Woocommerce orders missing details

Hi there,

In order to troubleshoot this further, can you share a copy of your status report as found under **WooCommerce > Status**? I’m asking as I’m wondering whether there are any plugins or template overrides that would affect the checkout page/fields.

Thanks!

Hi @riaanknoetze here’s the System Stutus

### WordPress Environment ###

WordPress address (URL): https://www.happyfamilies.com.au
Site address (URL): https://www.happyfamilies.com.au
WC Version: 4.8.0
REST API Version: ? 4.8.0
WC Blocks Version: ? 3.8.1
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 1.7.3
Log Directory Writable: ?
WP Version: 5.6
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_AU
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.13
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 5.7.31-34-log
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.8.0
WC Database Prefix: wp_
Total Database Size: 699.93MB
Database Data Size: 475.14MB
Database Index Size: 224.79MB
wp_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 2.52MB + Index: 6.95MB + Engine InnoDB
wp_woocommerce_order_items: Data: 2.52MB + Index: 1.52MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 41.56MB + Index: 14.03MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
cerber_acl: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
cerber_blocks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
cerber_countries: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
cerber_lab: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
cerber_lab_ip: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
cerber_lab_net: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
cerber_log: Data: 1.52MB + Index: 0.63MB + Engine InnoDB
cerber_qmem: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
cerber_traffic: Data: 2.52MB + Index: 0.14MB + Engine InnoDB
wp_actionscheduler_actions: Data: 1.02MB + Index: 0.56MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 1.03MB + Index: 0.28MB + Engine InnoDB
wp_activewoo_iptable: Data: 5.39MB + Index: 6.64MB + Engine MyISAM
wp_cerber_files: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cerber_sets: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cerber_uss: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 0.16MB + Index: 0.31MB + Engine InnoDB
wp_comments: Data: 15.52MB + Index: 10.09MB + Engine InnoDB
wp_custom_options_plus: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wp_ewwwio_images: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_gf_addon_feed: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_gf_draft_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_gf_entry: Data: 12.52MB + Index: 3.03MB + Engine InnoDB
wp_gf_entry_meta: Data: 16.55MB + Index: 23.59MB + Engine InnoDB
wp_gf_entry_notes: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_gf_form: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_gf_form_meta: Data: 0.27MB + Index: 0.00MB + Engine InnoDB
wp_gf_form_revisions: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_gf_form_view: Data: 1.52MB + Index: 1.94MB + Engine InnoDB
wp_hf_coupons: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
wp_layerslider: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 3.38MB + Index: 0.23MB + Engine InnoDB
wp_postmeta: Data: 62.59MB + Index: 55.16MB + Engine InnoDB
wp_posts: Data: 13.38MB + Index: 3.75MB + Engine InnoDB
wp_rac_abandoncart: Data: 3.52MB + Index: 0.00MB + Engine InnoDB
wp_rac_email_logs: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
wp_rac_templates_email: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_redirection_404: Data: 1.02MB + Index: 0.27MB + Engine InnoDB
wp_redirection_groups: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_redirection_items: Data: 0.11MB + Index: 0.16MB + Engine InnoDB
wp_redirection_logs: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_relevanssi: Data: 13.52MB + Index: 24.92MB + Engine InnoDB
wp_relevanssi_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_relevanssi_stopwords: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_responsive_menu_pro: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_revslider_css: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_revslider_layer_animations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_navigations: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_revslider_sliders: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_revslider_slides: Data: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_revslider_static_slides: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rg_form: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_rg_form_meta: Data: 0.16MB + Index: 0.00MB + Engine InnoDB
wp_rg_form_view: Data: 1.52MB + Index: 0.58MB + Engine InnoDB
wp_rg_incomplete_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_rg_lead: Data: 2.52MB + Index: 0.36MB + Engine InnoDB
wp_rg_lead_detail: Data: 1.52MB + Index: 2.69MB + Engine InnoDB
wp_rg_lead_detail_long: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
wp_rg_lead_meta: Data: 2.52MB + Index: 3.38MB + Engine InnoDB
wp_rg_lead_notes: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_sbi_instagram_feeds_posts: Data: 0.08MB + Index: 0.05MB + Engine InnoDB
wp_sbi_instagram_posts: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_srb_blacklist: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.16MB + Index: 0.13MB + Engine InnoDB
wp_term_taxonomy: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
wp_toolset_associations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_toolset_post_guid_id: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_toolset_relationships: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wp_toolset_type_sets: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 24.56MB + Index: 27.09MB + Engine InnoDB
wp_users: Data: 1.52MB + Index: 1.41MB + Engine InnoDB
wp_vtprd_purchase_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_vtprd_purchase_log_product: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_vtprd_purchase_log_product_rule: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 1.52MB + Index: 0.67MB + Engine InnoDB
wp_wc_download_log: Data: 2.52MB + Index: 4.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.16MB + Index: 0.22MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 1.52MB + Index: 1.25MB + Engine InnoDB
wp_wc_order_stats: Data: 1.52MB + Index: 0.73MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.44MB + Index: 0.34MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_zapier_history: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wpfm_backup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpml_mails: Data: 189.56MB + Index: 0.00MB + Engine InnoDB
wp_yoast_indexable: Data: 5.52MB + Index: 5.34MB + Engine InnoDB
wp_yoast_indexable_hierarchy: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 29.53MB + Index: 20.98MB + Engine InnoDB
wp_yoast_seo_meta: Data: 1.52MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf: 8
acf-field: 40
acf-field-group: 16
acfop: 1
affiliate-stores: 13
attachment: 1274
course: 1
custom_css: 1
faq-item: 3
freebies-shop: 8
jetpack_migration: 2
lesson: 8
media-video: 15
nav_menu_item: 37
oembed_cache: 22
page: 168
podcast: 138
popup: 2
popup_theme: 8
post: 378
postman_sent_mail: 250
product: 65
product_variation: 31
question: 1
revision: 28
shop_coupon: 234
shop_order: 13950
shop_order_refund: 56
team-member: 2
testimonial: 10
tv: 3
upcoming-event: 3
vtprd-rule: 1
wc_zapier_feed: 1
wp-types-group: 4

### Security ###

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

### Active Plugins (65) ###

Gravity Forms: by Gravity Forms – 2.4.22
Redux: by Redux.io + Dovy Paukstys – 4.1.24
WooCommerce Commweb Gateway: by Sydney Ecommerce – 2.0 – Installed version not tested with active version of WooCommerce 4.0
ActiveCampaign for WooCommerce: by ActiveCampaign – 1.2.14
ActiveCampaign: by ActiveCampaign – 8.1.1
AddToAny Share Buttons: by AddToAny – 1.7.42
Advanced Custom Fields PRO: by Elliot Condon – 5.9.3
AJAX Thumbnail Rebuild: by junkcoder
ristoniinemets – 1.13

ELEX WooCommerce Australia Post Shipping With Tracking: by ELEX – 2.5.4
Autoptimize: by Frank Goossens (futtta) – 2.8.1
Black Studio TinyMCE Widget: by Black Studio – 2.6.9
Bootstrap Shortcodes: by Kevin Attfield – 3.4.0
Classic Editor: by WordPress Contributors – 1.6
Customer Reviews for WooCommerce: by Customer Reviews – 3.140
Display Widgets: by Strategy11 – 2.7
Disqus for WordPress: by Disqus – 3.0.17
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 3.2.6
Easy FancyBox: by RavanH – 1.8.18
Email Address Encoder: by Till Krüss – 1.0.22
Five by Five Media Boxes: by Five by Five – 4.0
Force Regenerate Thumbnails: by Pedro Elsner – 2.0.6
Genesis Connect for WooCommerce: by StudioPress – 1.1.1
Genesis Simple Edits: by StudioPress – 2.3.1
Genesis Simple Hooks: by StudioPress – 2.3.0
Genesis Simple Share: by StudioPress – 1.1.5
Genesis Simple Sidebars: by StudioPress – 2.2.2
GM Block Bots: by GreenMellen Media – 2.0.2
Gravity Forms Active Campaign Add-On: by SoftExplorers.com – 1.0
Gravity Forms ActiveCampaign Add-On: by Gravity Forms – 1.8
Instagram Feed Pro Personal: by Smash Balloon – 5.9.1
Manage Notification E-mails: by Virgial Berveling – 1.6.0
Official Facebook Pixel: by Facebook – 2.2.2
Optimize Images Resizing: by OriginalEXE – 1.4.1
Order / Coupon / Subscription Export Import Plugin for WooCommerce (BASIC): by WebToffee – 1.7.2
PixelYourSite: by PixelYourSite – 7.2.1.1
Popup Maker: by Popup Maker – 1.14.0
Post Types Order: by Nsp Code – 1.9.5.4
Blubrry PowerPress: by Blubrry – 8.4.6
QSM - Export Results: by Frank Corso – 1.4.1
Really Simple CAPTCHA: by Takayuki Miyoshi – 2.0.2
Recently Registered: by Mika Epstein – 3.4.3
Redirection: by John Godley – 4.9.2
Relevanssi: by Mikko Saari – 4.10.2
Responsive Menu Pro: by ExpressTech – 3.1.30
Slider Revolution: by ThemePunch – 5.4.8.3
Show Current Template: by JOTAKI Taisuke – 0.3.4
Page Builder by SiteOrigin: by SiteOrigin – 2.11.8
SiteOrigin Widgets Bundle: by SiteOrigin – 1.17.11
Advanced Editor Tools (previously TinyMCE Advanced): by Automattic – 5.6.0
Toolset Types: by OnTheGoSystems – 3.3.7
WC Custom Add to Cart labels: by Rynaldo Stoltz – 1.3
Widget CSS Classes: by Jory Hogeveen – 1.5.4.1
Advanced Order Export For WooCommerce: by AlgolPlus – 3.1.7
Woo Total Sales: by Sh Shanker – 3.1.4 – Installed version not tested with active version of WooCommerce 4.0
WooCommerce - Active Campaign Integration: by Jason Kadlec: ActiveWoo.com – 1.7.5
WooCommerce Extended Coupon Features FREE: by Soft79 – 3.2.1
WooCommerce Customer/Order/Coupon CSV Import Suite: by WooThemes / SkyVerge – 3.0.1 – Installed version not tested with active version of WooCommerce 4.0
WooCommerce - Gravity Forms Product Add-Ons: by Lucas Stark – 3.2.5 – Installed version not tested with active version of WooCommerce 4.0
WooCommerce Menu Cart: by Jeremiah Prummer
Ewout Fernhout – 2.9.6

WooCommerce Zapier: by OM4 – 2.0.4
WooCommerce: by Automattic – 4.8.0
Yoast SEO: by Team Yoast – 15.5
WP Cerber Security, Anti-spam & Malware Scan: by Cerber Tech Inc. – 8.7
WP Mail Logging: by MailPoet – 1.9.7
WP-PageNavi: by Lester 'GaMerZ' Chan – 2.93.3

### Inactive Plugins (13) ###

Enable jQuery Migrate Helper: by The WordPress Team – 1.3.0
MIGS Payment Gateway WooCommerce: by OsPayment – 1.2.6 – Installed version not tested with active version of WooCommerce 4.0
Order Delivery Date for WooCommerce (Lite version): by Tyche Softwares – 3.11.4
Post Expirator: by Aaron Axelsen – 2.4.1
Recover Abandoned Cart: by Fantastic Plugins – 12.5 – Installed version not tested with active version of WooCommerce 4.0
Sensei Content Drip: by WooThemes – 1.0.3
Smooth Scroll: by Nguyen Khanh Dien – 1.0
StoreYa's Shop to Facebook for WooCommerce: by StoreYa – 2.6 – Installed version not tested with active version of WooCommerce 4.0
VarkTech Pricing Deals for WooCommerce: by Vark – 2.0.2.01
WC Product Bundles: by Saravana Kumar K – 1.0.7 – Installed version not tested with active version of WooCommerce 4.0
WooCommerce - Active Campaign Integration: by Jason Kadlec: CrazyEffective.com – 0.2.2 – Installed version not tested with active version of WooCommerce 4.0
WooCommerce Zapier Integration: by OM4 – 1.5.1 – Installed version not tested with active version of WooCommerce 4.0
WP Downgrade | Specific Core Version: by Reisetiger – 1.2.2

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached Redux

### Must Use Plugins (4) ###

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.6.4
WP Engine Seamless Login Plugin: by WP Engine – 1.5.5
WP Engine Security Auditor: by wpengine – 1.0.9
WP Engine System: by WP Engine – 4.1.0

### Settings ###

API Enabled: ?
Force SSL: –
Currency: AUD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)
wcpb (wcpb)

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: #856 - /products/
Cart: #277 - /cart/
Checkout: #278 - /checkout/
My account: #279 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Happy Families New
Version: 2.5
Author URL: https://www.fivebyfive.com.au/
Child Theme: ?
Parent Theme Name: Genesis
Parent Theme Version: 3.3.3
Parent Theme Author URL: https://www.studiopress.com/
WooCommerce Support: ?

### Templates ###

Overrides: happy-families-new/woocommerce/archive-product.php
happy-families-new/woocommerce/checkout/form-billing.php version 3.0.9 is out of date. The core version is 3.6.0
happy-families-new/woocommerce/emails/admin-new-order.php
happy-families-new/woocommerce/single-product/related.php version 3.0.0 is out of date. The core version is 3.9.0
happy-families-new/woocommerce/single-product-reviews.php version 3.5.0 is out of date. The core version is 4.3.0
happy-families-new/woocommerce/single-product.php

Outdated Templates: ?
					
					
						Learn how to update

### Action Scheduler ###

Complete: 1,622
Oldest: 2020-12-05 09:24:17 +0000
Newest: 2021-01-05 03:38:30 +0000

Failed: 9
Oldest: 2019-06-03 12:26:36 +0000
Newest: 2020-03-03 02:03:03 +0000

Pending: 2
Oldest: 2021-01-05 09:41:47 +0000
Newest: 2021-01-06 01:44:29 +0000

### WooCommerce Zapier ###

Database Version: ? 12
Detailed Logging Enabled: Yes
Legacy Mode Disabled: ? No
SSL: ? Yes
REST API Authentication Key(s): ? 0
Task History Record Count: ? 179
Webhook #8: Zapier #6956520
- Status: active
- Trigger: customer.created
- Delivery Count (Last 30 Days): 179
Legacy Cron Tasks: ? 0
Active Legacy Feeds: ? 1 active Legacy Feed(s) need to be migrated before 30/04/2021. Migrate Your Zaps Now
Legacy Feed #1: Active Campaign Zap
- Trigger: New Order
- Webhook URL: https://zapier.com/hooks/catch/2u3abq/

Thanks for that! The two things that immediately caught my eye include:

• Zapier – Depending on how your zaps are configured, it’s possible that an order can be created in WC without going through the checkout flow;
• Template overrides – The status report you shared indicates that your theme is overriding the exact area where the user should be filling out their billing details and that this is override is based on a much, much older version of WooCommerce. Have you checked with your theme developer about updating their code to make sure it’s compatible with the latest version?

Hi @riaanknoetze thanks for checking but the zapier was only used to add new contacts to activecampaign from new order coming in. The flow is woo order -> zapier -> activecampaign, and I believe it won’t affect the order process.

As for outdated templates, I checked each line of code in billing-form.php comparing to the latest version from woo but I can’t spot any big difference at all. Though the template was copied to theme there’s no changes to it or any custom codes added same with other files.

The weird thing is that it only happened to 1 product and other is working fine. I can’t replicate the issue on my end. The only deference is that, the product was free but it has shipping fee, it will not proceed without payment, name and email fields since it was required.