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Resolved

(@spiderboy222)

Hello,
I hope someone out there may be able to help, because I’m in a situation with Woocommerce and I don’t know what to do. I run a website called genexhaust.com for a small business in Indiana. They have quite a few products that use Woocommerce and Paypal for checkout.

I’ve had this all setup for years, and never had any problems that I can recall. On 7/18/23, we started having orders occasionally come through which will generate a Woocommerce receipt with the billing/shipping data missing. The customer data will still pass to Paypal, and the Paypal receipt will show their data. However, the customer Woocommerce receipt, and the notification receipt both are missing all of the billing/shipping data completely.

It does not happen on every order. It is completely random. One order will come through with the problem, and then another order will come through without it. There have been a couple of times that customers had trouble placing an order at all, though I don’t know exactly what they were experiencing when that happened.

This is resulting in angry customers, and frustrated business owners, and they are looking to me to resolve this issue as soon as possible, and I have no idea what to do here.

I have not installed any new plugins in quite a while, so it is not possible that it is a new plugin conflict of any type. Woocommerce is up to date, and the Woocommerce database is up to date. All of the other plugins are up to date as well.

When I look at the orders on the backend of the site, on the main page that shows all the orders, it will only show an order #, instead of an order # and customer name. When I open up an order, it shows the following:

BillingEdit

Address:No billing address set.

Email address:

ShippingEdit

Address:No shipping address set.

Can anyone help? This is causing a lot of problems and I need to get it resolved somehow as soon as possible. Here is the system report for the site:

` WordPress Environment

WordPress address (URL): https://genexhaust.com
Site address (URL): https://genexhaust.com
WC Version: 7.9.0
REST API Version: ? 7.9.0
WC Blocks Version: ? 10.4.6
Action Scheduler Version: ? 3.6.1
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: – Server Environment

Server Info: Apache
PHP Version: 7.4.9
PHP Post Max Size: 100 MB
PHP Time Limit: 0
PHP Max Input Vars: 3000
cURL Version: 7.72.0
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.27-MariaDB
Max Upload Size: 100 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ? Database

WC Database Version: 7.9.0
WC Database Prefix: wp_5d3cdba81a209_
Total Database Size: 270.82MB
Database Data Size: 247.41MB
Database Index Size: 23.41MB
wp_5d3cdba81a209_woocommerce_sessions: Data: 0.88MB + Index: 0.01MB + Engine MyISAM
wp_5d3cdba81a209_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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`

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Viewing 10 replies - 1 through 10 (of 10 total)

Owadud
(@owadud655)

1 year, 3 months ago
It’s possible that there might have been a change or update that caused the issue. Can you please check the following settings?
1. Check WooCommerce Settings: Double-check your WooCommerce settings to ensure that the billing and shipping fields are properly configured. Go to WooCommerce > Settings > Shipping and also WooCommerce > Settings > Payments to review the setup.
2. Check Payment Gateway Settings: Verify the settings of the PayPal payment gateway in WooCommerce. Ensure that the relevant billing and shipping fields are mapped correctly with PayPal.
Thread Starter spiderboy222
(@spiderboy222)

1 year, 3 months ago

Hi Owadud,
Thank you for your reply and for trying to help. As per your suggestions, I checked all of those settings. Everything appears to me to be correct. I’m also thinking that an update may be the cause of the issue. I’m wondering if this could be a bug in Woocommerce.

Do you know if there is any way to report an issue to the developers at Woocommerce, and/or perhaps pay someone for assistance with this issue? It’s really important to get this resolved, and I’m at a loss on what to do.

What’s really frustrating is that I do not even know how to reproduce the issue on a test order. It just happens randomly.

Thread Starter spiderboy222
(@spiderboy222)

1 year, 3 months ago

I am thinking this must be related to this last Woocommerce update, which was on 7/17 (the day before the first problem began), I have reverted the site back to the previous version of Woocommerce. I’m going to give it some time and see if orders that come in now have any issues. If after several days to a week, there are no more problems, then that would indicate to me it was indeed a result of the last Woocomerce update.

If that is the case, then it would seem to me to be either a bug in the last update, or perhaps the update somehow did not install correctly. I’ll post an update as things progress in case anyone else follows this post.

ubeo
(@ubeo)

1 year, 3 months ago

Same issue here. Since the last WC update, 2 orders are missing both addresses, 1 order is OK.

@spiderboy222 Can you confirm that some orders were OK after the update and other were missing the address too ?

Thread Starter spiderboy222
(@spiderboy222)

1 year, 3 months ago

Hi Ubeo,
Yes, that is correct. It is random. One order will come through fine, or maybe several, and then one will come through missing all of the data on both addresses. This problem began with orders on 7/18 for us. The latest Woocommerce update was the day before on 7/17. I need to try to figure out a way to report this to the Woocommerce developers.

valerio_cas
(@valerio_cas)

1 year, 3 months ago

I am having the exact same issue since the last update. The address data is not coming through on some PayPal orders. It seems to be random.

glanzi
(@glanzi)

1 year, 3 months ago

We are facing the same issue with random orders, we couldn’t identify any common info. It appears to be not related to products or type of PayPal payment.

ubeo
(@ubeo)

1 year, 3 months ago

It seems to be related to the WooCommerce Paypal Payment plugin. There is a fix here : https://github.com/woocommerce/woocommerce-paypal-payments/issues/1522

This seems to have solved our problem.

Plugin Support Shameem R. a11n
(@shameemreza)

1 year, 3 months ago

Hi @spiderboy222

Could you please follow this solution and do let us know how it goes?

Thanks!

Plugin Support Gabriel – a11n
(@gabrielfuentes)

1 year, 3 months ago

I’m marking this as resolved since it’s been awhile since you responded. We’ll be here if/when you need us.

Viewing 10 replies - 1 through 10 (of 10 total)

The topic ‘Woocommerce Order receipts – sometimes missing Billing/Shipping data’ is closed to new replies.