Details being deleted no customer information on order

  • Resolved mercurydan

    (@mercurydan)


    1 year, 4 months ago

    After updating to the latest WooCommerce PayPal Payments I had issues where the name, email, shipping details were gone. Paypal came up with an error message below and the payment went through. Its like miscommunication between the website and Paypal and the details were deleted. I am getting other payments come through from different plugins for credit card that work fine. I rolled back to a previous version but dont know if this fixed the problem yet.

    • CANNOT_BE_NEGATIVE: Must be greater than or equal to zero. If the currency supports decimals, only two decimal places are supported.
    • CANNOT_BE_ZERO_OR_NEGATIVE: Must be greater than zero. If the currency supports decimals, only two decimal places are supported.
    
WordPress Environment


WC Version: 7.8.2
REST API Version: ? 7.8.2
WC Blocks Version: ? 10.6.0
Action Scheduler Version: ? 3.6.1
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_AU
External object cache: –

Server Environment

Server Info: Apache
PHP Version: 8.1.21
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.85.0
OpenSSL/3.0.9

SUHOSIN Installed: –
MySQL Version: 5.7.39-42-log
Max Upload Size: 256 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_
Total Database Size: 441.50MB
Database Data Size: 305.59MB
Database Index Size: 135.91MB
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Security

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Hide errors from visitors: ?

Active Plugins (79)

ELEX Address Validation & Google Address Auto Complete Plugin for WooCommerce (Basic): by ELEXtensions – 1.6.4
Advanced Coupons for WooCommerce Free: by Rymera Web Co – 4.5.6
Afterpay Gateway for WooCommerce: by Afterpay – 3.5.4
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Akismet Anti-Spam: Spam Protection: by Automattic - Anti Spam Team – 5.2
ELEX WooCommerce Australia Post Shipping With Tracking: by ELEXtensions – 3.1.4
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BBQ Firewall: by Jeff Starr – 20230303
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Elementor: by Elementor.com – 3.14.1
ELEX Dynamic Pricing and Discounts for WooCommerce Basic Version: by ELEXtensions – 1.3.2
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Forminator: by WPMU DEV – 1.24.6
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Indeed Ultimate Affiliate Pro: by WPIndeed Development – 8.1
Indeed Social Share & Locker Pro: by indeed – 7.8
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.11
Newsletter, SMTP, Email marketing and Subscribe forms by Brevo: by Brevo – 3.1.67
MyCryptoCheckout: by edward_plainview – 2.125
MyCryptoCheckout: by edward_plainview – 2.125
Order Minimum/Maximum Amount for WooCommerce: by WPFactory – 4.3.1
Podcast Subscribe Buttons: by SecondLine Themes – 1.4.7
POLi Payments for WooCommerce: by Merco – 5.2.6
WooCommerce PDF Invoices, Packing Slips, Delivery Notes and Shipping Labels: by WebToffee – 4.1.0
Product Visibility by User Role for WooCommerce: by WP Wham – 1.8.1
Recover Abandoned Cart: by FantasticPlugins – 23.7
reCAPTCHA for WooCommerce: by WPElitePlugins – 1.1.2
Rank Math SEO: by Rank Math – 1.0.119.1
SiteGround Security: by SiteGround – 1.4.5
SVG Support: by Benbodhi – 2.5.5
Tawk.to Live Chat: by Tawkto – 0.8.0
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.23.7

User Switching: by John Blackbourn & contributors – 1.7.0
Tabs – Responsive Tabs with WooCommerce Product Tab Extension: by Biplob Adhikari – 4.0.5
Visibility Logic for Elementor: by StaxWP – 2.3.5.1
Wizit Gateway for WooCommerce: by Wizit – 1.0.9
Woocommerce Customers Order History: by javmah – 5.2.1
WooCommerce Blocks: by Automattic – 10.6.0
Order Weight for WooCommerce: by Andreas Karman – 1.2
WPC Product Bundles for WooCommerce (Premium): by WPClever – 7.2.5
Product Feed PRO for WooCommerce: by AdTribes.io – 12.7.8
WooCommerce Eway Payment Gateway: by WooCommerce – 3.6.2
Booster for WooCommerce: by Pluggabl LLC – 6.0.6
WooCommerce PayPal Payments: by WooCommerce – 2.1.0 (update to version 2.2.0 is available)
Brevo - WooCommerce Email Marketing: by Brevo – 3.0.10
Woocommerce Side Cart Premium: by XootiX – 3.1
WooCommerce Visibility: by codemine – 5.2
WooCommerce Wholesale Prices: by Rymera Web Co – 2.1.8
WooCommerce: by Automattic – 7.8.2 (update to version 7.9.0 is available)
WP All Export Pro: by Soflyy – 1.8.3
eForm - WordPress Form Builder: by WPQuark – 4.17.1
WP Last Modified Info: by Sayan Datta – 1.8.8
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.16

WP Rollback: by GiveWP.com – 1.7.3
WP-Sweep: by Lester 'GaMerZ' Chan – 1.1.8
WP All Export - WooCommerce Export Add-On Pro: by Soflyy – 1.0.6
WPElite Plugins Updater: by WPElitePlugins – 1.0.2
WPForms Lite: by WPForms – 1.8.2.2
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WPSSO Commerce Manager Catalog Feed XML: by JS Morisset – 2.6.1
WPSSO Google Merchant Feed XML: by JS Morisset – 6.6.1
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Zip - WooCommerce: by Zip – 2.3.18

Inactive Plugins (19)

Advanced Order Export For WooCommerce: by AlgolPlus – 3.4.0
Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.9.2
Auto Coupons for WooCommerce: by RLDD – 2.2.11
Better Search Replace: by WP Engine – 1.4.2
Broken Link Checker: by WPMU DEV – 2.2.0
Disable Bloat for WordPress & WooCommerce: by Disable Bloat – 3.2.9
Exporter for eForm: by WPQuark – 1.8.0
Health Check & Troubleshooting: by The www.ads-software.com community – 1.6.0
Import Export WordPress Users and WooCommerce Customers: by WebToffee – 2.4.2
OMGF: by Daan from Daan.dev – 5.6.1
Order Export & Order Import for WooCommerce: by WebToffee – 2.3.7
Post Types Order: by Nsp Code – 2.0.9
Query Monitor: by John Blackbourn – 3.13.1
Search & Replace: by Inpsyde GmbH – 3.2.1
SiteGround Optimizer: by SiteGround – 7.3.3
Site Kit by Google: by Google – 1.105.0
WordPress Persistent Login: by Luke Seager – 2.0.15
WP All Export - User Export Add-On Pro: by Soflyy – 1.0.7
Zotpress: by Katie Seaborn – 7.3.4

Settings

API Enabled: ?
Force SSL: ?
Currency: AUD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)
woosb (woosb)

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: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

WC Pages

Shop base: #15305 - /magnesium-shop/
Cart: #8 - /cart/
Checkout: #50401 - /checkout/
My account: #41726 - /my-account/
Terms and conditions: ? Page not set

Theme

Name: Astra Child
Version: 1.0.0
Author URL: https://wpastra.com/about/
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 4.1.6
Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
WooCommerce Support: ?

Templates

Overrides: astra-child/woocommerce/checkout/form-billing.php
astra-child/woocommerce/emails/admin-new-order.php

Product Visibility by User Role Settings

Product Visibility by User Role: yes
Hide catalog visibility: yes
Make non-purchasable: yes
Modify query: yes
Hide menu items: no
Hide product categories/tags: no
Redirect:
Enable Redirect URLs per product: no
Replace description: no
Content to replace with, e.g.: Log in to see the product description.:
Replace short description: no
Content to replace with, e.g.: Log in to see the product description.:
User roles to display in settings: Array
(
[0] => administrator
[1] => customer
[2] => wholesale_customer
)
Admin products list column: yes
Product quick edit: yes
Products bulk edit: no
Bulk settings for role administrator: not set
Enable/Disable:
Hide all:
Products:
Invisible:
Product categories:
Invisible:
Product tags:
Invisible:
Bulk settings for role customer: not set
Enable/Disable:
Hide all:
Products:
Invisible:
Product categories:
Invisible:
Product tags:
Invisible:
Bulk settings for role wholesale_customer: not set
Enable/Disable:
Hide all:
Products:
Invisible:
Product categories:
Invisible:
Product tags:
Invisible:

WooCommerce PayPal Payments

Onboarded: ?
Shop country code: AU
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: ?

Admin

Enabled Features: activity-panels
analytics
product-block-editor
coupons
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
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: core-profiler
minified-js
new-product-management-experience
product-variation-management
settings
async-product-editor-category-field

Daily Cron: ? Next scheduled: 2023-07-19 05:08:22 +10:00
Options: ?
Notes: 28
Onboarding: completed

Action Scheduler

Canceled: 64
Oldest: 2023-06-19 15:37:21 +1000
Newest: 2023-07-10 15:04:29 +1000

Complete: 6,732
Oldest: 2023-06-19 09:20:15 +1000
Newest: 2023-07-18 16:00:39 +1000

Failed: 546
Oldest: 2022-09-15 07:15:24 +1000
Newest: 2023-07-18 10:38:56 +1000

Pending: 9
Oldest: 2023-07-19 02:43:59 +1000
Newest: 2023-08-16 14:41:51 +1000

Status report information

Generated at: 2023-07-18 16:03:35 +10:00
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Viewing 15 replies - 1 through 15 (of 30 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @mercurydan

    Thank you for reaching out to us, we are here to help.

    We have not received more similar reports, so our best guess is that this situation is caused by a conflict with a 3rd party plugin and our plugin. You have 79 additional plugins activate on your site, so this is a very probable cause for such an issue.

    You may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for?WooCommerce and?PayPal Payments to see if the behavior persists. Here’s a guide that explains the steps in more detail: How to test for conflicts.

    Once you find out what combination of plugins is causing this failure, we would like to hear from you, so we can test the same situation on our testing environment, and see if we can do anything to resolve the issue.

    Pending your response.

    Kind regards,
    Joost

    I am having the same issue. I rolled it back to previous version until it gets sorted. We also have 70+ plugins.

    • This reply was modified 1 year, 4 months ago by danriefstahl.

    We just had an order like this arrive an hour ago; it says the person was a guest checkout (we deactivated guest checkout a few weeks ago) and there is no customer information at all on the order. We have 22 plugins installed.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @danriefstahl and @coppercentaur

    I am sorry to hear you are also encountering this issue. However, this issue did not yet show up for us on our testing environments and so far we have been unable to reproduce this issue. This would then also be the first thing we need to do: find a way how we can reproduce this issue.

    In order to find out how to do this, I was asking to perform conflict tests and find out what plugin might be causing this. When we know how we can reproduce this, we can put the data in front of our developers, that in their turn can review this and see if we can put a solution in place.

    If you are not able to perform such a test or don’t know how, you could also encounter us via a private engagement, so we can take a look at your site in more detail.

    Please see if you can help us, so we can start working on this situation.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    One thing I forgot to ask: where are you not seeing these details? On the WooCommerce order or on the PayPal Transaction overview? If you can share some screenshots of this, that would also be helpful.

    Thank you.

    Kind regards,
    Joost

    Same issue here.

    If you go to WooCommerce > Orders > Select Order, all deets are empty.

    In case it matters, all orders with zero deets used the same coupon code.

    P.S. Latest PHP, latest WP, latest Woo, all other plugins at latest too; 31 plugins in total.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @ilimitadostudio

    Thank you for your responses, I have tried a bit more to recreate this issue, but also with coupons the customer details are still present as before on the WooCommerce orders.

    Would it be possible to create a private engagement with us, so you can share system report, coupon details, screenshots of the issue, etc, so we can try to reproduce this issue?

    Kind regards,
    Joost

    Morning. I’ve just did that for you now. Just a standard “thankyou” coupon, default offering, not a premium plugin version or anything like that.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Thank you @ilimitadostudio

    I have responded to your support request and pending your response. If any other merchants want to do the same for this, we welcome you to also open a private engagement?with us.

    We believe this issue might be caused by a change we made for improving Alternative Payment Method and need to look closer into these cases. If this affects you, we agree with taking the action mentioned above and roll back to a previous release, so you don’t run into this issue and avoid the problems for your customers.

    Kind regards,
    Joost

    christoph-ED

    (@webagenturerding)

    we have the same problems since the update. some orders have no data for adresse, etc …

    Thread Starter mercurydan

    (@mercurydan)

    I try to share screenshots on here but they are not accepted because they have no attribute tag. Do you have an image website that works on here because pastebin doesnt work for me.
    I got my first order with Paypal after rollback to previous version and everything works fine. The missing details are on /wp-admin/edit.php?post_type=shop_order NOT paypal website.

    • This reply was modified 1 year, 4 months ago by mercurydan.
    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @mercurydan

    I usually use https://snipboard.io/ for sharing images.
    So far, I have received access to test on from other merchants, but have not been able to reproduce the issue. If anyone can provide us instructions, clues to how this issue occurred, please share it with us.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello everybody,

    I wanted to share an important discovery regarding an issue we are currently facing. While investigating the problem, I found one way to recreate it. However, I strongly believe there might be other scenarios that can lead to the same issue. That’s why I am reaching out to this community for help in identifying more versions of this situation.

    Currently, I was able to trigger the problem when an additional mandatory checkbox was added to the checkout page but left unchecked during the payment process. Specifically, when you click the PayPal button and confirm the payment without checking the box, an error occurs upon returning to the checkout page. Interestingly, if you remain on the page for a few minutes, the order is created without billing details.

    I suspect there might be other required details that, when not correctly handled, could cause similar problems. I kindly request this community’s assistance in testing and exploring various setups to identify more ways to recreate this issue and cover all its variants.

    Our developers now have at least one test case to analyze, which will hopefully aid in finding a solution for the upcoming release. Please share any relevant details with us that could assist in discovering more variants or options to reproduce this error.

    Thank you for your collaboration.

    Best regards,
    Joost

    I have a customer with the same issue – since updating, PayPal comes thru without billto/shipto info…

Viewing 15 replies - 1 through 15 (of 30 total)
  • The topic ‘Details being deleted no customer information on order’ is closed to new replies.