Problema con ordini non registrati

Hello @borboletanna,

Hello, I have received requests for assistance from customers who have paid for orders placed on our website https://www.borseggi.it. Payment was made with SumUp payment method via SumUp plugin. I checked the transactions from the Sumup app and there are such payments but Woocommerce Orders have not been registered.

Just to make sure I understand you correctly, some orders are missing from WooCommerce > Orders but you can see the payment in the gateway dashboard.


In the payment dashboard, I assume you’ll find the order ID associated with the order. You can try taking the ID and accessing that specific order page by replacing the 123 with your order ID in the link below.

https://www.borseggi.it/wp-admin/post.php?post=123&action=edit

Let us know if the order link is opens the order page or whatever behaviour you encounter.

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.

It’s also worth checking if there are any fatal error logs from WooCommerce > Status > Logs and choosing from the drop-down menu the fatal-errors.log option.

Look forward to hearing back from you.

For sure 2 Orders are missing from WooCommerce > Orders

I came to know of the existence of these orders only through email assistance from the customer who asked for shipping times!

Unfortunately, however, I only see the actual payment via SumUp on the SumUp website or App – I have the transaction ID but not the order ID.

How can I send you screenshots?

The order link opens the error page “You are trying to edit an item that doesn’t exist.?Maybe it was cancelled?”

site’s System Status: ( I didn’t have the same problem with other customers)

WordPress Environment

WordPress address (URL): https://www.borseggi.it
Site address (URL): https://www.borseggi.it
WC Version: 5.1.3
REST API Version: ?</img> 5.1.3
WC Blocks Version: ?</img> 4.4.3
Action Scheduler Version: ?</img> 3.1.6
WC Admin Version: ?</img> 2.0.4
Log Directory Writable: ?</img>
WP Version: ?</img> 5.4.12 - è disponibile una versione più recente di WordPress (6.1.1)
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?</img>
Language: it_IT
External object cache: –

Server Environment

Server Info: Apache
PHP Version: 7.3.33
PHP Post Max Size: 256 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.71.0
OpenSSL/1.1.1p

SUHOSIN Installed: –
MySQL Version: 5.6.43-cll-lve
Max Upload Size: 128 MB
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img> Il tuo server non ha la classe SoapClient attiva - alcuni plugin gateway che usano SOAP potrebbero non funzionare correttamente.
DOMDocument: ?</img>
GZip: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

Database

WC Database Version: 5.1.2
WC Database Prefix: wp_
Dimensione totale database: 22.06MB
Dimensione dati database: 18.54MB
Dimensione indice database: 3.52MB
wp_woocommerce_sessions: Dati: 3.13MB + indice: 0.10MB + motore MyISAM
wp_woocommerce_api_keys: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_attribute_taxonomies: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_downloadable_product_permissions: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_order_items: Dati: 0.04MB + indice: 0.03MB + motore MyISAM
wp_woocommerce_order_itemmeta: Dati: 0.28MB + indice: 0.20MB + motore MyISAM
wp_woocommerce_tax_rates: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_woocommerce_tax_rate_locations: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_shipping_zones: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_shipping_zone_locations: Dati: 0.01MB + indice: 0.02MB + motore MyISAM
wp_woocommerce_shipping_zone_methods: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_payment_tokens: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_payment_tokenmeta: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_woocommerce_log: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_acl: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_blocks: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_countries: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_lab: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_lab_ip: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_lab_net: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_log: Dati: 1.27MB + indice: 0.69MB + motore MyISAM
cerber_qmem: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
cerber_traffic: Dati: 2.65MB + indice: 0.16MB + motore MyISAM
wp_actionscheduler_actions: Dati: 0.21MB + indice: 0.10MB + motore MyISAM
wp_actionscheduler_claims: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_actionscheduler_groups: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_actionscheduler_logs: Dati: 0.18MB + indice: 0.10MB + motore MyISAM
wp_cerber_files: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_cerber_sets: Dati: 0.19MB + indice: 0.00MB + motore MyISAM
wp_cerber_uss: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_check_email_log: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_commentmeta: Dati: 0.01MB + indice: 0.02MB + motore MyISAM
wp_comments: Dati: 0.15MB + indice: 0.07MB + motore MyISAM
wp_links: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_mailchimp_carts: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_mailchimp_jobs: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_masterslider_options: Dati: 0.09MB + indice: 0.00MB + motore MyISAM
wp_masterslider_sliders: Dati: 0.12MB + indice: 0.01MB + motore MyISAM
wp_options: Dati: 2.48MB + indice: 0.11MB + motore MyISAM
wp_postmeta: Dati: 5.17MB + indice: 0.94MB + motore MyISAM
wp_posts: Dati: 1.36MB + indice: 0.28MB + motore MyISAM
wp_termmeta: Dati: 0.01MB + indice: 0.02MB + motore MyISAM
wp_terms: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_term_relationships: Dati: 0.02MB + indice: 0.05MB + motore MyISAM
wp_term_taxonomy: Dati: 0.01MB + indice: 0.01MB + motore MyISAM
wp_usermeta: Dati: 0.11MB + indice: 0.07MB + motore MyISAM
wp_users: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_wcpdf_invoice_number: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wcpdf_invoice_number_2021: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wcpdf_packing_slip_number: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wcpdf_receipt_number: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wc_admin_notes: Dati: 0.05MB + indice: 0.00MB + motore MyISAM
wp_wc_admin_note_actions: Dati: 0.02MB + indice: 0.01MB + motore MyISAM
wp_wc_category_lookup: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wc_customer_lookup: Dati: 0.01MB + indice: 0.02MB + motore MyISAM
wp_wc_download_log: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wc_order_coupon_lookup: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wc_order_product_lookup: Dati: 0.03MB + indice: 0.04MB + motore MyISAM
wp_wc_order_stats: Dati: 0.01MB + indice: 0.02MB + motore MyISAM
wp_wc_order_tax_lookup: Dati: 0.01MB + indice: 0.01MB + motore MyISAM
wp_wc_product_meta_lookup: Dati: 0.04MB + indice: 0.06MB + motore MyISAM
wp_wc_reserved_stock: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_wc_tax_rate_classes: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_wc_webhooks: Dati: 0.00MB + indice: 0.00MB + motore MyISAM
wp_yoast_indexable: Dati: 0.81MB + indice: 0.22MB + motore MyISAM
wp_yoast_indexable_hierarchy: Dati: 0.01MB + indice: 0.05MB + motore MyISAM
wp_yoast_migrations: Dati: 0.00MB + indice: 0.01MB + motore MyISAM
wp_yoast_primary_term: Dati: 0.01MB + indice: 0.01MB + motore MyISAM
wp_yoast_seo_links: Dati: 0.04MB + indice: 0.03MB + motore MyISAM
wp_yoast_seo_meta: Dati: 0.01MB + indice: 0.01MB + motore MyISAM

Post Type Counts

attachment: 1026
custom_css: 2
customize_changeset: 82
nav_menu_item: 47
oembed_cache: 14
page: 22
popup: 2
popup_theme: 8
portfolio: 36
post: 21
product: 292
product_variation: 132
revision: 339
shop_order: 148
shop_order_refund: 7
sp_wps_shortcodes: 1
wpcf7_contact_form: 6
wpephpcompat_jobs: 16

Security

Secure connection (HTTPS): ?</img>
Hide errors from visitors: ?</img>

Active Plugins (26)

CAPTCHA 4WP: by WP White Security – 7.1.1
Akismet Anti-Spam: by Automattic – 5.0.1
Check & Log Email: by WPChill – 1.0.6
Classic Editor: by Contributori WordPress – 1.6.2
Contact Form 7: by Takayuki Miyoshi – 5.3.2
Cookie Notice & Compliance for GDPR / CCPA: by Hu-manity.co – 2.4.4
Goodlayers Function: by Goodlayers – 1.0
Goodlayers Portflio Post Type: by Goodlayers – 1.0.0
Goodlayers Importer: by Goodlayers – 1.0.0
Jetpack by WordPress.com: by Automattic – 8.4.3
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.7
Master Slider Pro: by averta – 3.2.14
PHP Compatibility Checker: by WP Engine – 1.5.2
Popup Maker: by Popup Maker – 1.17.1
SumUp Payment Gateway For WooCommerce: by SumUp – 1.1
WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.4.0
Widget Logic: by WPChef – 5.10.4
Checkout Field Editor for WooCommerce: by ThemeHigh – 1.8.1
WooCommerce PayPal Payments: by WooCommerce – 2.0.1
PDF Invoices & Packing Slips for WooCommerce: by WP Overnight – 3.2.6
PDF Invoices & Packing Slips for WooCommerce - Premium Templates: by WP Overnight – 2.19.4
WooCommerce: by Automattic – 5.1.3
Yoast SEO: by Team Yoast – 15.4
WP Cerber Security, Antispam & Malware Scansione: by Cerber Tech Inc. – 8.9.6
WP Overnight Sidekick: by WP Overnight – 2.5.1
YITH WooCommerce Catalog Mode: by YITH – 2.0.11

Inactive Plugins (7)

Facebook for WooCommerce: by Facebook – 2.6.9
Google XML Sitemaps: by Auctollo – 4.1.7
Product Slider for WooCommerce: by ShapedPlugin – 2.2.3
Related Products for WooCommerce: by PeachPay – 3.3.13
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3
WooCommerce Shipping & Tax: by WooCommerce – 2.1.0
WPC Custom Related Products for WooCommerce: by WPCodelibrary – 1.3.2

Settings

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right_space
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: #8346 - /eshop/
Carrello: #2026 - /carrello/
Pagamento: #2027 - /pagamento/
Il mio account: #2028 - /my-account/
Termini e condizioni: #6035 - /servizio-clienti/

Theme

Name: greennature-child
Version: 1.23
Author URL: https://www.goodlayers.com
Child Theme: ?</img>
Parent Theme Name: GreenNature
Parent Theme Version: 1.24
Parent Theme Author URL: https://www.goodlayers.com
WooCommerce Support: ?</img>

Templates

Archive Template: Il tuo tema ha il file woocommerce.php
non potrai sovrascrivere il template personalizzato woocommerce/archive-product.php poiché woocommerce.php ha priorità su archive-product.php. Questo serve a prevenire problemi di visualizzazione.

Overrides: greennature/woocommerce/emails/customer-completed-order.php
greennature/woocommerce/emails/customer-invoice.php
greennature-child/woocommerce/emails/customer-new-account.php

WooCommerce PayPal Payments

Onboarded: –
Shop country code: IT
WooCommerce currency supported: ?</img>
Advanced Card Processing available in country: ?</img>
Pay Later messaging available in country: ?</img>
Webhook status: –
Vault enabled: –
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ?</img>
Tracking enabled: –

Action Scheduler

Completato: 48
Oldest: 2022-12-01 11:27:40 +0100
Newest: 2022-12-28 14:31:45 +0100

Status report information

Generated at: 2022-12-28 15:07:48 +01:00
`

Thanks

Unfortunately, however, I only see the actual payment via SumUp on the SumUp website or App – I have the transaction ID but not the order ID.

How can I send you screenshots?

The order link opens the error page “You are trying to edit an item that doesn’t exist. Maybe it was cancelled?”

I understand this isn’t something regularly happening for example with cash orders or other payment methods.

First, you’re running an outdated version of WordPress and WooComemrce that we no longer support.

Please check the guides below on how to update your site safely.

– https://www.ads-software.com/support/article/updating-wordpress/

– https://woocommerce.com/document/how-to-update-woocommerce/


Also, please reach out to the payment provider plugin and let us know what they have to say.

Every payment should have details about the order so they can at least share with you the order ID.

As for sharing screenshots, you can use Snipboard.

Let us know how it goes!

Buongiorno, qui riporto il link agli screenshot https://snipboard.io/MyYdQG.jpg (1a transazione SumUp per Ordine Woocommerce non registrato)

https://snipboard.io/VSvyU8.jpg (2a transazione SumUp per Ordine Woocommerce non registrato)

https://i.snipboard.io/1W6Upk.jpg (Woocommerce Pagina Ordini)

Non ho aggiornato ancora WordPress nè WooCommerce, vero ma il problema è racchiuso solo su 2 ordini in 2 periodi distinti, gli altri Ordini sono stati processati senza impedimenti.

Ho avvertito il fornitore dei servizi di pagamento di questa variazione nella descrizione sommaria sulla transazione senza specifica del numero di Ordine, che fino a luglio invece compariva. rimango in attesa di un loro riscontro.

Hi @borboletanna

Thanks for providing the screenshots.

This is quite strange that the orders are not being placed under WooCommerce > Orders after successful payment via the SumUp plugin.

Can you please check if there are any patterns or similarities on these two (2) orders? Like, same product, same category, same customer, same location? If you could replicate again the same order on your end and see if you can reproduce the same problem here?

If so, then, it would be best to wait for the developers of the SumUp plugin for further assistance here.

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

Thanks!