• Resolved mike8040

    (@mike8040)


    Hello,
    so an order that was marked as failed due to a gateway but then was further processed and completed, is missing in the WC analytics. Invoice is generated and stats for the order are correct.
    One can not find the order searching it in the analytics. It seems once failed WC has no mechanism to pick it up for the analytics.
    How to fetch that order afterwards. This is a huge topic if this inconsistency is big!

    //edit: So there is an even bigger inconsistency. Order list admin panel shows X amount of completed orders where the WC analytics panels show Y – there are 7 orders missing for the last month.

    //edit2: so investigating further it looks like 3 of 4 payment gateways and their orders status suddenly don’t get fetched by the WC analytics. It seem it doesn’t have anything to do with the failed status but an exclusion by gateway. I didn’t change any gateway or the processing of it for months.

    //edit3: Because I know what the default response is in here (cron is active on server side and is working – “clear analytics cache” didn’t help – importing the historical data either):

    `
    ### WordPress Environment ###
    
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    WP Cron: –
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    currency: EUR
    exchange_rate: 1.19
    auto_exchange_rate: no
    disable_tax_adjustment: no
    order: 9999
    
    ### Admin ###
    
    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    product-variation-management
    product-virtual-downloadable
    product-external-affiliate
    product-grouped
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    
    Disabled Features: customize-store
    minified-js
    new-product-management-experience
    product-linked
    settings
    async-product-editor-category-field
    
    Daily Cron: ✔ Next scheduled: 2024-02-08 16:58:18 +01:00
    Options: ✔
    Notes: 61
    Onboarding: completed
    
    ### Action Scheduler ###
    
    Canceled: 207
    Oldest: 2024-01-13 12:00:03 +0100
    Newest: 2024-02-06 14:09:32 +0100
    
    Complete: 3,095
    Oldest: 2024-01-10 07:53:53 +0100
    Newest: 2024-02-08 00:30:03 +0100
    
    Failed: 160
    Oldest: 2023-05-22 03:29:04 +0200
    Newest: 2023-12-26 03:38:35 +0100
    
    In-progress: 1
    Oldest: –
    Newest: –
    
    Pending: 47
    Oldest: 2024-02-08 00:30:04 +0100
    Newest: 2024-03-01 12:23:08 +0100
    
    
    ### Status report information ###
    
    Generated at: 2024-02-08 00:40:18 +01:00
    
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
    • This topic was modified 3 months, 3 weeks ago by mike8040.
Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter mike8040

    (@mike8040)

    Can’t edit anymore. While testing on the copy of the live site, I had to make the following interesting and very puzzling discoveries. The default settings for Analytics have always been:
    Excluded statuses: completed
    Actionable statuses: Processing, On hold
    Date type: Date completed

    Now, neither “clear analytics cache” nor “importing the historical data” has provided a solution (this issue seems to have started since 2024). As a test, I manually changed the status of an already completed order to completed again. Suddenly, this order appeared in the Analytics.

    When I set “Date type” to “Date created,” the count of all completed orders matches the admin order list. When set “Date paid” only two are missing. So, what’s happening here?

    Here are the observations when Date completed is set:

    # 3 out of 4 gateways, such as the Default Wire Transfer, are no longer captured
    # Failed to Completed transitions also seem to be missed
    # Saving a completed status anew triggers Analytics recording again…
    # When set to “Date paid” there are orders missing too even though orders that are from the very same day and same payment gateway are listed

    • This reply was modified 3 months, 3 weeks ago by mike8040.
    • This reply was modified 3 months, 3 weeks ago by mike8040.
    • This reply was modified 3 months, 3 weeks ago by mike8040.
    Thread Starter mike8040

    (@mike8040)

    Ok, so the wc_order_stats table confirming the issue:
    re-saved order has a date saved:
    re-saved order

    One of the affected orders does have NULL where the date should have been saved:
    order-with-issue

    So what is causing this? There are no failed scheduled task. And how do I add the missing date with SQL without going through each order 1 by 1?

    • This reply was modified 3 months, 3 weeks ago by mike8040.
    • This reply was modified 3 months, 3 weeks ago by mike8040.
    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello mike8040,

    Thank you for reaching out and providing such a detailed account of the issue you’re encountering with WooCommerce Analytics.

    Your diligence in investigating the numerous aspects of this problem is very much appreciated. It’s clear that you’ve taken significant steps to understand and identify the root cause, which is incredibly helpful.

    From your description, the inconsistency you’re experiencing with order data not correctly syncing with WooCommerce Analytics could be related to a conflict possibly arising from a plugin or custom code that may be interfering with the way WooCommerce processes and records transactional information.

    To further isolate the cause, it would be beneficial to create a Staging site that mirrors your live environment but is stripped down to the bare essentials.

    On this Staging site, please ensure that only the WooCommerce plugin, the necessary payment gateway plugin, and a default theme like Storefront are active. By doing so, we can determine if the inconsistencies are still occurring without the additional plugins or theme factors potentially contributing to the issue.

    Thank you for your cooperation, and I look forward to your update so we can continue working towards a solution. 🙂

    Best regards.

    Thread Starter mike8040

    (@mike8040)

    Thank you for getting back. I already done just that and it comes down to Memcached and Woocommerce. Its seems the wc_order_stats are handled incorrectly by the object-cache. Referring to this:
    https://developer.wordpress.org/reference/classes/wp_object_cache/
    I tried to add all order change actions to the wp_cache_add_non_persistent_groups
    but with no success. The order are updated in the wc_order_stats but delayed and one can (and not always) only force it be clearing the memcached cache. This can’t be the solution as the hole store is affected by purging.

    Right now I’m helping myself with a dirty solution to add a cron job for:

    UPDATE wp93_wc_order_stats
    JOIN wp93_posts ON wp93_posts.ID = wp93_wc_order_stats.order_id
    SET wp93_wc_order_stats.date_completed = wp93_posts.post_modified
    WHERE wp93_posts.post_status = ‘wc-completed’
    AND wp93_wc_order_stats.date_completed IS NULL
    AND wp93_posts.post_modified >= ‘2024-01-01 00:00:00’;

    The analytics are wrong with “Date type” to “Date completed,” because after the order is completed the date_completed will not be saved in wc_order_stats. The date_completed stays NULL for the order_ID in wc_order_stats.

    Plugin Support Shameem (woo-hc)

    (@shameemreza)

    Hi @mike8040,

    It’s interesting that you’ve observed a potential conflict between Memcached and WooCommerce, specifically with how the wc_order_stats are being handled by the object cache.

    Your workaround with the cron job is a clever solution for the time being, but I understand it’s not an ideal long-term fix. The issue with the date_completed field not being saved in wc_order_stats is indeed concerning, and it’s something we need to look into further.

    I would recommend submitting a bug report to our developers so they can investigate this issue further. You can do this directly through our GitHub repository here. Please provide as much detail as possible, including the steps you’ve taken to troubleshoot, as well as your findings.

    In the meantime, please continue using your workaround and closely monitor the situation. If you notice any other anomalies or if the situation worsens, feel free to let us know.

    Thanks!

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