International issues and blank orders

  • Resolved iseai

    (@iseai)


    3 months, 1 week 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.

    System Status Report

    ### WordPress Environment ###

WordPress address (URL): [Redacted]
Site address (URL): [Redacted]
WC Version: 9.1.4
Legacy REST API Package Version: ? 1.0.4
Action Scheduler Version: ? 3.7.4
Log Directory Writable: ?
WP Version: 6.6.1
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: ?
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.30
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 8.2.1
OpenSSL/3.1.1

SUHOSIN Installed: –
MySQL Version: 8.0.36-28
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

[REDACTED]

### Post Type Counts ###

attachment: 1213
aw_workflow: 13
bbx_canned_reply: 1
course_unit: 3
custom_css: 1
follow_up_email: 9
forum: 13
fusion_element: 81
fusion_icons: 1
fusion_template: 1
gd-topic-poll: 2
memberpresscoupon: 29
memberpressproduct: 10
memberpressrule: 29
mp-reminder: 8
mpdl-file: 114
nav_menu_item: 64
oembed_cache: 129
page: 182
popup: 17
popup_theme: 9
post: 29
product: 78
product_variation: 2
reply: 1408
revision: 2849
sfwd-courses: 2
sfwd-lessons: 3
sfwd-question: 92
sfwd-quiz: 5
sfwd-topic: 7
shop_coupon: 88
shop_order: 1207
shop_order_refund: 104
slide: 12
topic: 406
wcpa_pt_forms: 12
wp_global_styles: 1
wpcf7_contact_form: 2
wpcw_course: 1
wpsl_stores: 266

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (62) ###

Antispam Bee: by pluginkollektiv – 2.11.6
AutomateWoo: by WooCommerce – 6.0.32
Classic Editor: by WordPress Contributors – 1.6.4
Contact Form 7: by Takayuki Miyoshi – 5.9.8
Crisp: by Crisp – 0.46
Duplicate Page: by mndpsingh287 – 4.5.4
Easy Digital Downloads: by Easy Digital Downloads – 3.3.3
Fonts: by Brad Dalton - WP Sites – 2.3
Avada Builder: by ThemeFusion – 3.11.9
Avada Core: by ThemeFusion – 5.11.9
GA Google Analytics: by Jeff Starr – 20240701
Smash Balloon Instagram Feed: by Smash Balloon – 6.5.0
Login or Logout Menu Item: by cartpauj – 1.2.3
Mailchimp for WooCommerce: by Mailchimp – 4.2.1
MemberPress Downloads: by Caseproof
LLC – 1.1.6

MemberPress MailChimp 3.0: by Caseproof
LLC – 1.2.5

MemberPress Math CAPTCHA: by Caseproof
LLC – 1.1.8

MemberPress Plus 10 (Legacy): by Caseproof
LLC – 1.11.34

Menu Items Visibility Control: by Hassan Derakhshandeh – 0.5
Popup Maker - Advanced Targeting Conditions: by WP Popup Maker – 1.4.6
Popup Maker - Advanced Theme Builder: by Popup Maker – 1.2.0
Popup Maker - Age Verification Modals: by WP Popup Maker – 1.2.4
Popup Maker - AJAX Login Modals: by WP Popup Maker – 1.2.2
Popup Maker - EDD Pro: by Popup Maker – 1.0.1
Popup Maker - Exit Intent Popups: by WP Popup Maker – 1.4.0
Popup Maker - Forced Interaction: by WP Popup Maker – 1.0.2
Popup Maker - Geotargeting: by Popup Maker – 1.0.0
Popup Maker - Leaving Notices: by WP Popup Maker – 1.1.2
Popup Maker - Popup Analytics: by WP Popup Maker – 1.2.0
Popup Maker - Remote Content: by WP Popup Maker – 1.2.0
Popup Maker - Scheduling: by Popup Maker – 1.2.0
Popup Maker - Scroll Triggered Popups: by WP Popup Maker – 1.3.2
Popup Maker - Secure Idle User Logout: by WP Popup Maker – 1.2.1
Popup Maker - Terms & Conditions Popups: by WP Popup Maker – 1.1.2
Popup Maker - WooCommerce Pro: by WP Popup Maker – 1.0.1
Popup Maker: by Popup Maker – 1.19.0
Popup Maker - Aweber Integration: by Frank Corso – 1.0.2
Popup Maker - MailChimp Integration: by Popup Maker – 1.3.5
Popup Maker - Videos: by WP Popup Maker – 1.1.4
Security Optimizer: by SiteGround – 1.5.2
SQL Executioner: by Justin Watt – 1.4
User Role Editor: by Vladimir Garagulya – 4.64.2
WooCommerce Custom Product Addons Free: by Acowebs – 3.0.9
Advanced Order Export For WooCommerce: by AlgolPlus – 3.5.3
WooCommerce.com Update Manager: by Automattic – 1.0.3
WooCommerce Chained Products: by StoreApps – 3.6.0
Checkout Field Editor for WooCommerce (Pro): by ThemeHigh – 3.6.3
WooCommerce Checkout Manager: by QuadLayers – 7.5.7
WooCommerce Stripe Gateway: by WooCommerce – 8.6.1
WooCommerce Legacy REST API: by WooCommerce – 1.0.4
WooCommerce Order Status Control: by SkyVerge – 1.16.0
WooCommerce PayPal Payments: by WooCommerce – 2.8.3
WooCommerce: by Automattic – 9.1.4
Yoast SEO: by Team Yoast – 23.2
WP Courseware: by Fly Plugins – 4.15.0
WP Crontrol: by John Blackbourn – 1.17.0
WP Go Maps - Pro Add-on: by WP Go Maps – 8.1.22
WP Go Maps (formerly WP Google Maps): by WP Go Maps (formerly WP Google Maps) – 9.0.40
WP Mail Logging: by WP Mail Logging Team – 1.12.0
WP Mail SMTP: by WP Mail SMTP – 4.1.0
WP Store Locator - CSV Manager: by Tijmen Smit – 1.2.12
WP Store Locator: by Tijmen Smit – 2.2.241

### Inactive Plugins (9) ###

Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.3.3
bbPress: by The bbPress Contributors – 2.6.11
Checkout Field Editor for WooCommerce: by ThemeHigh – 2.0.3
Custom Product Tabs for WooCommerce: by Code Parrots – 1.8.5
Follow-Up Emails: by WooCommerce – 4.9.40
Mailchimp block: by bPlugins – 1.1.0
MemberPress WooCommerce: by Caseproof
LLC – 1.0.5

Speed Optimizer: by SiteGround – 7.6.4
Wordpress File Upload Pro: by Nickolas Bossinas – 4.22.1

### Settings ###

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

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

### Logging ###

Enabled: ?
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 30 days
Level threshold: –
Log directory size: 645 KB

### WC Pages ###

Shop base: #3881 - /store/
Cart: #3884 - /cart/ -  Contains the [woocommerce_cart] shortcode
Checkout: #3886 - /checkout/ -  Contains the [woocommerce_checkout] shortcode
My account: #3888 - /store-account/
Terms and conditions: #3900 - /store-terms/

### Theme ###

Name: Avada Child
Version: 6.2.1.1582589567
Author URL: https://themeforest.net/user/ThemeFusion
Child Theme: ?
Parent Theme Name: Avada
Parent Theme Version: 7.11.9
Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
WooCommerce Support: ?

### Templates ###

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada-child/woocommerce/emails/customer-completed-order.php
Avada-child/woocommerce/emails/customer-processing-order.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php


### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: US
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: –
PayPal Vault enabled: –
ACDC Vault enabled: –
Logging enabled: –
Reference Transactions: ?
Used PayPal Checkout plugin: –
Subscriptions Mode: Disabled

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
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
product-custom-fields
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
launch-your-store

Disabled Features: experimental-blocks
minified-js
pattern-toolkit-full-composability
product-pre-publish-modal
printful
settings
async-product-editor-category-field
product-editor-template-system

Daily Cron: ? Next scheduled: 2024-08-16 09:12:12 -04:00
Options: ?
Notes: 215
Onboarding: completed

### Action Scheduler ###

Canceled: 13
Oldest: 2024-07-15 18:32:26 -0400
Newest: 2024-07-26 22:05:16 -0400

Complete: 34,034
Oldest: 2024-07-15 17:30:20 -0400
Newest: 2024-08-15 17:29:20 -0400

Failed: 3,466
Oldest: 2022-12-13 14:21:48 -0500
Newest: 2024-07-26 22:05:17 -0400

Pending: 16
Oldest: 2024-08-15 17:29:39 -0400
Newest: 2024-08-21 22:14:35 -0400


### Status report information ###

Generated at: 2024-08-15 17:29:31 -04:00

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Brad Dalton

    (@wordpresssites)

    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)
  • You must be logged in to reply to this topic.