wrong amount

Hi @joannaritsoni,

This is indeed unusual. Please can you share a copy of the following:

• System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
• Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here. This will help us investigate further and provide you with a more accurate solution.

In the meantime, you can run a conflict test to help you identify the cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

Looking forward to hearing from you!

System Status Report

https://paste.mozilla.org/ANdY6Vuu

Fatal Error log

https://paste.mozilla.org/oBbkidXd

can anyone view this link? is it dangerous for the website?

Hi @joannaritsoni,

It looks like the paste link has expired. Would you mind sharing it again? Also, if there’s any sensitive information, such as your website link, feel free to remove it before sharing.

Looking forward to hearing from you!

system status

https://paste.mozilla.org/tdXzvXzd

error log

https://paste.mozilla.org/1Tc8bMTW

i do not know how to remove the website info

did u check or it expired again??

Hey, @joannaritson!

Unfortunately it expired again. Can you please share it and allow it to stay on for longer so we can check it?

Can you also please share a full screenshot of the order, with order notes included so we can take a look? You can remove any sensitive information from it, but we need to check order notes and it would be good to also take a look at the products on it and prices so we can try to better understand what happened.

Looking forward to your reply.

Have a wonderful day!

expires in 1 week/ please delete the message once resolved

https://paste.mozilla.org/3YePT3Ti

and

https://paste.mozilla.org/zSAOz4cm

Hi @joannaritsoni,

Thanks for sharing requested information.

Looking at the fatal error log, I can see that all the errors are connected to your current theme. I suggest reaching out to your theme developer to fix this issue.

As for the incorrect amount in the order, could you please share a screenshot of the order notes located on the right side of that specific order? Could you also let us know if you’ve encountered this issue again or if it was a one-time occurrence with that particular order? Do you have any steps we could follow to reproduce the issue on our end?

In the meantime, you can also run a conflict test to help you identify the cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

Looking forward to hearing from you soon.

https://snipboard.io/NOuST9.jpg

https://snipboard.io/HrtZMa.jpg

Hello,

Thank you for your reply.

I understand there is a difference of 23.3 from what should have been charged (76.82) compared to what was actually charged (53.52).

To aid in resolving this matter efficiently, could you let me know if this was a one-time occurrence or if you’ve noticed this issue with other orders as well? Understanding whether this is an isolated incident or a recurring problem will help in diagnosing the cause.

To find a solution, I need to be able to reproduce this error and determine what may be causing it. Doing so in a safe environment that does not affect your live site is crucial.

Does your hosting provider offer a Staging Site feature? If not, you can use the WP STAGING plugin to easily create a clone of your current site.

Once you have a staging site, performing a Conflict Test will be helpful.
A Conflict Test will help determine if a specific theme or plugin conflict is causing the incorrect order amount.

This process will help us identify and resolve the discrepancy in the order amount efficiently. If you need further guidance through this testing or have any other questions, please don’t hesitate to reply. ??

Best regards.

this was a 1 time occurence

even if i do a staging site how would i do the test? i would deactivate all plugins and the activate them one by one and submit orders and see if by activating a specific plugin an order is charged an incorrect amount?

since this happened 1 time is it worth it doing the conflict test?

Hey @joannaritsoni

Hmm, so this has not resurfaced since reaching out, correct? Are you able to reproduce the issue at all?

This can be quite tricky to troubleshoot since it is a once off issue, however do you notice any differences between this order and any other orders placed on your site (such as payment gateway used, customer location, etc.)?

since this happened 1 time is it worth it doing the conflict test?

If you are unable to reproduce the issue with all plugins active and your current theme still set, then a conflict test may be redundant (for now).

I’d strongly suggest keeping an eye out to see if this reoccurs, and if so, to see if there are any similarities with the orders that experienced this issue.

Hope this helps!

ok thank u

the order does not have something different same payment gateway

is has google as a source but i saw another order that had google as a source and the coupon was applied correctly

so we will keep an eye and if the problem reoccurs I will reach put to you

Hey @joannaritsoni,

the order does not have something different same payment gateway

is has google as a source but i saw another order that had google as a source and the coupon was applied correctly

Ah, thanks for checking ??

so we will keep an eye and if the problem reoccurs I will reach put to you

That sounds like a plan!

We’ll leave this thread open for a bit, please let us know if this issue resurfaces. We’ll be happy to take a closer look.

Cheers!

great thank you!