Support » Plugin: WooCommerce » Orders mistakenly linking to customers

  • Hi there,

    Our website ( https://www.manxtomkinson.co.uk/ ) took 3 orders this morning at: 10.41am, 10.39am and 10.37am.

    Somehow, our website has recorded the same customer IP address for all 3 orders (I don’t know if this signifies something) and the email address and phone number has been taken from the first order (at 10.37am) and has somehow been duplicated onto the order at 10.39am and at 10.41am meaning that customer A has received the order confirmation email for all 3 orders.

    Does anyone have a clue how this could’ve happened?

    Seems like a very bizarre issue that I cannot really comprehend…

    The orders have different billing addresses, different order numbers, different order items, but share the same customer IP and the same email address and contact number… How could this have possibly happened? Some sort of cache sharing data between different users’ sessions? We are not running any kind of WP cache plugin…

    Regards,
    Karl

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Author royho

    (@royho)

    Hi there,

    Are we sure these are legitimate orders?

    • This reply was modified 2 months, 1 week ago by royho.

    Hi @royho, thanks for your prompt response. Yes they are genuine.

    Could it possibly be someone wanting to get a total of 15 samples and having 5 shipped to three different addresses? If these are free orders, with no payment made by the customer, then the different billing addresses would never get validated by the processor since the orders are free.

    I would think checking your logs might provide additional insight…

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @cooperk937,

    Since you’re offering free sample products it could be the same person placing orders with different items and sending them to different billing addresses as mentioned by @captaincrank.

    As you have collected email address and phone number, it would be probably a good idea to follow up with the customer and check if it’s all legitimate and confirm they will soon receive their samples.

    Thanks.

    Thanks @captaincrank and @rainfallnixfig for your comments but it isn’t possible to contact the 2 other customers since their contact details have been replaced with another customers email and phone number.

    If the customer wanted 15 samples they could have ordered to their own address 3 times as others have done. So I’m not sure this is likely.

    @cooperk937 did the logs show anything?

    Thread Starter cooperk937

    (@cooperk937)

    @captaincrank and @rainfallnixfig yes, the reason that we noticed this is that the email address that had been utilised 3 times contacted us saying that they had received someone else’s order confirmation emails, so I’m pretty sure that the contact details were incorrectly linked to the other 2 orders…

    Unfortunately, nothing was added to the woocommerce log on the date of the order.

    Regards,
    Karl

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi there,

    the email address that had been utilised 3 times contacted us saying that they had received someone else’s order confirmation emails

    Thanks for this clarification. When you say that nothing was added to the WooCommerce logs, are you referring to the logs under WooCommerce > Status > Logs?

    Can you see if you find any PHP errors on the server logs? For this, follow this support guide: https://docs.woocommerce.com/document/finding-php-error-logs/#section-2.

    Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Thanks.

    Thread Starter cooperk937

    (@cooperk937)

    Hi @rainfallnixfig , many thanks for your reply.

    Yes, it was Woocommerce -> Status -> Logs, nothing for that day.

    I’ve downloaded the error log for that day (24th September), you can find it here;
    https://manxtomkinson.co.uk/24-sep-error_log.txt

    Please be aware that since we made this discovery, we found out that autoptimize was enabled on the site with a cache running. We have since disabled the cache as we thought that maybe this was a culprit.

    Regards,
    Karl

    Plugin Support abwaita a11n

    (@abwaita)

    Hi @cooperk937,

    Thanks for getting back. Taking interest in this part:

    Please be aware that since we made this discovery, we found out that autoptimize was enabled on the site with a cache running. We have since disabled the cache as we thought that maybe this was a culprit.

    Caching is a common culprit in many cases where a customer finds items they didn’t place on their cart. What happens is that the caching plugin could have served a cart or checkout page that already contained another customer’s items.

    Thus, we’d be happy to know if there has been another case since disabling the caching plugin.

    Just to mention, we normally recommend excluding the following pages from caching: cart, checkout, my account. Here’s a guide with more info on configuring caching plugins.

    Checking the logs, I see a warning and some database errors.

    A non-numeric value encountered in /*/*/*/wp-content/plugins/woocommerce/includes/class-wc-cart.php

    This is highly indicative of a tool that’s trying to pass a non-numeric value here. A conflict test would help to find out the tool causing this issue.

    WordPress database error Table 'manxtomk_wp634.wpp7_asl_products' doesn't exist for query SELECT id, name FROM wpp7_asl_products ORDER BY name ASC

    Here, it seems there’s a tool querying a non-existent table wpp7_asl_products. However, the tool that creates the table name is not apparent.

    To try and understand this further, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    Thanks.

    >> Please be aware that since we made this discovery, we found out that autoptimize was enabled on the site with a cache running.

    > Caching is a common culprit in many cases where a customer finds items they didn’t place on their cart. What happens is that the caching plugin could have served a cart or checkout page that already contained another customer’s items

    Just a clarification: Autoptimize does not do page caching, if only optimizes CSS, JS, Images, … On WooCommerce disabling the “also optimize cart/ checkout” is the first thing to do when encountering (JS-related) issues though.

Viewing 10 replies - 1 through 10 (of 10 total)
  • You must be logged in to reply to this topic.