Edit Order > Add Item > Results Inconsistent

  • Hi guys,

    I’ve been trying to troubleshoot for a client site. When they try to add an item to an order via the dashboard, it gives the small popup/overlay, but when typing the results aren’t accurate at all.

    I’ve checked visibility of the items we’re testing, they’re correct, also stock is fine. Typing the product title doesn’t always return the items, but then typing the SKU does.

    If the product name is ‘Vintage Gold Talon Candlestick’ for example, searching for ‘talon’ or ‘candlestick’ finds it, but searching for ‘vintage’ or ‘gold’ doesn’t return it. Case doesn’t make a difference.

    I found this old thread: https://www.ads-software.com/support/topic/order-add-item-product-search/

    …and tried the recommended approach to rebuild the product lookup tables, but this didn’t resolve it.

    Opening browser dev tools to check for errors from the ajax call doesn’t show any errors, and the network tab shows the ajax call and it seems okay.

    This is happening on both a live and local copy of the site, so shouldn’t be related to the environment it’s running in. Latest copy of Woo.

    Any pointers would be appreciated, thanks.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Mirko P.

    (@rainfallnixfig)

    Hello @crdunst,

    This sounds a bit strange as I could not reproduce the issue on my test site. The search box is working correctly for items with long product names.

    If you change the theme to Storefront and deactivate all other plugins except WooCommerce does it work?

    Kindly let us know.

    Thread Starter crdunst

    (@crdunst)

    Hi @rainfallnixfig thanks for coming back to me, sorry for the delay.

    I’ve tried on my local copy as you suggest, disabling all but Woo plugin, switching to Storefront, it’s still happening.

    The item is called ‘Kooky Lemur Wallpaper in Silver’. Searching for:

    > ‘kooky’ = no matches found
    > ‘lemur’ = product not found, just 3 variations of another item with Lemur in title, but lots of items have ‘Lemur’ in the title, they’re not found either
    > ‘wallpaper in silver’ = item found as expected
    > ‘[sku]’ = item found as expected

    It’s puzzling. Are you able to signpost me to the code in Woo please that handles this ajax search and returns the results, so I can debug it?

    Many thanks.

    • This reply was modified 3 years, 5 months ago by crdunst.
    Mirko P.

    (@rainfallnixfig)

    Hello @crdunst,

    Thanks for getting back.

    I’ve created this specific product on a new installation of WordPress, WooCommerce and the Storefront theme, and I’m able to retrieve the product searching with the terms you indicated:

    Search results for: kooky
    https://snipboard.io/k4v8Dr.jpg

    Search results for: lemur
    https://snipboard.io/mcBfNZ.jpg

    —

    For now, I’d recommend checking if there are any PHP fatal errors that can be useful when investigating an issue with a site:

    https://docs.woocommerce.com/document/finding-php-error-logs/

    For further troubleshooting, could you please also share a copy of your site’s System Status? 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.

    Thanks!

    Thread Starter crdunst

    (@crdunst)

    @rainfallnixfig thanks for coming back to me, and attempting to recreate and screenshotting.

    Slightly crossed wires though – the search where the results are inconsistent is when trying to add a product to a pending order.

    So if you have an order in ‘pending payment’ status, you can go into the order and add an item to the order. It’s this ajax product search that seems to be giving inconsistent results.

    Please see the following:

    ‘kooky’ = no results
    https://snipboard.io/oXB6aF.jpg

    ‘lemur’ = a different product is returned with Lemur in desc field, but not the product in question:
    https://snipboard.io/Sbaogi.jpg

    ‘wallpaper in silver’ = finds the item
    https://snipboard.io/X4BF1R.jpg

    ‘[sku]’ = finds the item
    https://snipboard.io/YtCFAX.jpg

    Based on the above, are you able to recreate this?

    Thanks in advance.

    Mirko P.

    (@rainfallnixfig)

    Hey @crdunst,

    I attempted to add the product “Kooky Lemur Wallpaper in Silver” to an existing “On hold” order and was able to search and retrieve the product using search terms “kooky” and “lemur”:

    * https://i.imgur.com/Xx2ltPB.png
    * https://i.imgur.com/cewESod.png

    Since there is no way to replicate on my end, probably this problem is likely limited solely to your configuration.

    While we investigate this further, could you please share a copy of your site’s System Status? 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.

    Also, kindly share any fatal error logs found under:

    WooCommerce > Status > Logs

    If there are no fatal errors recorded then you could look into setting WordPress in debugging mode and logging errors/warnings to a file. The following documentation explains how this can be done:

    – https://www.ads-software.com/support/article/debugging-in-wordpress/#example-wp-config-php-for-debugging

    Thanks.

    Thread Starter crdunst

    (@crdunst)

    @rainfallnixfig once again, thanks for your time and efforts, much appreciated.

    It’s strange it’s happening on both live, and a local copy if it’s environment related.

    I’ll double-check for errors, and could potentially strip out customer data from a clone of the DB to share with you if I can’t get to the bottom of it.

    I’ll report back, thanks again…

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