Duplicate cancelled orders in some cases

  • Resolved rollybueno

    (@rollybueno)


    3 years, 9 months ago

    Hello,

    One of our client site is using Square payment exclusively for using cards. The other payment method is manual for a walk-in customers. In some cases, there are occasional order “duplication” happening where:

    – Paying through Square creates duplicate orders which all have been cancelled
    – The duplicate orders happened in between a minute interval

    These are the screenshots:
    – e.g. of problematic orders – https://prnt.sc/zv7dup
    – Square logs of the sample order – https://prnt.sc/zy9kum

    This issue is not happening 100% on all customers but only some of them and it’s random. We already have updated WC Square into latest version last week but we still see 1 order having same issue. The previous version is even worse with daily occurence.

    Can you please help?

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    For further troubleshooting, please get back to us with:

    1. System Status Report:

    You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    2. A screenshot of Square settings (WooCommerce > Settings > Square > Settings)

    If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/.
    You can share the direct link to the image as a response to this topic.

    3. Square Logs:

    Can you please share the Square logs for those duplicate orders as well, or is the log you shared originally specifically for those orders?

    [Please redact any private details, including address, name, email address, transaction details, API Keys, Passwords, etc]`

    Thread Starter rollybueno

    (@rollybueno)

    Hello Aashik, please check the items that you asked below.

    1.) System Status Report: https://gist.github.com/rollybueno/a5b2f55510d1ec2d04d2b10a1b45281a

    2.) https://i.imgur.com/1x1TVdp.png

    3.) Yes, the log that I’ve shared was for those duplicate orders.

    Thanks!

    • This reply was modified 3 years, 9 months ago by rollybueno.
    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    Apologies for the delay in response here.

    Nothing stands out in the System Status Report apart from the outdated WooCommerce database, which may not likely be the cause here, but is still worth checking if an update via WooCommerce > Status > Tools > Update database > Click – Update (Button on right) makes a difference in the duplicate orders you’re seeing on the store.

    Looking at the screenshot, all the orders seem to be for one user. Are you seeing this behavior with other customers as well, or is it just this customer?

    Thank you for working with us on this.

    Thread Starter rollybueno

    (@rollybueno)

    Hey there,

    The screenshot provided was for the problematic customer. The rest is normal and I didn’t include them.

    We’ll try updating the WC database and see in coming days if the issue persist. Please don’t close this thread ??

    Thanks!

    Plugin Support Aashik P – a11n

    (@aashik)

    We’ll try updating the WC database and see in coming days if the issue persist. Please don’t close this thread ??

    Sounds like a plan! Please also make sure to cross-check if the issue is specific to this customer, or other customers as well.

    Nico

    (@nicolamustone)

    Automattic Happiness Engineer

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 6 replies - 1 through 6 (of 6 total)
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