Support » Plugin: WooCommerce » Order values are incorrect when a coupon is added

  • Resolved peacockstrutmarketing

    (@peacockstrutmarketing)


    Hi there, I have some issues with the order data on the orders dashboard, and order information being sent to customers. Please see an example here: https://snipboard.io/cvFgLZ.jpg

    The product in the example is £6.60 including VAT, £5.28 excluding VAT.

    The totals should be:

    COST QTY TOTAL VAT

    £5.28 x 1 £4.40 £0.88
    (£1.10 discount) (£0.44 discount)

    For some reason it is deducting the value for the item not including the vat from the inital cost. It is also confusing that the discount for the VAT is not stated.

    Here are the VAT settings: https://snipboard.io/ePp4aS.jpg

    Any advice greatly appreciated.

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

Viewing 15 replies - 1 through 15 (of 16 total)
  • Hi @peacockstrutmarketing

    Thanks for reaching out!

    If I understand you correctly, the total order amount is incorrect after the coupon’s amount was deducted, right?

    The product in the example is £6.60 including VAT, £5.28 excluding VAT.

    However, based on this screenshot, the price is £5.50?

    I’d like to understand your site properly, please share screenshots of the following settings below:

    • General Settings (WooCommerce > Settings > General)
    • Tax Settings (WooCommerce > Settings > Tax > Standard Rate)
    • Coupon used

    If you don’t already have a screenshot service installed, you can try https://snipboard.io or http://skitch.com/. You can share the direct link to the image as a response to this topic.

    Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    Thanks!

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Hi, thank you for your response. Precisely, this is part of the issue. The full price of the item in the screenshot including VAT is £6.60. So, depending on whether the cost column should show the cost of the item with or without VAT, it should be either £6.60 or £5.28.

    Here is the Woocommerce setting screenshot: https://snipboard.io/QB85Jp.jpg

    The tax standard rate, you already have a screenshot of the tax settings: https://snipboard.io/wjRkrs.jpg

    The welcome20 coupon: https://snipboard.io/W8X2ts.jpg

    Woocommerce status report:

    For some reason I cannot paste in my status report? I can paste into a text file so copying is not the issue. I will try to paste it in a seperate comment.

    Thanks

    Lucy

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Igor H

    (@ihereira)

    Hi,

    Thanks for sending the system report.

    On the edit product section, does the product have any tax class?

    Can you please check if there are any errors found under WooCommerce > System Status > Logs?

    Looking forward to hearing from you.

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Yes, it is set to Standard, please see the screenshot: https://snipboard.io/Dqz3N7.jpg

    Igor H

    (@ihereira)

    Hi,

    Thank you for sending the system status report, May I ask for one more piece of information? Please provide a link to the product that is displaying the issue, thanks.

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Hi Igor – to be clear, all products are reporting this issue as far as I’m aware, the issue appears on every order that uses the welcome20 code (we do not have any other coupons that remain active).

    Howver, the example product that I have used in my testing is: https://theenglishsoapcompany.com/kew-bergamot-and-ginger-soap/

    Thanks

    Lucy

    Hi @peacockstrutmarketing

    Thanks for sharing the requested information above.

    I replicated the settings above on my personal site, however, I am unable to reproduce the issue on my end.

    I am using VAT-inclusive tax settings here and here’s the order page:

    Checking on your site’s System Status Report, these are what I found:

    WC Database Version: 7.2.2

    Your WooCommerce database does not match your WooCommerce core version of 7.3.0. Please update your WooCommerce database by going to WooCommerce > Status > Tools > Update Database

    Outdated Templates: ❌

    Please update outdated templates on your site by following our guide here: Fixing Outdated WooCommerce Templates

    Once these are all updated, please try to reproduce the same order again and see if this resolves the issue.

    Otherwise, try to switch to the default Storefront theme and only WooCommerce plugin is enabled and see if this works?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please 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.

    Let us know how it goes!

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Hi, will do as you’ve suggested this afternoon, however I need to flag a new issue. We have just had a customer with Billing and Shipping address of Canada create an order, and they have received free shipping. They should have been charged £72 for international shipping.

    We do not have free shipping enabled for international customers, we only have free shipping enabled for UK based customers for order values of over £35. This is very concerning as the order value was nowhere near enough to cover the value of the order.

    I wil do as you have suggested, and let you know what I find.

    Thanks

    Lucy

    Hi @peacockstrutmarketing

    Hi, will do as you’ve suggested this afternoon\

    Let us know how that goes!

    We have just had a customer with Billing and Shipping address of Canada create an order, and they have received free shipping. They should have been charged £72 for international shipping.

    We do not have free shipping enabled for international customers, we only have free shipping enabled for UK based customers for order values of over £35. This is very concerning as the order value was nowhere near enough to cover the value of the order.

    Can you please try to replicate the same order here and see if you can reproduce the free shipping offered to them? If so, please share with us a screenshot of the whole page where you see the Free Shipping was indicated so that we could check this further.

    Checking again on your site’s SSR, I can see that you have the third-party plugin WooCommerce Free Shipping Bar Premium: by VillaTheme – 1.1.16 installed. Please check the plugin and see if there are any relevant settings related to the issue above.

    Once again, if you are able to replicate the issue on your site, please run the full conflict test to see if your theme or a third-party plugin present on your site is causing this.

    Let us know how it goes!

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Hi there, apologies for my delay in getting back to you. I cannot replicate the anada shipping issue, we will have to see if it happens again.

    RE: the VAT/ discount calculatons:

    I have performed all the actions you stated, but the issue still persists.
    I have updated the database and all outdated theme templates. I have performed a healthcheck on the site disabling all plugins and changing the theme and am still getting the same issue. Please see the screenshot: https://snipboard.io/lEP1HM.jpg

    The test order was for an item priced at £5.60 (inclusive of VAT)
    On the order wth incorrect values, it says:

    Cost: £4.67 x 1 Total £4.67 (0.93 discount) VAT £0.75 (0.18 discount)

    However, if the cost value should be the Product Value minus VAT, it should read as follows:

    Cost: £4.48 x 1 Total £3.58 (0.90 discount) VAT £0.90 (0.22 discount)

    I will post any fatal error logs below. Thanks

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    2023-02-07T08:16:39+00:00 CRITICAL Uncaught TypeError: Argument 1 passed to Automattic\WooCommerce\Internal\ProductAttributesLookup\LookupDataStore::get_attribute_taxonomies() must be an instance of WC_Product, bool given, called in /home/customer/www/lucyn9.sg-host.com/public_html/wp-content/plugins/woocommerce/src/Internal/ProductAttributesLookup/LookupDataStore.php on line 378 and defined in /home/customer/www/lucyn9.sg-host.com/public_html/wp-content/plugins/woocommerce/src/Internal/ProductAttributesLookup/LookupDataStore.php:516
    Stack trace:

    0 /home/customer/www/lucyn9.sg-host.com/public_html/wp-content/plugins/woocommerce/src/Internal/ProductAttributesLookup/LookupDataStore.php(378): Automattic\WooCommerce\Internal\ProductAttributesLookup\LookupDataStore->get_attribute_taxonomies(false)

    1 /home/customer/www/lucyn9.sg-host.com/public_html/wp-content/plugins/woocommerce/src/Internal/ProductAttributesLookup/LookupDataStore.php(283): Automattic\WooCommerce\Internal\ProductAttributesLookup\LookupDataStore->create_data_for_variation(Object(W in /home/customer/www/lucyn9.sg-host.com/public_html/wp-content/plugins/woocommerce/src/Internal/ProductAttributesLookup/LookupDataStore.php on line 516

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    2023-02-08T19:06:10+00:00 CRITICAL Uncaught Error: Call to undefined function is_woocommerce_prior_to() in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php:1892
    Stack trace: 0 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php(68): Wt_Import_Export_For_Woo_Order_Import->process_item(Array) 1 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/order.php(100): Wt_Import_Export_For_Woo_Order_Import->prepare_data_to_import(Array, Array, 14020, false) 2 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/class-wp-hook.php(308): Wt_Import_Export_For_Woo_Order->importer_do_import(Array, 'order', 'import', Array, Array, 'new', 14020, false) 3 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Array, Array) 4 /home/customer/www/theenglishsoapcompany.com/p in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php on line 1892 2023-02-08T19:24:16+00:00 CRITICAL Uncaught Error: Call to undefined function is_woocommerce_prior_to() in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php:1892
    Stack trace: 0 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php(68): Wt_Import_Export_For_Woo_Order_Import->process_item(Array) 1 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/order.php(100): Wt_Import_Export_For_Woo_Order_Import->prepare_data_to_import(Array, Array, 14020, false) 2 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/class-wp-hook.php(308): Wt_Import_Export_For_Woo_Order->importer_do_import(Array, 'order', 'import', Array, Array, 'new', 14020, false) 3 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Array, Array) 4 /home/customer/www/theenglishsoapcompany.com/p in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php on line 1892 2023-02-08T19:51:35+00:00 CRITICAL Uncaught Error: Call to undefined function is_woocommerce_prior_to() in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php:1892
    Stack trace: 0 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php(68): Wt_Import_Export_For_Woo_Order_Import->process_item(Array) 1 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/order.php(100): Wt_Import_Export_For_Woo_Order_Import->prepare_data_to_import(Array, Array, 0, false) 2 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/class-wp-hook.php(308): Wt_Import_Export_For_Woo_Order->importer_do_import(Array, 'order', 'import', Array, Array, 'new', 0, false) 3 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Array, Array) 4 /home/customer/www/theenglishsoapcompany.com/public_ht in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php on line 1892 2023-02-08T19:57:00+00:00 CRITICAL Uncaught Error: Call to undefined function is_woocommerce_prior_to() in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php:1892
    Stack trace: 0 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php(68): Wt_Import_Export_For_Woo_Order_Import->process_item(Array) 1 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/order.php(100): Wt_Import_Export_For_Woo_Order_Import->prepare_data_to_import(Array, Array, 0, false) 2 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/class-wp-hook.php(308): Wt_Import_Export_For_Woo_Order->importer_do_import(Array, 'order', 'import', Array, Array, 'new', 0, false) 3 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Array, Array) 4 /home/customer/www/theenglishsoapcompany.com/public_ht in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php on line 1892 2023-02-08T19:57:43+00:00 CRITICAL Uncaught Error: Call to undefined function is_woocommerce_prior_to() in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php:1892
    Stack trace: 0 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php(68): Wt_Import_Export_For_Woo_Order_Import->process_item(Array) 1 /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/order.php(100): Wt_Import_Export_For_Woo_Order_Import->prepare_data_to_import(Array, Array, 0, false) 2 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/class-wp-hook.php(308): Wt_Import_Export_For_Woo_Order->importer_do_import(Array, 'order', 'import', Array, Array, 'new', 0, false) 3 /home/customer/www/theenglishsoapcompany.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Array, Array) 4 /home/customer/www/theenglishsoapcompany.com/public_ht in /home/customer/www/theenglishsoapcompany.com/public_html/wp-content/plugins/wt-import-export-for-woo-order/order/import/import.php on line 1892
    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    That’s all the fatal error logs.

    Thread Starter peacockstrutmarketing

    (@peacockstrutmarketing)

    Please respond, this remains a serious issue on our site

Viewing 15 replies - 1 through 15 (of 16 total)
  • The topic ‘Order values are incorrect when a coupon is added’ is closed to new replies.