Order Details Missing Every 100th Order

Resolved

(@koonspace)

Hi there,

Since updating to the latest WooCommerce version, every 100th order on the site comes through with no billing and shipping addresses, no customer email address, and empty shipping options. However, it is charged via Stripe perfectly fine and the payment is approved. On Stripe’s log, the addresses and email are empty.

So far 3 orders have came through empty (only products purchased shown) since November 2023.

URL is duckinghell.co.nz

Help is appreciated. Thank you.

`
### WordPress Environment ###

WordPress address (URL): https://duckinghell.co.nz
Site address (URL): https://duckinghell.co.nz
WC Version: 8.3.1
REST API Version: ✔ 8.3.1
WC Blocks Version: ✔ 11.4.9
Action Scheduler Version: ✔ 3.7.0
Log Directory Writable: ✔
WP Version: 6.4.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_NZ
External object cache: ✔

### Server Environment ###

Server Info: Apache/2.4.58 (Debian)
PHP Version: 7.4.33
PHP Post Max Size: 10 MB
PHP Time Limit: 300
PHP Max Input Vars: 10000
cURL Version: 7.64.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.4.20-MariaDB-1:10.4.20+maria~buster-log
Max Upload Size: 10 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 8.3.1
WC Database Prefix: wp_
Total Database Size: 137.75MB
Database Data Size: 109.09MB
Database Index Size: 28.66MB
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### Post Type Counts ###

attachment: 532
cartflows_flow: 1
cartflows_step: 2
custom_css: 4
customize_changeset: 4
elementor_library: 7
frm_form_actions: 3
frm_styles: 1
helpie_faq: 3
mts_notification_bar: 4
nav_menu_item: 33
page: 18
post: 1
product: 287
product_variation: 8
product-notices-cpt: 2
revision: 236
shop_coupon: 11
shop_order: 1731
shop_order_refund: 8
viwec_template: 13
wapf_product: 1
wcpa_pt_forms: 2
woo_product_tab: 2
wp_global_styles: 2
wpz-insta_feed: 1
wpz-insta_user: 1

### Security ###

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

### Active Plugins (54) ###

Pixel Manager for WooCommerce: by SweetCode – 1.34.0
Addy's NZ Address Autocomplete for WooCommerce: by Addy Limited – 2.1.7
Admin Menu Editor: by Janis Elsts – 1.12
AfterShip Tracking - All-In-One WooCommerce Order Tracking (Free plan available): by AfterShip – 1.17.6
Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.3
ATUM Inventory Management for WooCommerce: by Stock Management Labs™ – 1.9.35
Breeze: by Cloudways – 2.0.33
Checkout Field Editor and Manager for WooCommerce: by Acowebs – 2.2.17
Checkout Upsell Funnel for WooCommerce: by VillaTheme – 1.0.10
Duplicate Page: by mndpsingh287 – 4.5.3
GTM4WP: by Thomas Geiger – 1.18.1
Discount Rules and Dynamic Pricing for WooCommerce: by Discount Team – 8.3.1
Elementor Pro: by Elementor.com – 3.18.1
Elementor: by Elementor.com – 3.18.1
Elements Plus!: by The CSSIgniter Team – 2.16.2
Free Shipping Label: by Devnet – 2.6.13
Site Kit by Google: by Google – 1.115.0
Jetpack: by Automattic – 12.9
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.12
Klaviyo: by Klaviyo
Inc. – 3.3.3

LH Archived Post Status: by Peter Shaw – 3.10
LoginPress: by LoginPress – 3.0.2
Maintenance: by WebFactory Ltd – 4.08
Make Column Clickable Elementor: by Fernando Acosta – 1.4.0
MalCare WordPress Security Plugin - Malware Scanner, Cleaner, Security Firewall: by MalCare Security – 5.42
New Zealand Shipping Zones for WooCommerce: by Daniel Shaw – 1.0.2
Savoy Theme - Content Elements: by NordicMade – 1.5.9
Savoy Theme - Settings Panel: by NordicMade – 1.2.1
Savoy Theme - Wishlist: by NordicMade – 2.4.2
Image optimization service by Optimole: by Optimole – 3.11.3
PublishPress Future: by PublishPress – 3.1.3
Post SMTP: by Post SMTP – 2.8.6
Product Notices for WooCommerce: by CloudRedux – 1.3.2
Product Sales Report for WooCommerce: by WP Zone – 1.5.6
PW WooCommerce Exclude Free Shipping: by Pimwick
LLC – 1.35

Redirection: by John Godley – 5.3.10
WP Search Analytics: by Cornel Raiu – 1.4.9
Rank Math SEO: by Rank Math – 1.0.208.1
Sort WooCommerce Products in Cart and Order: by Kartik Parmar – 1.5
Shipping Method Description for WooCommerce: by Thomas Charbit – 1.2.6
CTX Feed: by WebAppick – 6.3.7
Advanced Order Export For WooCommerce: by AlgolPlus – 3.4.4
WooCommerce Order Test - WP Fix It: by WP Fix It – 2.2
WooCommerce Conversion Tracking: by weDevs – 2.0.11
WooCommerce Stripe Gateway: by WooCommerce – 7.7.0
PDF Invoices & Packing Slips for WooCommerce: by WP Overnight – 3.7.4
WooCommerce POS: by kilbot – 1.3.12
WooCommerce Product Tabs: by Barn2 Plugins – 2.0.23
WooCommerce: by Automattic – 8.3.1
Wordfence Security: by Wordfence – 7.11.0
Nested Pages: by Kyle Phillips – 3.2.6
WP Notification Bars: by MyThemeShop – 1.0.12
WP Rollback: by GiveWP.com – 1.7.3
Sequential Order Numbers for WooCommerce: by WebToffee – 1.5.7

### Inactive Plugins (0) ###


### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Object Cache Pro (Drop-in)

### Must Use Plugins (1) ###

Object Cache Pro (MU): by Rhubarb Group – 1.20.0

### Settings ###

API Enabled: ✔
Force SSL: –
Currency: NZD ($)
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: –
Enforce Approved Product Download Directories: ✔
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

### WC Pages ###

Shop base: #6 - /shop
Cart: #7 - /cart
Checkout: #8 - /checkout
My account: #9 - /my-account
Terms and conditions: ❌ Page not set

### Theme ###

Name: Savoy Child
Version: 1.0
Author URL: http://www.nordicmade.com
Child Theme: ✔
Parent Theme Name: Savoy
Parent Theme Version: 2.8.8
Parent Theme Author URL: http://www.nordicmade.com
WooCommerce Support: ✔

### Templates ###

Overrides: savoy/woocommerce/archive-product.php
savoy/woocommerce/cart/cart-empty.php
savoy/woocommerce/cart/cart-item-data.php
savoy/woocommerce/cart/cart-shipping.php
savoy/woocommerce/cart/cart-totals.php
savoy/woocommerce/cart/cart.php
savoy/woocommerce/cart/cross-sells.php
savoy/woocommerce/cart/mini-cart.php
savoy/woocommerce/cart/proceed-to-checkout-button.php
savoy/woocommerce/cart/shipping-calculator.php
savoy/woocommerce/checkout/cart-errors.php
savoy/woocommerce/checkout/form-billing.php
savoy/woocommerce/checkout/form-checkout.php
savoy/woocommerce/checkout/form-coupon.php
savoy/woocommerce/checkout/form-login.php
savoy/woocommerce/checkout/form-pay.php
savoy/woocommerce/checkout/form-shipping.php
savoy/woocommerce/checkout/order-received.php
savoy/woocommerce/checkout/payment-method.php
savoy/woocommerce/checkout/payment.php
savoy/woocommerce/checkout/review-order.php
savoy/woocommerce/checkout/terms.php
savoy/woocommerce/checkout/thankyou.php
savoy/woocommerce/content-product.php
savoy/woocommerce/content-single-product.php
savoy/woocommerce/content-widget-price-filter.php
savoy/woocommerce/content-widget-product.php
savoy/woocommerce/content-widget-reviews.php
savoy/woocommerce/global/breadcrumb.php
savoy/woocommerce/global/form-login.php
savoy/woocommerce/global/quantity-input.php
savoy/woocommerce/global/sidebar.php
savoy/woocommerce/global/wrapper-end.php
savoy/woocommerce/global/wrapper-start.php
savoy/woocommerce/loop/add-to-cart.php
savoy/woocommerce/loop/loop-end.php
savoy/woocommerce/loop/loop-start.php
savoy/woocommerce/loop/no-products-found.php
savoy/woocommerce/loop/pagination.php
savoy/woocommerce/loop/price.php
savoy/woocommerce/loop/rating.php
savoy/woocommerce/loop/sale-flash.php
savoy/woocommerce/myaccount/dashboard.php
savoy/woocommerce/myaccount/downloads.php
savoy/woocommerce/myaccount/form-add-payment-method.php
savoy/woocommerce/myaccount/form-edit-account.php
savoy/woocommerce/myaccount/form-edit-address.php
savoy/woocommerce/myaccount/form-login.php
savoy/woocommerce/myaccount/form-lost-password.php
savoy/woocommerce/myaccount/form-reset-password.php
savoy/woocommerce/myaccount/lost-password-confirmation.php
savoy/woocommerce/myaccount/my-account.php
savoy/woocommerce/myaccount/my-address.php
savoy/woocommerce/myaccount/navigation.php
savoy/woocommerce/myaccount/orders.php
savoy/woocommerce/myaccount/payment-methods.php
savoy/woocommerce/myaccount/view-order.php
savoy/woocommerce/notices/error.php
savoy/woocommerce/notices/notice.php
savoy/woocommerce/notices/success.php
savoy/woocommerce/order/form-tracking.php
savoy/woocommerce/order/order-again.php
savoy/woocommerce/order/order-details-customer.php
savoy/woocommerce/order/order-details-item.php
savoy/woocommerce/order/order-details.php
savoy/woocommerce/order/tracking.php
savoy/woocommerce/product-searchform.php
savoy/woocommerce/single-product/add-to-cart/external.php
savoy/woocommerce/single-product/add-to-cart/grouped.php
savoy/woocommerce/single-product/add-to-cart/simple.php
savoy/woocommerce/single-product/add-to-cart/variable.php
savoy/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php
savoy/woocommerce/single-product/add-to-cart/variation.php
savoy/woocommerce/single-product/meta.php
savoy/woocommerce/single-product/photoswipe.php
savoy/woocommerce/single-product/price.php
savoy/woocommerce/single-product/product-attributes.php
savoy/woocommerce/single-product/product-image.php
savoy/woocommerce/single-product/product-thumbnails.php
savoy/woocommerce/single-product/rating.php
savoy/woocommerce/single-product/related.php
savoy/woocommerce/single-product/review-meta.php
savoy/woocommerce/single-product/review-rating.php
savoy/woocommerce/single-product/review.php
savoy/woocommerce/single-product/sale-flash.php
savoy/woocommerce/single-product/share.php
savoy/woocommerce/single-product/short-description.php
savoy/woocommerce/single-product/stock.php
savoy/woocommerce/single-product/tabs/additional-information.php
savoy/woocommerce/single-product/tabs/description.php
savoy/woocommerce/single-product/tabs/tabs.php
savoy/woocommerce/single-product/title.php
savoy/woocommerce/single-product/up-sells.php
savoy/woocommerce/single-product-reviews.php
savoy/woocommerce/single-product.php
savoy/woocommerce/taxonomy-product-cat.php
savoy/woocommerce/taxonomy-product-tag.php
savoy/woocommerce/content-product_cat.php


### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
product-variation-management
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: customize-store
minified-js
new-product-management-experience
product-virtual-downloadable
product-external-affiliate
settings
async-product-editor-category-field

Daily Cron: ✔ Next scheduled: 2023-12-12 03:27:44 +13:00
Options: ✔
Notes: 160
Onboarding: completed

### Action Scheduler ###

Complete: 6,510
Oldest: 2023-11-11 13:37:49 +1300
Newest: 2023-12-12 12:46:57 +1300

Failed: 36
Oldest: 2022-08-15 20:48:29 +1200
Newest: 2023-10-16 12:32:55 +1300

Pending: 11
Oldest: 2023-12-12 12:48:15 +1300
Newest: 2023-12-12 23:22:04 +1300


### Status report information ###

Generated at: 2023-12-12 12:48:19 +13:00
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This topic was modified 2 years, 6 months ago by koonspace.

Viewing 3 replies - 1 through 3 (of 3 total)

xue28 (woo-hc)
(@xue28)

2 years, 6 months ago

Hi @koonspace

Thanks for reaching out!

I understand that after you updated WooCommerce to the latest version, details of the new orders such as billing and shipping addresses, customer email addresses, and shipping options are empty under WooCommerce > Orders, correct? However, these are legit orders since payment has been approved via Stripe.

Can you please share with us a screenshot of these orders including the order notes for us to check this more effectively?

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Meanwhile, does this happen to all new orders on your site? Otherwise, can you please check if there are any patterns to these orders like same products, same shipping address, same customer, same payment gateway, etc?

Once we have more information, we’ll be able to assist you further.

Thread Starter koonspace
(@koonspace)

2 years, 6 months ago

Thank you for your reply. Please see screenshots below. Note that all these orders have been refunded:

https://snipboard.io/NDPgK7.jpg
https://snipboard.io/ka7Uvy.jpg
https://snipboard.io/av5Qbh.jpg

The orders that came through were #3973, #3873 and #3772 so far. There is no common products between these three orders. The only common pattern is that it is the 100th order after the previous order with missing details. Order numbers are sequenced, so they are not the post number, but rather the sequenced order number itself.

Thank you.

xue28 (woo-hc)
(@xue28)

2 years, 6 months ago

Hi @koonspace

Thanks for sharing the requested information above.

I can see that the only common item on these orders is that these were purchased thru Stripe. In this case, can you please try to replicate the exact same order using Stripe Test Mode and see if the missing order details are already visible?

Otherwise, as you’ve mentioned that the order numbers are sequential, I am guessing that you are using this third-party plugin Sequential Order Numbers for WooCommerce: by WebToffee – 1.5.7 for that, correct? Please try to disable this plugin, repeat the steps of creating the exact same order using Stripe Test Mode and see if this works this time?

If the details are now showing after disabling the plugin, you might need to contact the plugin’s developers since you are using a third-party plugin that we don’t provide support for based on our Support Policy. They will be better equipped to help you resolve any issues you’re experiencing with the plugin.

https://wordpress.org/support/plugin/wt-woocommerce-sequential-order-numbers/

All the best and hopefully, the issue will be fixed soon.

Viewing 3 replies - 1 through 3 (of 3 total)

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