Support » Plugin: WooCommerce » Order processed by customer but not visible in orders dashboard

  • Resolved khandmishri


    I run an online health food store that I created with WordPress and woocomemrce. The customer placed an order and the payment merchant Razorpay received the payment as well. The customer received a confirmation for his payment. However, I’m unable neither seeing the order in the Orders dashboard under woocommerce nor the customer received an email for order confirmation. The same customer placed the orders last week and it was visible on the dashboard. Kindly help!

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  • Plugin Support mother.of.code.a11n


    The Mother of Code | Automattic Happiness Engineer

    Hi there,

    That’s odd! In previous cases where I’ve seen disappearing orders, it was typically an active and publicly accessible staging site that was the culprit. Can you please confirm for us that that is not the case here?

    If it’s not a staging site, I would recommend asking your payment gateway to confirm the origin of the payment, and investigate the database to see if the order exists in there. If it does, you may be looking at a code conflict.
    The best way to determine this is to:

    • Temporarily switch your theme to Storefront
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

    This is best done on a staging site. That’s a copy of your live site, so you can test things out without making changes to your actual site. Some hosting companies offer a staging site service within their hosting plans. If yours does not, there is a great free plugin that will allow you to build a complete staging site with a few button clicks:

    Plugin Support maykato


    We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

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