Support » Plugin: WooCommerce » Duplicate Order Id Issue

  • Resolved nlittle

    (@nancylittle419)


    I have a client who is experiencing an issue with “old” order line items being mixed into new orders. It seems like it might be due to duplicate orders ids. My client shared with me that at one point they uninstalled WooCommerce and then reinstalled it a few months later. Occasionally, a new order will have line items from “old” orders mixed in. I checked the DB and the old line items appear to have the same order id.

    System report below:

    WordPress Environment
    
    WordPress address (URL): https://www.medsforvets.com
    Site address (URL): https://www.medsforvets.com
    WC Version: 7.6.1
    REST API Version: ✔ 7.6.1
    WC Blocks Version: ✔ 9.8.5
    Action Scheduler Version: ✔ 3.5.4
    Log Directory Writable: ✔
    WP Version: 6.2
    WP Multisite: –
    WP Memory Limit: 1 GB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: – Server Environment Server Info: Apache
    PHP Version: 7.4.33
    PHP Post Max Size: 100 MB
    PHP Time Limit: 600
    PHP Max Input Vars: 100000
    cURL Version: 7.87.0
    OpenSSL/1.1.1p SUHOSIN Installed: –
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    Max Upload Size: 100 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔ Database WC Database Version: 7.6.1
    WC Database Prefix: cms_
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    Database Data Size: 219.36MB
    Database Index Size: 161.34MB
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    Options: ✔
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    Onboarding: completed Action Scheduler Complete: 798
    Oldest: 2023-04-08 16:22:38 -0600
    Newest: 2023-05-09 15:40:04 -0600 Failed: 25
    Oldest: 2021-02-24 10:43:00 -0700
    Newest: 2023-05-04 08:23:54 -0600 Pending: 8
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    Newest: 2023-05-13 16:35:36 -0600 Status report information Generated at: 2023-05-09 15:56:06 -06:00
    `

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • Hi @nancylittle419

    Thanks for reaching out!

    I understand that old order line items are being mixed into new orders which is likely due to duplicate orders ids, correct?

    To better picture what you are referring to here, can you please share with us a clear screenshot of what you see on your end so that we could address you 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.

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

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Thanks!

    Thread Starter nlittle

    (@nancylittle419)

    Hello!

    Here is the link to the screen shot of an example order with old line items mixed in:

    https://snipboard.io/PsKhjX.jpg

    The line item outlined in red is from an old order. I had to hide some details for confidentiality.

    There are currently no fatal error logs on this site.

    Please let me know what else I can provide to help debug the issue.

    Thank you!

    Hello,

    Thank you for sending the screenshot and the system report.

    To start troubleshooting, please switch the site theme to Storefront temporarily, and then disable all plugins except WooCommerce? Check the order again to see if the issue persists, if not, it means there is a conflict, and you can then switch back your theme to the original one, and reactivate gradually then the rest of the plugins (checking again after each plugin reactivation), until you find the culprit.

    More info is available here: https://woocommerce.com/document/how-to-test-for-conflicts/

    Thread Starter nlittle

    (@nancylittle419)

    Hi,

    I have disabled all plugins except for WooCommerce and switched to Storefront theme. The issue is still there.

    Is there anyway to reset order ids to resolve the issue? Or any other suggestions?

    Hello,

    If possible, you can request your customer to go to the My Account Page, under orders, look for the order, and provide a screenshot of what they see on their end:

    Then you can compare with what you see on your backend.

    Can you navigate to WooCommerce, status, tools, and do a click under Verify base database tables? Also, clear your site cache, or request your web host to clear it for you. Before making those actions, we highly recommend creating a backup.

    Let us know how that goes for you.

    Thread Starter nlittle

    (@nancylittle419)

    The order looks exactly the same for the customer as it does on the backend.

    I also performed the “Verify base database tables” and “cleared the cache” and nothing has changed.

    Here’s a screenshot of the line items in the database: https://snipboard.io/brm8uk.jpg

    Do you have any suggestions on how to fix this? Is there a way to maybe reset order ids?

    Hello,

    Can you update WooCommerce and its database to the latest version to see if this makes a difference?

    If you would not like to touch the live site, you can create a staging site and test, we recommend WP Staging for quickly spinning up a new test site.

    Let us know how that goes for you.

    Thread Starter nlittle

    (@nancylittle419)

    Hi again,

    I have already updated WooCommerce to the latest version. The issue is still there.

    Any other suggestions?

    • This reply was modified 9 months, 3 weeks ago by nlittle.

    Hi,

    Sorry to hear that the issue persists.

    What about the order emails? You can install the WP Mail Logging plugin, it might help to monitor the emails, you can look for the order email related to the order that is having the issue.

    Once you check

    Please compare the email order with the order you have in the back end. I understand it is not an automatic way to fix it, but it is a work-around.

    I hope this provides clarity.

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