International issues and blank orders

  • Resolved iseai

    (@iseai)


    3 months, 2 weeks ago

    We use the core WooCommerce plugin and some of its paid sub plugins for event registration and we connect it to PayPal and Stripe. It has largely worked well for us since 2019. We have more recently had two issues:

    1) For a prior event we had issues where some international orders (we are based in the US) didn’t complete. I think complete information perhaps wasn’t passed to Stripe for credit card processing, based on some logs I looked at. But there could be other issues as well. It didn’t affect all international orders so I couldn’t really determine a pattern. I think certain countries/regions maybe didn’t have fields show up correctly on the checkout form?

    2) Also, at a more recent event we had some orders come through that were $0 and “blank” with no billing information listed. I don’t know how this could happen? I think the people buying a ticket thought it maybe worked, but they wouldn’t have received a receipt email because no email or name etc was captured apparently. We had many, many orders come through that were successful and looked normal. Just a handful were blank, and it happened over an extended period.

    I didn’t try setting up a staging server and disabling all other plugins yet, due to the time and complexity of that. And the long term testing of orders that would be required in order to duplicate these odd issues/bugs.

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Viewing 3 replies - 1 through 3 (of 3 total)

  • It could be a theme issue, a plugin issue or a payment gateway issue.

    Which payment gateway was used for the orders which where problematic? You could test in sandbox to try and isolate the issue.

    You could also test by deactivating plugins and changing themes. Looks like you are using way t many plugins and a theme which is out of date and bloated. Consider Twenty Twenty Four and much less plugins to avoid problems.

    Thread Starter iseai

    (@iseai)

    Thanks for your input! Stripe was/is the gateway.

    I feel like testing in a sandbox might be long and involved since the problems seem kind of random? So I hoped someone else might mention these are common issues and an easy-ish solution ?? We’d probably have to attempt actual paid registrations via our WooCommerce store many many times I’d think, to see a similar pattern that we’ve seen on the live site. And on the live site and in Stripe I don’t think we have seen anything obvious in error/transaction logs etc. But it could be worth a shot!

    Changing the theme and deactivating a bunch of our plugins would be a *lot* of work at this point and limit functionality, I think. The website supports hundreds of our non-profit’s members and is complex. But of course starting “from scratch” with a minimal theme and minimal plugins would make for a cleaner, faster, more modern website. Perhaps in the future. I did just deactivate some unused PopupMaker sub plugins, maybe that’ll help some.

    Hey there! Thanks for contacting us.

    As I understand you are using plugins purchased on our marketplace, correct?

    To ensure that we can assist you further, could you please create a new ticket on our support page and include the forum thread link? This will allow our team to review your specific issue and provide you with the best possible solution. You can do this by going to WooCommerce.com > MY profile > Support

    Have a wonderful day!

Viewing 3 replies - 1 through 3 (of 3 total)
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