xinyao123

Hi @doublezed2,

Thank you for your response.

Could you contact the plugin support and ask them about the issue?
Their insights might help resolve the issue.

I’ve already created a new topic at the plugin support to ask for assistance from Delyva, it has been two days, and nobody has replied to my question since I made the topic.

Therefore, may I know any solution from your side that can help to fix the issue? Because even if I uninstalled the Delyva plugin, the disappeared order was not restored in my Order Overview.

Thank you for your assistance.

Best regards.

Hi @carolm29

Just to confirm, have you checked the Trash tab on the orders page?

We don’t have the Trash tab on the orders page. Screenshot.

The fatal error you shared is regarding a conflict with the cache plugin you have. It is possible that the caching plugin might be interfering with this. Can you please deactivate it and check if the issue persists?

We had used two cache plugins which are the breeze and object cache pro, and after I deactivate the plugins, the issue still persists.

If it does, can you please check if you are able to see the order and the status of the order inside the?wp_posts?table in the?post_status?field on the database.

On the database, I am able to see the order and the status (https://snipboard.io/qAeWhV.jpg), and I found that if the order with status: wc-ready-to-collect, the order will disappear in our site admin Order Overview during comparison. (https://snipboard.io/sWvKid.jpg)

Hope the above information can help to solve my issue.

Thank you.

Hi @doublezed2

Could you tell me what is the name of the plugin that adds the “package is ready” feature?
A link to the plugin page will be helpful.

The plugin is Delyva. Link: Delyva Plugin — WordPress.com.

Could share details about that order from the other site?

My other website is jabraonline.com.my, one of the missing orders is #41370, image link: https://snipboard.io/tHG1pb.jpg, https://snipboard.io/INDY0x.jpg, https://snipboard.io/t5HVew.jpg, https://snipboard.io/K1XuPJ.jpg.

Hope this would help you.

Thank you.

Hi @carolm29

Thanks for following up on this issue, please see my reply below:

It seems you have a plugin that affects the orders, correct? There’s a “package is ready” section on the order pages. Did you use this plugin on all the sites that had this issue?
If you deactivate it, does the order show up?

Yes, I had used this plugin on all the sites. And after I deactivate it, the order didn’t show up.

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

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. Then you can use the selector to search for Fatal Errors.

Here is the GitHub link that included the System status report & Fatal error log: https://gist.github.com/xinyao505/fb33b028d5d0fb1c62e44b952c00be83

Hope this info can help for troubleshooting the issue.

Thanks, and Best Regards.

• This reply was modified 8 months, 3 weeks ago by xinyao123.

Hi @anastas10s

Thanks for your response, please see my reply below:

From what I gather, the customer could not find their order at their?My account > Orders?section (documentation linked here, for reference), while the order also can not be found in the?Orders Overview?screen, when a store manager or administrator searches (documentation linked here, for reference). Am I getting this?

Yes.

Has the customer placed other orders, or this would be their only one? In case they have placed other orders, can they be found, or otherwise?

This order was the only one.

Is this the first time this happened? Is there an external system connected to your WooCommerce store (like an?ERP, or?CRM)? How about backups of the store – are there any available?

Not the first time, my other websites have had the same issue occur before. No external system is connected. Have backup entire website application in the cloudways.

What records are there, that the order was placed, in the first place?

We will receive an email notification when a new order created.

Could you please provide us with a screenshot, so that we can see what you are describing?

Image links: https://snipboard.io/s4lR6r.jpg, https://snipboard.io/l9hapq.jpg, https://snipboard.io/sHdkwY.jpg. You can compare the second and third screenshot to see the differences.

Thanks and Best Regards.

Hi @afzalpansuvi,

Thank you for your detailed response and helpful suggestions.

The WooCommerce Product Blocks plugin sounds like a great solution for achieving the dynamic elements and customization we need. I’ll definitely look into it.

Additionally, I appreciate the pointers on using hooks and templates. I’ll review the WooCommerce documentation to explore these customization options further.

If I have any more questions or need further assistance, I’ll be sure to reach out.

Thanks again for your support!

Thank you for the recommendation! I’ll be sure to reach out to the WooCommerce community for assistance with this. Your help is much appreciated.

Hi,

Thank you for your response and apologies for any oversight regarding the site address. I appreciate your suggestions.

I’m actually still in the planning stage of building the website, so I’m exploring methods to customize the product card display. I’m aiming for a layout similar to the one in this image: https://ibb.co/hshxHDx. If you have any insights or examples of how this could be accomplished, I would greatly appreciate it.

Thank you for your understanding and assistance.

• This reply was modified 10 months ago by xinyao123.