Support » Plugin: WooCommerce » Orders disappeared

  • Resolved tobydi

    (@tobydi)


    Hi there,

    We recently launched our first woocommerce shop. Until yesterday everything was going fine, we got around 400 orders and barely any issues.

    Today we ran into some DNS issues as we had not updated the IP address Cloudflare was using after a recent server upgrade. The website crashed.

    The website is up and running again but around 300 orders are gone from our order history. The API keys we had set up for the woocommerce app are gone as well. I’m not sure if anything else has gone missing.

    How can we get our orders back? We’re having big trouble doing customer support without the order history.

    Thanks so much for your help!

    Update: Our product reviews are gone too

    • This topic was modified 2 years ago by tobydi.

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author Gerhard Potgieter

    (@kloon)

    Hi, from the sound of things since you say you had DNS issues is that the orders went to another site you had your domain pointed to? DNS updates can take up to 24 hours to complete, in that time if you are moving your url DNS entries from one IP to another it may resolve to the old IP instead of the new one.

    All I can think is that the orders and reviews were going to the site at the old IP.

    tobydi

    (@tobydi)

    Thanks so much for getting back so quickly Gerhard.

    That makes sense. Migration is complete now so there is no more page behind the old IP that I could access. Is there any way to recover the orders?

    Any way we can sync them back from our payment processors?

    How are orders and so forth stored locally? Maybe I can find the fragments somewhere on our servers?

    Getting a bit desperate here but really hope you can help.

    Thanks!!

    Plugin Author Gerhard Potgieter

    (@kloon)

    The only way to recover it would be to get access to the old site again, you will then need to use a plugin like WooCommerce Order Import suite to export and the orders from the old site and then import it again on the new site https://woocommerce.com/products/customerorder-csv-import-suite/

    Plugin Support Kenin

    (@kbassart)

    Automattic Happiness Engineer

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Hi.

    I also had the same problem with cloudflare and lost my orders. How did you manage to recover them?

    Thanks!

Viewing 5 replies - 1 through 5 (of 5 total)
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