order not found

Hi @shaar7

Thanks for reaching out!

I understand that the Order #15559 was placed on your site, however, you cannot find it under WooCommerce > Orders, correct?

Can you please confirm if this is happening to this specific order only? Or, are there any other orders that are missing as well? If so, can you please check if there are any patterns or similarities to these orders? Like, same products, same product type, same categories, same customers, same shipping location, same payment gateway, etc?

Meanwhile, please try the following troubleshooting tips and see if this resolve the issue?

• Check the Order Date: It’s possible that the order could be listed under a different date range. To verify this, navigate to WooCommerce > Orders and adjust the date filter to include a wider range of dates. This will help you determine if the order was placed on a different date than expected.

• Search by Customer Details: You can also try searching for the order using the customer’s details, such as their name, email address, or billing address. To do this, navigate to WooCommerce > Orders and use the search bar to input the customer’s information.

Otherwise, can you please try to replicate Order #15559 using Cash on Delivery and see this is recorder under WooCommerce > Orders?

If so, please provide us with a screenshot of the Order Details for Order #15559 for us to check this further.

Furthermore, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

sorry for late reply.
1- its only happened with 1 order which i mentioned.

2- regarding, can you please try to replicate Order #15559 using?Cash on Delivery?and see this is recorder under?WooCommerce > Orders?

• i cant do it because the order its not appear on the orders page.

status log:

`
### WordPress Environment ###

WordPress address (URL): https://kotorby.ca-kw.com
Site address (URL): https://kotorby.ca-kw.com
WC Version: 7.8.2
REST API Version: ? 7.8.2
WC Blocks Version: ? 10.2.4
Action Scheduler Version: ? 3.5.4
Log Directory Writable: ?
WP Version: 6.2.2
WP Multisite: ?
WP Memory Limit: 6 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.33
PHP Post Max Size: 6 GB
PHP Time Limit: 0
PHP Max Input Vars: 5000
cURL Version: 7.87.0
OpenSSL/1.1.1p

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.6.12-MariaDB-cll-lve
Max Upload Size: 3 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.8.2
WC Database Prefix: wp_43_
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### Post Type Counts ###

attachment: 329
cms_block: 2
custom_css: 1
dokan_announcement: 1
elementor_library: 4
global_product_addon: 2
language_switcher: 5
nav_menu_item: 37
page: 17
portfolio: 9
post: 3
product: 70
product_variation: 2
revision: 762
shop_coupon: 7
shop_order: 416
woodmart_layout: 1
woodmart_sidebar: 2
wp_block: 1
yaymail_template: 15

### Security ###

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

### Active Plugins (36) ###

Admin Menu Editor Pro: by Janis Elsts – 2.16.2
Click to Chat: by HoliThemes – 3.29
Code Snippets: by Code Snippets Pro – 3.4.2
Dokan: by weDevs – 3.7.21
Dokan Pro: by weDevs – 3.7.22
Easy WP SMTP: by Easy WP SMTP – 2.1.0
Elementor: by Elementor.com – 3.14.1
Email Customizer for WooCommerce: by ThemeHigh – 2.5.7
LiteSpeed Cache: by LiteSpeed Technologies – 5.5
Max upload filesize: by Yinlong – 1.1.0
mPDF addon for PDF Invoices: by WebToffee – 1.0.8
MyFatoorah - WooCommerce: by MyFatoorah – 2.2.2
WooCommerce PDF Invoices, Packing Slips, Delivery Notes and Shipping Labels: by WebToffee – 4.0.10
TranslatePress - Translator Accounts Add-on: by Cozmoslabs
Cristian Antohe – 1.0.5

TranslatePress - Multilingual: by Cozmoslabs
Razvan Mocanu
Madalin Ungureanu
Cristophor Hurduban – 2.5.6

WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.5.3
Checkout Field Editor for WooCommerce (Pro): by ThemeHigh – 3.1.7
CURCY - WooCommerce Multi Currency Premium: by VillaTheme – 2.2.3
WooCommerce Product Add-ons: by WooCommerce – 6.3.1
WooCommerce: by Automattic – 7.8.2
Woodmart Core: by  – 1.0.39
Yoast SEO: by Team Yoast – 20.10
Prime Mover: by Codexonics – 1.8.7
User Switching: by John Blackbourn & contributors – 1.7.0
Classic Editor: by WordPress Contributors – 1.6.3
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.9.8

NS Cloner - Site Copier: by Never Settle – 4.2.2.2
Wordfence Security: by Wordfence – 7.10.0
Code Snippets: by Code Snippets Pro – 3.4.2
LiteSpeed Cache: by LiteSpeed Technologies – 5.5
Yoast SEO: by Team Yoast – 20.10
EWWW Image Optimizer: by Exactly WWW – 7.1.0
Woodmart Core: by  – 1.0.39
OneSignal Push Notifications: by OneSignal – 2.4.0
JetBackup: by JetBackup – 2.0.3
WooCommerce: by Automattic – 7.8.2

### Inactive Plugins (14) ###

Advanced Dynamic Pricing for WooCommerce: by AlgolPlus – 4.4.1
Bookeey Payment Gateway: by Writerz Wall – 4.6.0
Facebook for WooCommerce: by Facebook – 3.0.26
PayLe Payment Gateway for WooCommerce: by PayLe – 1.3.1
Product Prices by User Roles for WooCommerce: by Tyche Softwares – 1.6.0
Site Kit by Google: by Google – 1.104.0
Smart Coupons For WooCommerce Coupons: by WebToffee – 1.4.6
Variation Swatches for WooCommerce: by Emran Ahmed – 2.0.21
WooCommerce Advanced Product Labels: by BeRocket – 1.2.5
WooCommerce Conditional Shipping and Payments: by SomewhereWarm – 1.9.5
Woocommerce Sadad Payment Gateway: by [email protected] – 1.0.1
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.15

WP Crontrol: by John Blackbourn & crontributors – 1.15.2
XML Sitemap Generator for Google: by Auctollo – 4.1.11

### Must Use Plugins (1) ###

prime-mover-cli-plugin-manager.php: by  –

### Settings ###

API Enabled: –
Force SSL: –
Currency: KWD (?.?)
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 screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

### WC Pages ###

Shop base: #7 - /shop/
Cart: #8 - /cart/
Checkout: #9 - /checkout/
My account: #10 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Woodmart Child
Version: 1.0.0
Author URL: https://xtemos.com
Child Theme: ?
Parent Theme Name: Woodmart
Parent Theme Version: 7.2.4
Parent Theme Author URL: https://themeforest.net/user/xtemos
WooCommerce Support: ?

### Templates ###

Overrides: woodmart/woocommerce/archive-product.php
woodmart/woocommerce/cart/cart-item-data.php
woodmart/woocommerce/cart/cart.php version 7.4.0 is out of date. The core version is 7.8.0
woodmart/woocommerce/cart/cross-sells.php
woodmart/woocommerce/cart/mini-cart.php version 5.2.0 is out of date. The core version is 7.8.0
woodmart/woocommerce/checkout/form-checkout.php
woodmart/woocommerce/checkout/thankyou.php
woodmart/woocommerce/content-product-cat.php
woodmart/woocommerce/content-product.php
woodmart/woocommerce/content-single-product.php
woodmart/woocommerce/content-widget-product.php
woodmart/woocommerce/global/breadcrumb.php
woodmart/woocommerce/global/form-login.php
woodmart/woocommerce/global/quantity-input.php version 7.4.0 is out of date. The core version is 7.8.0
woodmart/woocommerce/loop/add-to-cart.php
woodmart/woocommerce/loop/loop-end.php
woodmart/woocommerce/loop/loop-start.php
woodmart/woocommerce/loop/no-products-found.php version 2.0.0 is out of date. The core version is 7.8.0
woodmart/woocommerce/loop/orderby.php
woodmart/woocommerce/loop/pagination.php
woodmart/woocommerce/loop/sale-flash.php
woodmart/woocommerce/myaccount/form-login.php
woodmart/woocommerce/product-searchform.php
woodmart/woocommerce/single-product/add-to-cart/grouped.php
woodmart/woocommerce/single-product/add-to-cart/variable.php
woodmart/woocommerce/single-product/meta.php
woodmart/woocommerce/single-product/product-attributes.php
woodmart/woocommerce/single-product/product-image.php version 3.5.1 is out of date. The core version is 7.8.0
woodmart/woocommerce/single-product/product-thumbnails.php
woodmart/woocommerce/single-product/rating.php
woodmart/woocommerce/single-product/related.php
woodmart/woocommerce/single-product/sale-flash.php
woodmart/woocommerce/single-product/tabs/description.php
woodmart/woocommerce/single-product/tabs/tabs.php
woodmart/woocommerce/single-product/title.php
woodmart/woocommerce/single-product/up-sells.php
woodmart/woocommerce/single-product-reviews.php
woodmart/woocommerce/single-product.php

Outdated Templates: ?
					
					
						Learn how to update

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
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
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

Disabled Features: core-profiler
minified-js
new-product-management-experience
product-variation-management
settings
async-product-editor-category-field

Daily Cron: ? Next scheduled: 2023-07-07 05:46:11 +00:00
Options: ?
Notes: 154
Onboarding: skipped

### Action Scheduler ###

Complete: 820
Oldest: 2023-06-05 11:43:27 +0000
Newest: 2023-07-05 19:02:59 +0000

Failed: 10
Oldest: 2023-02-14 21:31:53 +0000
Newest: 2023-06-02 11:55:42 +0000

Pending: 2
Oldest: 2023-07-06 13:18:09 +0000
Newest: 2023-07-06 13:18:09 +0000


### Status report information ###

Generated at: 2023-07-06 14:42:14 +03:00
`

HI @shaar7

Thanks for your confirmation above.

2- regarding, can you please try to replicate Order #15559 using?Cash on Delivery?and see this is recorder under?WooCommerce > Orders?

In this case, how did you know that there was an Order #15559? Is it thru the Order Confirmation Email? If so, please use the details from there to replicate the order on your end.

Meanwhile, I noticed that your support thread has been marked as resolved. I just wanted to check in with you to see if your issue has indeed been resolved, or if you still need further assistance.

If you still have questions or concerns, please don’t hesitate to let us know. We’re always here to help!

hello,

the customer took a screen shoot for the thank you page, which appears after payment and checkout. picture below:
https://imgtr.ee/image/CHeaj

its happened one time only. but am checking if there an issue so not to happen again.

orders page attached which is not showing the order:
https://imgtr.ee/image/CH6Ps

Howdy @shaar7

Thank you for elaborating further on this. I’m afraid the screenshots are not available on my end:

Can you try with a different service, like https://snipboard.io/ for sending them again, please?

Furthermore, while investigating the site’s System Status Report (SSR), I noticed outdated software installed (from 2021), and that:

PHP Time Limit: 0

I recommend setting the PHP Time Limit to 300, or above, and making sure all software is updated to their latest version. Meanwhile, deactivated plugins can also be deleted, as their code still exists in the site.

Looking forward to your response, cheers!