Add On Selections Sometimes Not Appear on Order in Admin

Hi there,

I hope you’re doing well.

If you saw the add-ons in the order, you should be able to see them in the order, since the order is created first.

In order to check what is happening, please send us the link to the product with the issue so we can check it.

Thanks for your cooperation.

Thanks Facundo. It might make sense to give you a Store Manager login to the site so you can review the products and the orders. Is there a secure way for me to share that with you?

An example of a product where we’ve seen this issue in orders is: https://www.woodprairie.com/product/hardwood-stakes/

Hi there,

unfortunately it’s not possible post login data here.

Can you record a video showing the issue?

Sorry for the delayed response, I was out of the office. Here is a screenshot of the item with options in an order where the options are not visible in admin:

https://www.dropbox.com/scl/fi/niqplblu9aje4nnomju7b/no-options.jpg?rlkey=8n1x8x09btypprwne8rpktjps&dl=0

And here’s how it’s supposed to look (from another order)—note the line “Color 1: White”:

https://www.dropbox.com/scl/fi/zi1715smzpnvufwkb359d/options.jpg?rlkey=qfq2gvbrbq8omkk873g1dnl5h&dl=0

Hello there,

I hope you’re doing well :D.

I made a test on your site as incognito and seems the addons are added to the order

See the following order

Unfortunately, I cannot reproduce the problem during my test.

Please, could you double check and see if you can reproduce it?

I’m looking forward your response.

Have a good day.

Unfortunately it’s not consistent, so I’m not surprised it didn’t happen this time. The logs don’t show anything either so I’m not sure how to proceed, other than it is something we’d like to get resolved.

Hello there,

without any chance to replicate the issue is not possible for us fix it.

Did you check if the issue happen with a WordPress default WordPress theme and WooCommerce only?

Our difficulty is that this only happens with a small subset of orders. So even if we did set up a staging site with just WooCommerce, Storefront, and the plugin installed, we’d have to run a huge number of test orders, and even then we couldn’t be sure that the problem wasn’t happening or if it just hadn’t happened yet.

What would be very helpful is if there is some kind of debugging or logging that we could enable so we’d have something to look for when the problem occurs and have some clue as to what is happening to prevent the options from being displayed in the order in WC Admin. Does your plugin have any kind of logging we can enable?

Hello there,

please update plugin to latest available release 4.8.0 and let us know if the problem persists.

Thanks for your cooperation.

Thanks, we’ve already installed that update and will let you know if the problem happens again.