Open Order disappeared

Hello @sevun can you submit a screenshot of what you’re looking at? Are you referring to many orders are just one? Are you seeing $0.00 and no name in the order list?

If that’s the case please go to WooCommerce > Status > Tools and then click the first button Clear Transients for WooCommerce transients and the second for Expired transients then clear browser cache and refresh your page.

If that’s not it a screenshot and an Systems Report would be nice. Go to WooCommerce > Status > Get Systems Report and pasting that here inside using a Code Block. Please ensure it’s free of <br> tags before pasting or use Github to show casing it redacting any information other than plugins that you don’t want others seeing.

Thank you for your advice but the order has not reappeared. Plugin are updated.

Hi @sevun,

Thank you for reaching out.

I understand you’re having an issue with a disappearing order and user from your store. Also, it seems you’ve already tried disabling all plugins, switching to Store Front, and checking your backups with no success.

One possible explanation to such an occurrence could be that the order and user data were somehow deleted from the database. Does any other user have admin rights from your store? Since you have the payment on your Stripe account and the email confirmation, this means that the transaction was successful, at least from the payment side.

Are you able to check if there are any error logs under WooCommerce > Status > Logs? This can help with further investigations into the issue. Furthermore, did you already have a chance to place an order and see if it disappeared from the store dashboard? The reason I’m asking this is to understand if this issue can be replicated.

Looking forward to your reply.

Hi @ckadenge,

I checked the database about 12 hour after the purchase. There is no purchase. I don’t have bill generated. At this stage, I will contact the customer in order to check if she received a bill with email confirmation(if she received something).

Im the only admin on this installation, however 2 admin account had access to online a staging website (Woo and an other web dev Yith). I have check (on Wordfence) who logged in successfully between the purchase and the moment I realised that the order disappeared, only me appear.

I placed a new order, this time everything seems to be OK. The bill (Wpovernight) was edited end a copy was send to dropbox + email confirmation.

Finally, I could note find any error in the logs. Here is what I have during this period of time:

https://kpaste.infomaniak.com/BxYt9AhYlYDH-VoQYq-hm2Z46sLRZURR#FKD6sTUn7xUd7wx9F5HqTfeESV9ZMa2zhAXpuxbPJYzk

I hope it helps. Thanks for helping.

Hi @sevun,

I checked the database about 12 hour after the purchase. There is no purchase. I don’t have bill generated. At this stage, I will contact the customer in order to check if she received a bill with email confirmation(if she received something)

This sounds like a plan, please reach out to your customer and let us know how it goes.

Im the only admin on this installation, however 2 admin account had access to online a staging website (Woo and an other web dev Yith). I have check (on Wordfence) who logged in successfully between the purchase and the moment I realised that the order disappeared, only me appear.

Thank you for confirming this for us. In that case, the details from the customer will help us understand if this needs even further investigations.

I placed a new order, this time everything seems to be OK. The bill (Wpovernight) was edited end a copy was send to dropbox + email confirmation.

Could you please share a copy of your system status report so that we can take a closer look at your site environment? This way, I can have a better understanding of the plugins you have installed. You can find it under WooCommerce > Status > Get system report > Copy for support.

Finally, I could note find any error in the logs. Here is what I have during this period of time:

For the logs, are you able to click on the log from the date the order disappeared and copy then pate the content to https://gist.github.com/ and send the link here. This way, we can further investigate the logs for further information about the issue.

Looking forward to your reply.