Order has created an additional item

Resolved cebcreative
(@cebcreative)

1 year, 4 months ago

Hi there,

Our site has an odd issue where orders are adding random items but not charging for them.

The user orders one sign for example but the order in Woo shows another product item added. It seems totally random and only affects some orders not others but no clear pattern in terms of the things people order that trigger it.

WP and Woo are up to date.

Any idea why this might happen?

Thanks,
Charlotte

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

Viewing 6 replies - 1 through 6 (of 6 total)

(@ihereira)

Hello,

I’m sorry to hear that. To help you investigate, please share a copy of your site’s System Status report: You can get it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

Thread Starter

cebcreative

(@cebcreative)

1 year, 4 months ago

Hi Igor,

Thanks for your response. System report below for you.


### WordPress Environment ###

WordPress address (URL): https://fulwellsigns.co.uk
Site address (URL): https://fulwellsigns.co.uk
WC Version: 7.1.0
REST API Version: ✔ 7.1.0
WC Blocks Version: ✔ 8.7.5
Action Scheduler Version: ✔ 3.4.0
Log Directory Writable: ✔
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
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: 3600
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 5.7.39-42-log
Max Upload Size: 50 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 7.1.0
WC Database Prefix: wp_
Total Database Size: 26.31MB
Database Data Size: 19.50MB
Database Index Size: 6.81MB
wp_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
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wp_usermeta: Data: 0.09MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.06MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf-field: 75
acf-field-group: 3
attachment: 173
custom_css: 1
envira: 2
faq: 10
nav_menu_item: 18
page: 20
post: 14
product: 39
revision: 6
shop_coupon: 2
shop_order: 443
shop_order_refund: 4
wcccf: 3
wp_global_styles: 1

### Security ###

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

### Active Plugins (25) ###

Advanced Custom Fields PRO: by WP Engine – 6.0.5
Arconix FAQ: by Tyche Softwares – 1.9.2
Better Search Replace: by Delicious Brains – 1.4.1
Classic Widgets: by WordPress Contributors – 0.3
Cookiebot CMP by Usercentrics | The reliable, flexible and easy to use consent solution: by Usercentrics A/S – 4.2.2
Envira Gallery Lite: by Envira Gallery Team – 1.8.5.2
301 Redirects: by WebFactory Ltd – 2.72
Gravity Forms: by Gravity Forms – 2.6.8
Kadence Slider: by Kadence WP – 2.3.4
Custom Login Page Customizer: by Hardeep Asrani – 2.1.9
Image optimization service by Optimole: by Optimole – 3.5.2
Simple Image Sizes: by Rahe – 3.2.1
SMNTCS Quantity Increment Buttons for WooCommerce: by Niels Lange – 2.1
Sucuri Security - Auditing, Malware Scanner and Hardening: by Sucuri Inc. – 1.8.35
What The File: by Never5 – 1.6.0
Preview E-mails for WooCommerce: by Digamber Pradhan – 2.1.1
WooCommerce Customer/Order CSV Export: by SkyVerge – 4.6.3
WooCommerce Customer/Order/Coupon CSV Import Suite: by SkyVerge – 3.6.0
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3
WooCommerce PayPal Payments: by WooCommerce – 2.0.0
WooCommerce: by Automattic – 7.1.0
Yoast SEO: by Team Yoast – 19.11
WP Responsive Menu: by MagniGenie – 3.1.7.4
WPMU DEV Dashboard: by WPMU DEV – 4.11.17
YITH WooCommerce Product Add-ons & Extra Options Premium: by YITH – 3.8.3

### Inactive Plugins (2) ###

Health Check & Troubleshooting: by The WordPress.org community – 1.5.1
WP Rocket: by WP Media – 3.12.0.3

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (6) ###

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0
Health Check Troubleshooting Mode: by  – 1.7.2
WP Engine Cache Plugin: by WP Engine – 1.1.0
WP Engine Seamless Login Plugin: by WP Engine – 1.6.0
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

### Settings ###

API Enabled: –
Force SSL: –
Currency: GBP (£)
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: –

### WC Pages ###

Shop base: #3789 - /shop/
Cart: #3790 - /cart/
Checkout: #3791 - /checkout/
My account: #3792 - /my-account/
Terms and conditions: ❌ Page not set

### Theme ###

Name: CEB Theme
Version: 2.0
Author URL: https://www.cebcreative.co.uk
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔

### Templates ###

Overrides: ceb dev theme/woocommerce/archive-product.php
ceb dev theme/woocommerce/single-product.php

### Customer/Order CSV Export ###

Order Export Format: custom
Customer Export Format: default
Automatically Export Orders: disabled
Automatically Export Customers: disabled

### WooCommerce PayPal Payments ###

Onboarded: ✔
Shop country code: GB
WooCommerce currency supported: ✔
Advanced Card Processing available in country: ✔
Pay Later messaging available in country: ✔
Webhook status: ✔
Vault enabled: ✔
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ✔
Tracking enabled: –

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
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: minified-js
new-product-management-experience
settings

Daily Cron: ✔ Next scheduled: 2022-12-07 09:02:28 +00:00
Options: ✔
Notes: 81
Onboarding: completed

### Action Scheduler ###

Complete: 185
Oldest: 2022-11-06 06:56:33 +0000
Newest: 2022-12-06 20:56:48 +0000

Pending: 2
Oldest: 2022-12-07 13:08:25 +0000
Newest: 2022-12-07 13:08:26 +0000

### Status report information ###

Generated at: 2022-12-06 20:57:25 +00:00

Igor H

(@ihereira)

1 year, 4 months ago

Hi,

Thanks for the info. The system report does not show flags.

Can you send a screenshot of one order that is having this issue, please? You can send it via https://snipboard.io – please follow the instructions on that page, then paste the URL in this thread (Please redact any sensitive information).

Can you navigate under WooCommerce > System Status > Logs? (Check if there are errors messages on there, and let us know what you find).

Thank you.

Thread Starter

cebcreative

(@cebcreative)

1 year, 4 months ago

Hi Igor,

Please find a screenshot of an affected order https://snipboard.io/5SwH4L.jpg. This is a custom order the client adds manually, but as you can see, for some reason, it adds another product, ‘Rectangular Classic House Sign 105mm Deep’, but this does not affect the order total. It is still correct at £28.00, almost like an invisible product.

Here is another example similar to the above https://snipboard.io/LYu9do.jpg

Checked the logs and nothing in there.

Thanks,
Charlotte

Igor H

(@ihereira)

1 year, 4 months ago

Hello,

Thanks for the info.

Can you navigate under WooCommerce > Status > Tools and clear the transients?

Give it a while and then check again, if the issue persists, you can make a test order to check.

If the issue persists, please switch your theme to Storefront, disable all plugins except WooCommerce and perform a conflict test to identify the origin of the issue.

More info:
https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Let us know how that goes for you.

Thread Starter

cebcreative

(@cebcreative)

1 year, 4 months ago

Hi Igor,

Ok thank you, I have cleared the transients and will monitor now.

I will try the conflict testing as well if it persists and then come back if needed.

Thank you for your time.

Viewing 6 replies - 1 through 6 (of 6 total)

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