The issue is arising for some of the payments before and yesterday as well. This issue is recurring for some payments. So currently the situation is like; some previous payments do not have order number; then for few payments; order number is generated; again for few payments; order number is not there and then for further payments; its there.
You can check above screenshot for more details.
Plus the payments which have N/A as order number; are not even there in Woocommerce > Orders. which is strange. All transaction details are correctly stored in payment.
As the payment is successfull and there is no trace about the order I am able to find from backend.
Can I know what can be the exact issue. Please help on this ASAP. Let me know if any further information is required. just FYI WordPress, PHP, and all Plugins are Up to Date.
The page I need help with: [log in to see the link]
It looks like there some orders are missing order numbers, and you are also unable to find these orders in the WooCommerce → Orders page, correct?
Can you confirm if the affected payments are associated with any specific products?
Do any of these orders have any payment IDs (please don’t share these with us here)?
Did you receive any order email? If so, are you seeing the order number there?
Have you made any recent changes to your WooCommerce settings or installed any new plugins that might be related to payments?
Also, can you please share the following:
System Status Report: you can find this via WooCommerce → Status. Select Get system report and then Download for Support. This will download a TXT file that has the contents of the SSR which you can then share with us here.
Fatal Error Log: Share a copy of any fatal error log found under WooCommerce → Status → Logs. More specifically, can you check for any payment-related errors for the dates of the orders experiencing this issue.
Yes those N/A orders are not showing in WooCommerce → Orders
=> And that’s why I am unable to track even which products they are buying. => Yes all N/A orders have payment IDs. => Asked my client about this; will post ASAP I have a response from him. => No such setting or plugins has been added which can affect this things.
Thank you for reaching back, with further details on this.
The site’s System Status Report (SSR) reveals that logging is enabled. Therefore, kindly share the logs from February 3 and 4, in order to investigate further.
Feel free to use a service like https://quickforget.com/ for doing so, after making sure sensitive client details are redacted.
Once I hear back from you, I will be happy to investigate this further. Cheers!
The errors you shared point to a probable conflict happening. Can you please run a conflict test and them make test orders to see if the issue remains?
To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.
If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.
— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.
— Also, you can consider using a plugin like Health Check & Troubleshooting. This is a plugin developed by the WordPress community and it is helpful to disable plugins without affecting your current site visitors.
— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.
I appreciate the information you provided about the testing approach. However, I’d like to draw your attention back to the issue’s intermittent nature. The concern I have is that following the testing procedure you outlined may not guarantee the immediate occurrence of the issue.
The issue is unpredictable and it is potentially challenging to replicate it consistently during testing.
The reason for my concern lies in the fact that the problem doesn’t consistently affect every order. Some orders experience the issue on the same day, while others function without any problems. The inconsistency is apparent—sometimes it works, and other times it doesn’t. Allow me to share specific dates when the system was working and when it was not.
Given this unpredictability, I’m hesitant about relying solely on the suggested testing strategy. It seems insufficient since we can’t pinpoint when the exact issue will manifest. I believe we need a more robust testing approach that considers the sporadic nature of the problem.
In addition to this, I am attaching screenshots for your reference.
I appreciate your understanding, and I look forward to your guidance on how we can proceed effectively in addressing this matter.
It is safe to share the Payment IDs internally so that our HEs can take a closer look at what may be going on. 🙂
In the meantime, can you navigate to WooCommerce → Orders, and check if there are any orders in the “Trash” tab?
If so, can you see if any of these perhaps correspond with the transactions showing “N/A”? It’s possible that the orders being trashed are the Transactions resulting in the “Order #” column displaying N/A.
Can you log out of your Woo.com account and then access the Woo “Contact Us” page directly here. Next, click on “I need help with my account or with a product I purchased on Woo.com“, and then “Can’t find an answer? Contact us!“:
A pop-up contact form should then appear:
You can then complete the support request form there, and see if this submits successfully.
Since the support request was submitted successfully, you’ll hear back from one of our Happiness Engineers where support will be continued internally 🙂
Kindly help me on this ASAP; as the issue is still the same; and again the conflict test will not work; as the issue is not coming continuously; it happens only for some orders.
