Orders disappearing

  • Resolved howdv

    (@howdv)


    3 years, 10 months ago

    Hi,

    I’ve had 2 orders that came in, notification emails received by all, but the orders then disappeared from Woocommerce. They appear in Stripe with order numbers doubled-up.

    I.e. order #1234 & #1235 come in the morning, but these orders disappear. In the afternoon another 2 orders come in & they are given order #1234 & #1235 as well. So in woocommerce the order numbers look fine – all sequential with nothing missing.

    In Stripe I can see all 4 orders, #1234 & #1235 appearing twice going to different people.

    This happened about 3 weeks ago (they are just chasing late deliveries now) & all other orders after are fine. So it’s not possible to run tests, that I’m aware of.

    Would help if anyone has experienced this before. Knows what could have caused this, or things I can do to prevent it from happening again.

    Thanks in advance

Viewing 4 replies - 1 through 4 (of 4 total)

  • Hi @howdv,

    By default, WooCommerce order numbers aren’t sequential so I’ll advise you to start by investigating any extension on your site that offers that functionality.

    If there’s no extension on your site that offers that functionality, I’ll advise navigating to WooCommerce > Status > Logs and checking the dropdown to see if there are “fatal” error logs that could point you in the right direction.

    Also, we’ve seen a few cases where a theme/plugin conflict caused the issue you’re describing, so I recommend following this guide to do a conflict test: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

    I hope that helps!

    Thread Starter howdv

    (@howdv)

    Hi,

    Thanks for reply.

    I don’t need order numbers to be sequential, just saying that they are (& have always been). But they should be unique. If by default they are not sequential then what are they? Surely if my next sale is #100, then the one after will be #101. Or are you saying it could be random? I’m a little confused on that.

    Checking the log for that day, there are no fatal errors. There is only the log of the 2 transactions that do appear in Woocommerce, but no sign of the other 2 that are only in Stripe.

    With the theme/plugin conflict test. Surely this is only for a persistent/consistent issue? Like I mentioned, there was a problem with 2 orders, then all other orders after that have been fine. If there was a conflict then surely the 2 orders later that day with the repeat order # would not appear also. I did not do any updates that day, or for a few days after. If I put an order through now, even with all plugins & current theme turned on, it will work. So not sure what turning them off & repeating it now will do to help?

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    The main issue here seems to be that 2 orders “disappeared” from your site database, which meant that WooCommerce saw that those order numbers were not being used.

    Is there any info in the Stripe orders/charges for these ones that might shed any kind of light on this?

    Sometimes we see this with sites that are restored from a backup, if that’s the case.

    If by default they are not sequential then what are they? Surely if my next sale is #100, then the one after will be #101. Or are you saying it could be random?

    They will always be in order, but not sequential, if that makes sense. If you get an order #100, then it will never be #99 next, but it might be #102, 103, etc.

    Mirko P.

    (@rainfallnixfig)

    It’s been a while since we last heard back from you, I’m going to mark this thread resolved.

    Hopefully, the above information helped you out! If you have further questions, please feel free to open a new topic.

    Cheers.

Viewing 4 replies - 1 through 4 (of 4 total)
  • The topic ‘Orders disappearing’ is closed to new replies.