Orders Not Showing in WooCommerce/Square

  • Resolved rebecca

    (@rebeccayoung)


    3 years, 10 months ago

    Hi,

    We have just made live a new version of our website (a copy of the original website that we have been working on locally). The transition from the ‘old’ to ‘new’ version seemed fine.

    However, we seem to be having ‘syncing’ issues with WooCommerce orders. We have just made a sale, and a successful payment has been made through Square, our platform of choice.

    The order is listed under Woocommerce > Orders, but the WooCommerce dashboard’s Orders tab (under Your Store Today) shows ‘Orders: 0’ (the dashboard’s Stat Overview shows ‘Orders: 1)’. In the WooCommerce app, the order is NOT showing in the Orders tab, but it is showing in the My Store overview. The transaction is there in the Square app, but there is nothing showing under ‘Active Orders’.

    If you are able to shed any light on what might be causing this disconnect, we would be very grateful for your help. Please let me know if further information is needed.

    • This topic was modified 3 years, 10 months ago by rebecca.

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there!

    Thanks for reaching out to us. You’ve found the main WooCommerce forum, but you have two options for support for the Square plugin:

    * Create a thread no the www.ads-software.com Square forum: https://www.ads-software.com/support/plugin/woocommerce-square/
    * Contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please do share what you’ve shared so far. Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    I’ll mark this thread as resolved as we know you’ll be checking for help in other places.

    Thread Starter rebecca

    (@rebeccayoung)

    Hi Hannah, thank you for your reply. We are reasonably sure that the problem isn’t with Square, and as we are not currently using WooCommerce premium extensions, we felt that the WooCommerce forums were the appropriate place to seek support.

    To sum up the issues we’re experiencing, since replacing our previous live WordPress site with the ‘new’ live site:

    • New (processing) orders are not appearing in the WooCommerce app’s Orders tab, or the ‘Your Store Today’ summary in the WordPress dashboard. They are appearing on the main Orders dashboard page (WooCommerce/Orders) and in the WooCommerce stats.
    • Previous (completed) orders are also not appearing in the WooCommerce app – there are no records of orders showing at all.
    • While the ‘new’ version of the site was in development, we made sales on the ‘old’ (live) site. Before publishing the ‘new’ site, we used WordPress’ import/export feature to ensure the orders, products, customers etc were up to date in the database. However, we have now noticed that the newer, imported orders no longer have a product attached to them. The ‘Product’ section is blank and the items subtotal reads ￡0.00. We are not sure if this is related the above, or a separate issue.

    Thank you again for your response so far. The status report for our site is below:

    
### WordPress Environment ###

WordPress address (URL): https://corinneyoungtextiles.co.uk
Site address (URL): https://corinneyoungtextiles.co.uk
WC Version: 5.2.2
REST API Version: ? 5.2.2
WC Blocks Version: ? 4.7.2
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.1.5
Log Directory Writable: ?
WP Version: 5.7.1
WP Multisite: –
WP Memory Limit: ? 40 MB - We recommend setting memory to at least 64MB. See: Increasing memory allocated to PHP
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.27
PHP Post Max Size: 64 MB
PHP Time Limit: 50000
PHP Max Input Vars: 5000
cURL Version: 7.64.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.7.32-log
Max Upload Size: 64 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.2.2
WC Database Prefix: wp1960_
Total Database Size: 30.13MB
Database Data Size: 22.97MB
Database Index Size: 7.16MB
wp1960_woocommerce_sessions: Data: 0.22MB + Index: 0.02MB + Engine InnoDB
wp1960_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp1960_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_woocommerce_order_itemmeta: Data: 0.14MB + Index: 0.16MB + Engine InnoDB
wp1960_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp1960_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_actionscheduler_actions: Data: 0.31MB + Index: 0.17MB + Engine InnoDB
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wp1960_actionscheduler_logs: Data: 0.16MB + Index: 0.14MB + Engine InnoDB
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wp1960_cli_cookie_scan_cookies: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_cli_cookie_scan_url: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp1960_postmeta: Data: 6.52MB + Index: 4.03MB + Engine InnoDB
wp1960_posts: Data: 2.52MB + Index: 0.48MB + Engine InnoDB
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wp1960_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_term_relationships: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp1960_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_usermeta: Data: 0.11MB + Index: 0.06MB + Engine InnoDB
wp1960_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp1960_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wc_customer_lookup: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp1960_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_wc_order_product_lookup: Data: 0.05MB + Index: 0.06MB + Engine InnoDB
wp1960_wc_order_stats: Data: 0.05MB + Index: 0.05MB + Engine InnoDB
wp1960_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp1960_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp1960_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp1960_woocommerce_square_customers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wpgdprc_consents: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wt_iew_action_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp1960_wt_iew_cron: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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### Post Type Counts ###

acf: 3
acf-field: 4
acf-field-group: 4
amn_smtp: 1
astra-advanced-hook: 6
attachment: 928
cookielawinfo: 6
custom_css: 1
customize_changeset: 76
elementor_library: 1
envira: 3
event: 1
exhibition: 26
feedback: 19
flamingo_contact: 144
flamingo_inbound: 170
foogallery: 1
jetpack_migration: 2
jetpack-portfolio: 1
mc4wp-form: 1
ml-slide: 15
ml-slider: 1
nav_menu_item: 20
oembed_cache: 23
page: 17
post: 1
press: 13
product: 127
product_variation: 2
revision: 424
shop_coupon: 4
shop_order: 171
shop_order_refund: 5
wpcf7_contact_form: 1

### Security ###

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

### Active Plugins (21) ###

ACF Content Analysis for Yoast SEO: by Thomas Kr?ftner
ViktorFroberg
marol87
pekz0r
angrycreative
Team Yoast – 3.0.1

Advanced Custom Fields: by Elliot Condon – 5.9.5
Akismet Anti-Spam: by Automattic – 4.1.9
Astra Pro: by Brainstorm Force – 3.3.2
Contact Form 7: by Takayuki Miyoshi – 5.4
CY Custom Pass: by  –
CY Exhibitions: by  –
CY Press: by  –
Flamingo: by Takayuki Miyoshi – 2.2.1
Jetpack by WordPress.com: by Automattic – 9.6.1
Mailchimp for WooCommerce: by Mailchimp – 2.5.1
MetaSlider: by MetaSlider – 3.20.3
Simple Lightbox: by Archetyped – 2.8.1
Ultimate Addons for Gutenberg: by Brainstorm Force – 1.22.2
Velvet Blues Update URLs: by VelvetBlues.com – 3.2.10
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.1
WooCommerce Square: by WooCommerce – 2.4.1
WooCommerce: by Automattic – 5.2.2
WordPress Importer: by wordpressdotorg – 0.7
Yoast SEO: by Team Yoast – 16.1.1
WP GDPR Compliance: by Van Ons – 1.5.6

### Inactive Plugins (1) ###

Really Simple SSL: by Really Simple Plugins – 4.0.14

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: GBP (￡)
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: ?

### WC Pages ###

Shop base: #8 - /shop/
Basket: #9 - /basket/
Checkout: #10 - /checkout/
My account: #11 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: corinneyoungtextiles
Version: 1.0.0
Author URL: https://www.rebeccayoungdesign.co.uk
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 3.3.3
Parent Theme Author URL: https://wpastra.com/about/
WooCommerce Support: ?

### Templates ###

Overrides: corinneyoungtextiles/woocommerce/emails/customer-completed-order.php
corinneyoungtextiles/woocommerce/emails/customer-new-account.php
corinneyoungtextiles/woocommerce/emails/customer-processing-order.php
corinneyoungtextiles/woocommerce/emails/customer-refunded-order.php
corinneyoungtextiles/woocommerce/emails/customer-reset-password.php

### Square ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Off

### Action Scheduler ###

Complete: 777
Oldest: 2021-03-24 13:05:23 +0000
Newest: 2021-04-24 10:43:44 +0100

Pending: 4
Oldest: 2021-04-24 11:43:44 +0100
Newest: 2021-04-26 13:05:54 +0100

### Status report information ###

Generated at: 2021-04-24 11:25:39 +01:00
    • This reply was modified 3 years, 10 months ago by rebecca. Reason: formatting
    Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    Thanks for clarifying! It sounded like there was a problem with syncing orders with Square – but now I understand that it’s a problem with the app itself. The problem is that the orders aren’t showing up everywhere, though they are showing up in the all-important WooCommerce > Orders overview.

    Thanks for sharing the system status log! I noticed a few interesting things:

    • WP Memory Limit: ? 40 MB - We recommend setting memory to at least 64MB. See: Increasing memory allocated to PHP > lack of memory can cause some strange behavior, so I’d recommend chatting with your host about increasing this. For more info, here are the WooCommerce server recommendations: https://docs.woocommerce.com/document/server-requirements/
    • In terms of plugins, it’s a fairly straight forward site, so I doubt that this is related to a plugin/theme conflict – though it’s always possible.

    Before publishing the ‘new’ site, we used WordPress’ import/export feature to ensure the orders, products, customers etc were up to date in the database.

    That may very well have caused some strange behavior – it’ll depend on exactly how the migration was handled. If it was a database level migration, it should be fine. However, WordPress’ built in tools aren’t meant to handle Woo data. If you check back on the old site, are you seeing the same display issues?

    You mention an app multiple times – is that the WooCommerce mobile app, by any chance?

    Plugin Support abwaita a11n

    (@abwaita)

    Hi @rebeccayoung,

    We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!

    If you have further questions, please feel free to open a new topic.

    Thanks.

Viewing 4 replies - 1 through 4 (of 4 total)
  • The topic ‘Orders Not Showing in WooCommerce/Square’ is closed to new replies.