Order was paid, but not displaying in WooCommerce admin area

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    Hi there!

    Thank you for reaching out to us! I understand the issue with the missing order ID #45550 and the unexpected discount entry.

    To investigate this further, could you please provide the following details?

    1. Which payment gateway plugin are you using for processing payments via Tazapay? This information will help us understand if there could be a plugin-specific issue.
    2. Are all other orders paid via Tazapay appearing correctly in the WooCommerce order list? Or are you facing similar issues with other orders processed through this payment method?

    Additionally, the behavior you described (a missing order ID and a discount creation) is unusual. It could indicate an issue with how the payment gateway or any related plugins are interacting with WooCommerce.

    We do not suggest sharing login credentials here. Once we have more information about the issue, we will assist you further.

    In the meantime, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    • System Status Report?which you can find via WooCommerce > Status > Get system report > Copy for support.
    • Fatal error logs?(if any) under WooCommerce > Status > Logs.

    Once we have more information, we’ll be able to assist you further.   

    Thread Starter ahordii

    (@ahordii)

    Hey there!

    1. We are using the Tazapay Checkout Payment Gateway plugin developed by Tazapay.
    2. Yes, all of the other orders are there, we faced such an issue for the first time.

    Where I can add this system status report info? Should I share it publicly?

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ahordii,

    Thank you for your reply.

    You may share the System Status Report via https://quickforget.com if you wish to remove it automatically from this forum.

    Additionally, try to open the page for order 45550 directly by using these steps:
    1- Open order 45551
    2- Change the 45551 to 45550 in the browser’s URL field at the top and hit enter.

    Let me know what happens after this step.

    Best regards.

    Thread Starter ahordii

    (@ahordii)

    Hey @doublezed2 , here is the system report.

    About the steps you mentioned – when I did it, it returns an error page with the heading “You attempted to edit an order that does not exist. Perhaps it was deleted?”.

    Thanks.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ahordii,

    Thank you for your reply.

    I have reviewed the report and everything looks good here.
    However, I recommend updating WooCommerce to the latest version.

    The “order that does not exist” error means this order number does not exist in the database.
    Is there a possibility that this order was deleted? Is there another user with Admin access?

    To investigate the issue further, could you check all the orders created on January 14, 2025?
    Look for orders that match the product added in the missing order.

    Looking forward to your response. ??

    Thread Starter ahordii

    (@ahordii)

    Hey @doublezed2, thanks for your response!

    Yes, we have a few admins on the website, and no, the order wasn’t deleted for sure.

    There are no orders which match the product added in the missing order. Also, there are no other orders from this customer on January 14.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ahordii,

    Thank you for your reply.

    In the initial message you said:

    But instead of the order, under id 45550 on WordPress, we have a discount https://i.imgur.com/NzIwZp7.png

    Are you saying that you or your team did not create this coupon?
    Sharing a screenshot of the coupon configuration would be helpful.

    Additionally, could you check order confirmation emails on the 14th of January?
    Do you see all the “new orders emails” that were sent? Specifically, 45549 and 45551.

    Looking forward to your response. ??

    Thread Starter ahordii

    (@ahordii)

    Hello,

    no, I’m not saying that my team did not create this coupon. I’m saying that my team did not delete the order 45550.

    All the confirmation mails were sent. Also, administrator received a notification about order #45550 as well.

    Plugin Support Moses M. (woo-hc)

    (@mosesmedh)

    Hi @ahordii,

    Thank you for the clarification. Based on your explanation, I came up with two possible reasons for this issue.

    The first reason is that the order was processed. Since you mentioned the admin received an order confirmation email, it’s possible the order was deleted by another admin. You can confirm this by checking the Tazapay transaction history for the specific date to see if there’s a payment matching order number 45550.

    To clarify, the number 45550 you’re seeing on the coupon isn’t the same as the order number, it’s the coupon number. Every post in WordPress has a unique ID. If you look at the URL of this image (https://imgur.com/NzIwZp7), you’ll see it says “posts,” which rules out the possibility that the order was confused with a coupon.

    The second reason is that the Klaviyo plugin may have mistaken the creation of the coupon for an order and recorded it as such. While this could happen due to a plugin conflict, it’s unlikely.

    To further understand the issue, please share a screenshot of the order confirmation notice sent to the admin. Also, check Tazapay for any similar orders and let me know if a matching transaction exists.

    Lastly, we need to confirm if the email was actually sent by WooCommerce. Please install the WP Mail Logging plugin to see all emails sent, and check if you can find the email sent to the admin for this order.

    Please respond with your observations and answers to my questions.

    Thread Starter ahordii

    (@ahordii)

    Hello @mosesmedh,

    Here is the screenshot of the order confirmation notice sent to the admin https://i.imgur.com/fxhHvH7.png.

    I installed WP Mail Logging plugin, but it doesn’t show up previous mail history https://i.imgur.com/sIaN5qO.png. How can I check the email sent to the admin for this order?

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ahordii,

    Thank you for your reply and sharing screenshot.

    The WP Mail Logging logs the emails after it is activated, it will not show emails before it was installed.

    Regarding the missing order issue, it is most likely that it was deleted by a user by mistake.
    At this point, we do not have sufficient information to confirm this 100%.

    I suggest you also install the WP Activity Log plugin to monitor activities on your site.
    This will help keep track of all the events occurring on the site.

    Please don’t hesitate to contact us again if you have more questions or concerns.
    We are here to help ??

    Best regards.

Viewing 11 replies - 1 through 11 (of 11 total)
  • You must be logged in to reply to this topic.