Support » Plugin: WooCommerce » Had to downgrade to 2.6.14 to get my website working again

  • jlking3

    (@jlking3)


    I had my website set for automatic updates (foolish decision), and I use the stock Storefront theme; no child themes.

    After the upgrade to 3.0 (which I had no idea happened until customers started complaining), I noticed that the lightbox had stopped working, and also the “sell individually” checkbox stopped working: every product now had a box to select an order amount. These are more than just cosmetic issues that should not have changed with the upgrade, especially with the stock theme.

    More importantly, NO ONE was able to download the files they ordered from me. Even after disabling every plugin, no downloads were being offered after payment was accepted. Even worse, products could not be updated or deleted. (I’d get something like a “value must be greater than 0” error on products when I tried to update, and could not find ANYWHERE the value was less than 0.) I lost 30% of my customers because of anger and frustration that they didn’t receive their files promptly–you can’t regain that kind of lost trust.

    I gave refunds to those who didn’t immediately contact their CC company to dispute the charges I placed on their account for product not delivered, but it was too late: one of the credit card processors has put me on a blacklist because of chargebacks.

    Without a WooExperts contract, I wasn’t sure if I would get the critical emergency help I needed, so I did my best to fix things on my own without reporting the bugs, as I was hemorrhaging customers and getting bad buzz on social media that was spiraling out of control.

    By deleting my store, reinstalling the 2.6.14, and importing from a backup, and turning off automatic updates, I was able to salvage 80% of my store, and it is back to operating condition. But now I have to reclaim my business reputation, as the upgrade totally destroyed it.

    I was making headway against my competition and was showing a lot of promise in my chosen market, but this upgrade sabotaged the trust and like factors so important to developing repeat customers. I gave WooCommerce my trust when I moved from Ecwid to get more features and functionality, and I have been let down. I am a single-person operation and cannot afford WooExperts or a full-time web guru to manage things. I have to do everything myself, and I chose WooCommerce because it appeared intuitive enough for me (as someone comfortable with Ecwid) to use and more flexible. Now my business has suffered a severe setback and I am faced with a serious question: do I fight, struggle, and scrap again to reclaim my lost audience, or do I quietly give up, cut my losses and shut down my store?

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  • Plugin Author Mike Jolley

    (@mikejolley)

    > I had my website set for automatic updates (foolish decision), and I use the stock Storefront theme; no child themes.

    I hope this is off now? A production store, especially when running multiple plugins from multiple vendors, should not have this enabled ideally. Minor updates are fine, but major require testing. Auto-updaters don’t make this distinction.

    > After the upgrade to 3.0 (which I had no idea happened until customers started complaining), I noticed that the lightbox had stopped working..

    The issues listed are theme related and likely would have been resolved after the matching theme update was applied if using Storefront (we have a sticky https://wordpress.org/support/topic/3-0-missing-gallery-functionality/)

    > More importantly, NO ONE was able to download the files they ordered from me. Even after disabling every plugin, no downloads were being offered after payment was accepted.

    We’ve not seen issues around this specifically yet but if you’ve downgraded it will be hard to say ‘why’ now.

    > Even worse, products could not be updated or deleted. (I’d get something like a “value must be greater than 0” error on products when I tried to update, and could not find ANYWHERE the value was less than 0.)

    Hidden fields? If a plugin adds a field with html5 validation, this can happen. I know it affects products AFTER downgrade due to the differences in product data between 2.6 and 3.0.

    > Without a WooExperts contract, I wasn’t sure if I would get the critical emergency help I needed

    The support forums would have been a good place to start: https://wordpress.org/support/plugin/woocommerce/ We were monitoring this post-launch to catch issues fast and could have helped. Similarly, the WooCommerce help-desk is there if you’re a customer.

    Sorry to hear you had problems anyhow. Hopefully if you’re self-hosting your store in future you’ll know that backups and testing major updates before they hit production are vital, regardless of platform.

    For ref https://docs.woocommerce.com/document/woocommerce-self-service-guide/ listed some common issues after launch, and this doc covers staging sites https://docs.woocommerce.com/document/how-to-update-your-site/

    Moderator Jan Dembowski

    (@jdembowski)

    Brute Squad and Volunteer Moderator

    @remery Your post was removed, please do not attempt to use these forums for soliciting business.

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