Orders missing from WC Orders, new orders reusing / duplicating order ID

  • Resolved marelise

    (@marelise)


    1 year, 3 months ago

    There are 5 orders missing from the WC Orders list. We have the order confirmation mails for these, showing the order number for each order, and these orders have already been successfully paid and delivered. However, they are not visible at all on WC Orders.

    Our accounting system flagged this issue because we got 5 new orders, each re-using the order IDs from these missing orders, which meant there were duplicate order IDs on the accounting side. It’s impossible to capture an order with a duplicate ID on the accounting side, just as it’s impossible to have duplicate order IDs on WC. We found the new orders with these re-used order IDs on WC Orders, but not the original orders. The orders using duplicated order IDs were all placed on 18 Nov.

    Other orders have been placed successfully since, without any duplication issue, and without the order being missing. WooCommerce wasn’t modified or “reset” in any way, order numbers have not been changed or manipulated (we don’t use a plugin or other code to modify WC Order IDs). No changes were made on the site at that time.

    We need to recover these missing orders, for auditing purposes, and I’m worried about this happening again. Any guidance will be appreciated.

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    1 year, 3 months ago

    Hi there!

    In order to assist you further, could you please try searching for the missing orders directly in your database (in the wp_posts table with the post type shop_order) to see if the orders are there but not appearing in the admin interface.

    Also, WooCommerce generates order IDs automatically, and by default, there shouldn’t be any duplication unless there’s an external issue like a conflict or a custom script. If there was a custom code or plugin running at the time that might have caused the duplication, that could be something to investigate. Could you please run a conflict test and try to place some testing order and see if you still face the issue.

    Regarding recover the order:
    If the orders are not appearing in the database, could you please check your email for the details of the missing orders and try recreating them manually?

    In the meantime, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    • System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    • Fatal error logs (if any) under WooCommerce > Status > Logs.

    Once we have more information, we’ll be able to assist you further.

    Thread Starter marelise

    (@marelise)

    1 year, 3 months ago

    Thank you @shahzeenfarooq

    These orders aren’t on the database, but we’ve got the order confirmation mail. Since deleting an order removes it from the DB, something must have happened to delete those orders.

    There is no custom code interacting with orders (only custom code is CSS). The issue with testing and trying to recreate now is that this gap of 5 orders is the only gap we can see – all subsequent orders are going through correctly, so while we can recreate making an order, we can’t recreate what caused the original orders to disappear. It seems like something deleted the orders from WC, whether an ERP integration glitch, or something like that.

    We’ll just create those orders manually for record keeping purposes.

    Reynier (a11n)

    (@reynierc)

    1 year, 3 months ago

    Hi @marelise

    Thanks for sharing the additional details. Orders going missing in WooCommerce is usually uncommon, to name a few causes, it can be due to:

    1. Database Issue: Server or database errors may cause data loss or fail to save orders correctly.
    2. Plugin Conflicts: A plugin you recently installed or updated may conflict with WooCommerce and inadvertently delete orders.
    3. Manual Deletion: Someone with admin access may have accidentally or purposefully deleted the orders.
    4. Integration Problems: External services or ERP integrations syncing with WooCommerce might have malfunctioned, leading to data deletion.

    To retrieve missing orders:

    • Backups: If you have a recent backup of your website, you can restore it to a point before the orders went missing. This is why regular backups are crucial.
    • Order Confirmation Emails: Recreate the missing orders manually using the details from your order confirmation emails.
    • Database Recovery: In some scenarios, a skilled database administrator may be able to recover lost data if it hasn’t been overwritten.

    Since we couldn’t recreate what caused the issue, a solution is to indeed recreate these orders manually using the order confirmation emails as your guide. Once done, I’d suggest to keep a close eye on new orders and monitor for any similar issues.

    For future safety, you might want to consider periodic backups. This way, if something goes wrong, you can restore your data quickly.

    Lastly, if there are ERP integrations at play, please check their activity logs around the dates the orders went missing.

    If you’d like us to inspect other possible angles, you can send send over your System Status Report my colleague mentioned and any error logs, if available.

    Thread Starter marelise

    (@marelise)

    1 year, 3 months ago

    Thank you @reynierc 🙂

    Jonayed (woo-hc)

    (@jonayedhosen)

    1 year, 3 months ago

    Hi @schemastudio ,

    Glad to hear that @reynierc was able to help point you in the right direction here!

    If you have a moment, we’d really appreciate it if you could leave us a review: https://wordpress.org/support/plugin/woocommerce/reviews 

    I’ll go ahead and mark this as resolved for now, but please don’t hesitate to create a new topic if you need further assistance.

    Cheers!

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

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