products in their basket but this happened again on Monday and the products the customer was ordering had only been added to my store on the Sunday so less than 24 hours.

The other thing I’ve considered is if it’s an issue with a guest checkout at least two orders that have experienced the same issue have been as a guest checkout one paying by square and one by paypal

Site report below thanks again

### WordPress Environment ###

WordPress address (URL): https://dnbvinyl.co.uk
Site address (URL): https://dnbvinyl.co.uk
WC Version: 7.1.0
REST API Version: ? 7.1.0
WC Blocks Version: ? 8.7.5
Action Scheduler Version: ? 3.5.2
Log Directory Writable: ?
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: –
Language: en_GB
External object cache: ?

### Server Environment ###

Server Info: nginx/1.20.2
PHP Version: 8.0.26
PHP Post Max Size: 16 MB
PHP Time Limit: 300
PHP Max Input Vars: 1000
cURL Version: 7.81.0
OpenSSL/3.0.2

SUHOSIN Installed: –
MySQL Version: 10.6.11-MariaDB-0ubuntu0.22.04.1
Max Upload Size: 16 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.1.0
WC Database Prefix: DNB
Total Database Size: 303.86MB
Database Data Size: 236.18MB
Database Index Size: 67.68MB
DNBwoocommerce_sessions: Data: 17.05MB + Index: 0.52MB + Engine InnoDB
DNBwoocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwoocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwoocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
DNBwoocommerce_order_items: Data: 0.45MB + Index: 0.14MB + Engine InnoDB
DNBwoocommerce_order_itemmeta: Data: 4.52MB + Index: 4.03MB + Engine InnoDB
DNBwoocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
DNBwoocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwoocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBwoocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwoocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBwoocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwoocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwoocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBactionscheduler_actions: Data: 2.02MB + Index: 2.72MB + Engine InnoDB
DNBactionscheduler_claims: Data: 0.47MB + Index: 0.28MB + Engine InnoDB
DNBactionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBactionscheduler_logs: Data: 5.45MB + Index: 3.00MB + Engine InnoDB
DNBadvanced_notifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBadvanced_notification_triggers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBbwt_failed_submissions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBbwt_passed_submissions: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
DNBcart_notices: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBce4wp_abandoned_checkout: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBcommentmeta: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
DNBcomments: Data: 1.52MB + Index: 0.84MB + Engine InnoDB
DNBgla_attribute_mapping_rules: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBgla_budget_recommendations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBgla_merchant_issues: Data: 3.02MB + Index: 0.00MB + Engine InnoDB
DNBgla_shipping_rates: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
DNBgla_shipping_times: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBimagify_files: Data: 0.08MB + Index: 0.11MB + Engine InnoDB
DNBimagify_folders: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBlinks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBmailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBmailchimp_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBoptions: Data: 10.03MB + Index: 0.11MB + Engine InnoDB
DNBpmlca_links: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBpostmeta: Data: 103.63MB + Index: 39.13MB + Engine InnoDB
DNBposts: Data: 18.52MB + Index: 4.03MB + Engine InnoDB
DNBseopress_significant_keywords: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBtermmeta: Data: 0.08MB + Index: 0.08MB + Engine InnoDB
DNBterms: Data: 0.36MB + Index: 0.52MB + Engine InnoDB
DNBterm_relationships: Data: 5.52MB + Index: 3.52MB + Engine InnoDB
DNBterm_taxonomy: Data: 0.42MB + Index: 0.45MB + Engine InnoDB
DNBtm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBtm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBups_shipping_accessorial: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_account: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_config: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_delivery_rates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_fallback_rates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_license: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_logs_api: Data: 1.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_log_frontend: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_orders: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_package_default: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_product_dimension: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_retry_api: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_services: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_shipments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBups_shipping_tracking: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBusermeta: Data: 4.52MB + Index: 3.03MB + Engine InnoDB
DNBusers: Data: 0.44MB + Index: 0.31MB + Engine InnoDB
DNBwcch_page_history: Data: 7.52MB + Index: 0.00MB + Engine InnoDB
DNBwc_admin_notes: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
DNBwc_admin_note_actions: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
DNBwc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBwc_customer_lookup: Data: 0.08MB + Index: 0.06MB + Engine InnoDB
DNBwc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwc_gpf_render_cache: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwc_order_product_lookup: Data: 1.52MB + Index: 0.48MB + Engine InnoDB
DNBwc_order_stats: Data: 0.13MB + Index: 0.11MB + Engine InnoDB
DNBwc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwc_points_rewards_user_points: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwc_points_rewards_user_points_log: Data: 0.06MB + Index: 0.05MB + Engine InnoDB
DNBwc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwc_product_meta_lookup: Data: 1.52MB + Index: 1.34MB + Engine InnoDB
DNBwc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBwc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
DNBwoocommerce_exported_csv_items: Data: 11.52MB + Index: 0.47MB + Engine InnoDB
DNBwoocommerce_gc_activity: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
DNBwoocommerce_gc_cards: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
DNBwoocommerce_gc_cardsmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
DNBwoocommerce_gpf_google_taxonomy: Data: 1.52MB + Index: 0.13MB + Engine InnoDB
DNBwoocommerce_recommendations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
DNBwoocommerce_session_activity: Data: 30.55MB + Index: 0.00MB + Engine InnoDB
DNBwoocommerce_square_customers: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
DNBwpr_rocket_cache: Data: 1.03MB + Index: 1.05MB + Engine InnoDB
DNBwpr_rucss_used_css: Data: 0.02MB + Index: 0.11MB + Engine InnoDB
DNByoast_prominent_words: Data: 0.02MB + Index: 0.03MB + Engine InnoDB

### Post Type Counts ###

attachment: 10160
blocks: 10
custom_css: 1
featured_item: 8
feedback: 322
gfw_event: 2
gfw_report: 169
jb_store_css: 11
jp_img_sitemap: 6
jp_img_sitemap_index: 1
jp_sitemap: 1
jp_sitemap_master: 1
nav_menu_item: 16
oembed_cache: 26
page: 21
post: 2
product: 9798
product_variation: 10
shop_coupon: 1587
shop_order: 914
shop_order_refund: 28
ux_template: 1
wc_order_status: 10
wishlist: 93
wp_global_styles: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (30) ###

Akismet Anti-Spam: by Automattic – 5.0.1
Bing Webmaster Url Submission: by Bing Webmaster – 1.0.13
Booster Plus for WooCommerce: by Pluggabl LLC – 5.6.5
Facebook for WooCommerce: by Facebook – 3.0.4
Google Listings and Ads: by WooCommerce – 2.3.1
Site Kit by Google: by Google – 1.88.0
Imagify: by Imagify – Optimise Images & Convert WebP – 2.0
Jetpack Boost: by Automattic – Jetpack Site Speed team – 1.5.4
Jetpack Protect: by Automattic – 1.1.1
Jetpack: by Automattic – 11.5.1
Microsoft Clarity: by Microsoft – 0.8.0
Nginx Helper: by rtCamp – 2.2.2
Redis Object Cache: by Till Krüss – 2.2.2
UPS Shipping and UPS Access Point? : Official Plugin: by UPS – 3.4.2
WooCommerce Brands: by WooCommerce – 1.6.39
WooCommerce Checkout Add-Ons: by SkyVerge – 2.5.7 (update to version 2.6.0 is available)
WooCommerce Coupon Campaigns & Tracking: by WooCommerce – 1.1.28
WooCommerce Gift Cards: by WooCommerce – 1.13.1 (update to version 1.14.1 is available)
WooCommerce PayPal Payments: by WooCommerce – 2.0.0
WooCommerce Shipping & Tax: by WooCommerce – 2.0.0
WooCommerce Shipment Tracking: by WooCommerce – 1.9.0
WooCommerce Royal Mail: by WooCommerce – 2.7.0
WooCommerce Square: by WooCommerce – 3.3.0
WooCommerce Store Credit: by Themesquad – 4.2.3
WooCommerce WishLists: by Element Stark – 2.2.7
WooCommerce: by Automattic – 7.1.0
WooSidebars: by WooCommerce – 1.4.6
WP-Optimize Premium – Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.9

WP Rocket | Deactivate WooCommerce Refresh Cart Fragments Cache: by WP Rocket Support Team –
WP Rocket: by WP Media – 3.12.3.2

### Inactive Plugins (3) ###

Pinterest for WooCommerce: by WooCommerce – 1.2.6
WooCommerce Points and Rewards: by WooCommerce – 1.7.20 (update to version 1.7.21 is available)
WooCommerce Smart Coupons: by StoreApps – 6.6.0 (update to version 6.7.0 is available)

### Dropin Plugins (3) ###

advanced-cache.php: advanced-cache.php
maintenance.php: maintenance.php
object-cache.php: Redis Object Cache Drop-In

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
store_credit (store_credit)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
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: –

### WC Pages ###

Shop base: #9 – /shop/
Basket: #10 – /cart/
Checkout: #11 – /checkout/
My account: #12 – /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Flatsome
Version: 3.16.2
Author URL: https://uxthemes.com
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build
personally we recommend using a child theme. See: How to create a child theme

WooCommerce Support: ?

### Templates ###

Overrides: flatsome/woocommerce/archive-product.php
flatsome/woocommerce/cart/cart-empty.php
flatsome/woocommerce/cart/cart-shipping.php
flatsome/woocommerce/cart/cart.php
flatsome/woocommerce/checkout/form-checkout.php
flatsome/woocommerce/checkout/form-coupon.php
flatsome/woocommerce/checkout/terms.php
flatsome/woocommerce/checkout/thankyou.php
flatsome/woocommerce/content-product-cat.php
flatsome/woocommerce/content-product.php
flatsome/woocommerce/content-single-product.php
flatsome/woocommerce/content-widget-product.php
flatsome/woocommerce/global/breadcrumb.php
flatsome/woocommerce/global/quantity-input.php
flatsome/woocommerce/global/wrapper-end.php
flatsome/woocommerce/global/wrapper-start.php
flatsome/woocommerce/loop/loop-end.php
flatsome/woocommerce/loop/loop-start.php
flatsome/woocommerce/loop/pagination.php
flatsome/woocommerce/loop/rating.php
flatsome/woocommerce/loop/result-count.php
flatsome/woocommerce/loop/sale-flash.php
flatsome/woocommerce/myaccount/form-login.php
flatsome/woocommerce/myaccount/navigation.php
flatsome/woocommerce/notices/error.php
flatsome/woocommerce/notices/notice.php
flatsome/woocommerce/notices/success.php
flatsome/woocommerce/product-searchform.php
flatsome/woocommerce/single-product/photoswipe.php
flatsome/woocommerce/single-product/price.php
flatsome/woocommerce/single-product/product-image.php
flatsome/woocommerce/single-product/product-thumbnails.php
flatsome/woocommerce/single-product/rating.php
flatsome/woocommerce/single-product/related.php
flatsome/woocommerce/single-product/review.php
flatsome/woocommerce/single-product/sale-flash.php
flatsome/woocommerce/single-product/share.php
flatsome/woocommerce/single-product/short-description.php
flatsome/woocommerce/single-product/tabs/tabs.php
flatsome/woocommerce/single-product/title.php
flatsome/woocommerce/single-product/up-sells.php
flatsome/woocommerce/single-product-reviews.php
flatsome/woocommerce/single-product.php
flatsome/woocommerce/content-product_cat.php

### Gift Cards ###

Database Version: 1.13.1
Loopback Test: ?
Task Queueing Test: ?

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-11-30 17:34:30 +00:00
Options: ?
Notes: 111
Onboarding: completed

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: GB
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: –
Vault enabled: –
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ?
Tracking enabled: –

### Square ###

Environment: Production
Tokenization Enabled:
Debug Mode: Off

### Action Scheduler ###

Complete: 2,021
Oldest: 2022-10-30 13:33:03 +0000
Newest: 2022-11-30 13:33:02 +0000

Failed: 1,415
Oldest: 2022-11-08 03:33:03 +0000
Newest: 2022-11-30 04:56:03 +0000

Pending: 8
Oldest: 2022-11-30 13:34:02 +0000
Newest: 2022-12-07 13:25:02 +0000

### Store Credit ###

Prices entered with tax: yes
Show My Account: yes
Delete after use: yes
Individual use: yes
Include tax: no
Apply to shipping: no
Coupon code format: {coupon_code}
Overrides: –

### Status report information ###

Generated at: 2022-11-30 13:54:22 +00:00
`

Hi there @dnbvinyl ??

I did wonder if it was down to the length of time a customer may have had the products in their basket but this happened again on Monday and the products the customer was ordering had only been added to my store on the Sunday so less than 24 hours.

The other thing I’ve considered is if it’s an issue with a guest checkout at least two orders that have experienced the same issue have been as a guest checkout one paying by square and one by paypal

Thanks for reaching back, with the site’s System Status Report (SSR). Let’s figure out why things are not lining up!

I understand this is an intermittent issue and, for identifying the culprit, it needs to be reproduced.

I suggest going ahead with testing the two considerations on a staging/development site (a copy of your installation), where all the rest of the plugins, except WooCommerce and the two payment gateways, will be deactivated.

Kindly check for all possible combinations and see if the issue can be reproduced with any of them.

For testing things out, feel free to utilize:
* Square plugin’s sandbox mode
* PayPal plugin’s testing in sandbox

Tools to help with troubleshooting

Meks Quick Plugin Disabler will remember what plugins you had active when you switch it back on.

You can clone your site to a staging environment and perform tests without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

Please let us know how that goes.