Apparently, I can’t add an image.
https://drive.google.com/file/d/1QdxmZkazuvhzj9113bImpU-5_HkOf1re/view?usp=sharing
This is the link to the screenshot I was trying to add directly to the first message.
Hi @johnattheboneclinic,
Thanks for reaching out. I completely understand the urgency of your request and how situations like this can be both confusing and frustrating.
To start troubleshooting, I’d like to get a better understanding of your setup. Could you please confirm which plugin you’re using to handle bookings, and explain how your site is configured, especially how it’s integrated with WooCommerce? It would also be helpful if you could share your System Status Report by going to WooCommerce → Status → Get system report → Copy for support, then paste it using gist.github.com or Pastebin.
I also have a question about the screenshot you provided. Is it showing a single order with a quantity of four, or are those four separate orders? And where exactly was the screenshot taken — from the order list, an individual order page, or another area in your dashboard?
Hi Moses,
Thanks for the response. I’ve created a PasteBin account and hopefully this works.
https://pastebin.com/PvZd0ibG
To answer your questions,
- We are using wp_amelia as our booking plugin
- this is the former, one order of multiple appointments on different days/weeks
- The screenshot was taken from the order list.
Thanks for sharing those details and the system report, @johnattheboneclinic!
Since you’re using WP Amelia for bookings, the issue might be related to how appointment data is passed to WooCommerce, especially for orders with multiple appointments.
Before we dive into deeper troubleshooting, could you help clarify a few things?
- Do you notice any pattern, like certain services or time slots where the appointment info fails to appear?
- Is the missing info stored anywhere else, like order notes or custom fields?
- When editing an affected order manually, does any of the appointment data show up?
These details will help us narrow things down. Let us know!
Thanks for confirming those details, @johnattheboneclinic!
Since the issue consistently started from order #91146 on July 24, and no appointment info is showing in orders or invoices after that point, this strongly suggests that Amelia is no longer passing the appointment metadata to WooCommerce.
This data is usually added to the WooCommerce order as custom meta fields when the appointment is booked and the order is completed. If those fields are no longer being generated, the invoice plugin and WooCommerce itself won’t be able to display them.
Here are the next steps I’d recommend:
- Check if Amelia updated just before July 24 — an update may have changed how metadata is handled.
- Go to Amelia → Settings → Integrations → WooCommerce, and:
- Confirm that the WooCommerce integration is still enabled.
- Re-save those settings — sometimes that can restore broken connections.
- If nothing has changed, this may be a bug or regression in Amelia’s WooCommerce integration. I recommend reaching out to their support team with the same details (including order #91146 as the breakpoint).
Let us know what you find, happy to assist further from our end!
Hi Sai,
WooCommerce doesn’t appear at all in Integration Settings. It does appear in Payments Settings, however. Is that what you meant?
Hi Sai,
I’m not sure if the last post went through, anyway.
- No, the last Amelia update was the 8th of July
- There is no entry for WooCommerce in Integration Settings. There is an entry in Payment Settings. Is that what you meant?
Thanks so much for checking!
Yes, that helps clarify things, you’re right. In Amelia’s newer versions, the WooCommerce connection is handled under the “Payment Settings” section, not under “Integrations” anymore. So you’re looking in the right place.
Could you please try the following steps:
- Go to Amelia → Settings → Payments.
- Locate the WooCommerce section, and make sure it’s enabled.
- Click “Save” or re-save the settings, even if nothing appears changed. This can sometimes re-establish the connection and restore metadata transfer to orders.
Let us know how it goes!
I’ve done that, as well as resaved the metadata for %recurring_appointments_details% which is part of the extra detail we’re looking for, just in case. I’ll wait for someone to make a purchase to see if it’s taken hold.
Hi @johnattheboneclinic,
Thanks again for the update, and great job taking proactive steps with the metadata re-save!
At this point, since you’ve resaved the relevant metadata key (%recurring_appointments_details%), the setup should be correctly aligned for new appointment info to be passed into WooCommerce orders. The next order will be the real test to confirm if the connection is restored. You can also make a test purchase and see.
If the issue persists even after a new purchase, here’s what we recommend next:
- Check if Amelia is logging any errors when booking appointments or processing orders.
- Enable WP Debug logging temporarily to see if anything surfaces during checkout.
- You can also reach out to Amelia’s support with this detailed timeline (starting July 24, order #91146), as the missing metadata issue may be tied to a change in how order-level data is processed.
That said, please do keep us posted once the next order goes through or if you need further assistance.
Hi Frank,
It’s a bit hit and miss now: some orders have the details added while some don’t… most don’t actually. There isn’t any indication in the activity log of differences in the process. I’ll activate debugging and get back to you.
Just to add: We also use the Invoices for WooCommerce plugin to create .pdf invoices. The instances where the extra detail appears in the order details page isn’t being shown in the .pdf file.
Thanks again for the updates and all the effort you’ve put into testing and narrowing this down.
Since the issue is now happening inconsistently and the appointment details aren’t reliably passed into WooCommerce orders (and sometimes not picked up by the invoice plugin either), this appears to be tied directly to how Amelia is handling metadata during booking.
At this stage, we’d recommend reaching out to Amelia’s support team with the details you’ve shared so far, especially highlighting that this started after July 24 with order #91146, and that the issue persists even after resaving settings and metadata keys.
They’ll be in the best position to confirm whether this is a bug, or if a specific setting or change is needed to ensure metadata is passed consistently for all appointments.
We’re still here if anything new comes up on the WooCommerce side or if you need help interpreting any responses from their team!
