Some WooCommerce Orders not showing up in orders tab or anywhere on website

  • Resolved moeismail31

    (@moeismail31)


    1 year, 1 month ago

    Clients are making appointments (for car detailing) on my website using Amelia. I am using woocommerce (integrated with square) to take payments when a user is booking an appointment. Some of the orders people are making are not showing up under the orders tab or anywhere on my website. The only way i can see that appointments are being booked is by looking in my square app account under transactions. It shows the source of the payment/booking as woocommerce. Another weird thing is it shows the order numbers as ones that were already used over 2 years ago. The orders that end up showing up in woocommerce orders (and in square) have correct orders numbers.

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

Viewing 11 replies - 1 through 11 (of 11 total)
  • xue28 (woo-hc)

    (@xue28)

    1 year, 1 month ago

    Hi @moeismail31

    Thanks for reaching out!

    This is quite strange that you’re experiencing an issue with order numbers and order visibility in your WooCommerce and Square integration.

    Does this happen to all orders on your site or for specific orders containing appointments?

    To be sure, can you please try to create a test order using a simple product and paid thru Square Sandbox Mode and see if this is working properly? Meaning, order can be shown under WooCommerce > Orders and having the latest order number and not old order numbers in your system.

    Regarding the issue with order numbers, WooCommerce should generate a new unique order number for each transaction. If old order numbers are being used, it could be a glitch in the system or a conflict with one of your plugins.

    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.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

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

    Thread Starter moeismail31

    (@moeismail31)

    1 year, 1 month ago

    Hey,

    It is not happening with all orders. I am trying to pinpoint which orders it’s happening to but it seems random. Half of the orders show up in woocomemrce and half of them don’t. The only way I know people are booking is because I can see it in square and I have called them to confirm they made the booking on the website. 

    System Report: 


     WordPress Environment

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Secure connection (HTTPS): ✔<br>Hide errors from visitors: ✔ Active Plugins (13)

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Overrides: – Square

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Generated at: 2023-12-17 18:15:45 -05:00<br>

    There are no fatal error logs.

    Below are images of order numbers on square of recent orders that match order numbers from 2021 on the website:

    you can see that the orders with correct order numbers show up on woocommerce and square but the orders with old order numbers only show up on square. The source for those orders still says woocommerce and I have called the clients and they confirmed they made the booking regularly on the website. I have also checked the clients history – some are returning, some are new. There seems to be no pattern.

    If you need a wp-admin login to help, I can provide privately.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    1 year, 1 month ago

    Hello moeismail31

    Thank you for your reply.

    This is a strange thing. It is simply not possible for WooCommerce to generate order numbers that have been used in the past because number counting goes up in increasing order.

    We need more information to find out what is happening.
    Could you please share the details of the order with old numbers?

    We just need basic information such as what was ordered and what paymethod method was used. No need to share customer data or other sensitive information. We will use this data and try to recreate the issue to find out the root cause.

    It would be best if we could do this on a staging site.
    Can you create a staging site or already have one?

    Looking forward to your response. 🙂

    Thread Starter moeismail31

    (@moeismail31)

    1 year, 1 month ago

    It is very strange.

    The orders with old numbers are not showing up anywhere on my WordPress website/Woocommerce data. I can only see these orders on my Square transaction tab.

    The image i shared is all I can see. It shows the source of purchase as WooCommerce and I called and confirmed with the clients that they booked on my website.

    I will share the image again:

    I have created the staging site: diamondcarwashrideau.com/staging

    • This reply was modified 1 year, 1 month ago by moeismail31.
    anastas10s

    (@anastas10s)

    1 year, 1 month ago

    Hi there @moeismail31 👋

    Thank you for reaching back, with further details on this. I’d like to zoom out for a moment, and focus on the following two parts of messages here:

    The orders with old numbers are not showing up anywhere on my WordPress website/Woocommerce data. I can only see these orders on my Square transaction tab.

    +

    Clients are making appointments (for car detailing) on my website using Amelia. I am using woocommerce (integrated with square) to take payments when a user is booking an appointment. Some of the orders people are making are not showing up under the orders tab or anywhere on my website.

    It is not possible to know from the information shared so far, therefore, just to clarify, all orders placed at your site go through Amelia’s software, or otherwise? All of those that do not show up are placed via that booking plugin?

    As the site appears to be accepting appointments only (below, I am attaching a screenshot, for reference), and Amelia: by TMS – 7.2 is among the active plugins, I’d recommend reaching out to the plugin’s support which can be accessed via this page: https://wpamelia.com/

    Direct link to image: https://snipboard.io/ByP3jR.jpg

    I trust that points you in the right direction, but if you have more questions, let us know.

    We’re happy to help.

    Thread Starter moeismail31

    (@moeismail31)

    1 year, 1 month ago

    Yes all orders go through Amelia. Some orders show up and some don’t but they all go through Amelia, which is why I think it might be a WooCommerce issue?

    I messaged Amelia support still.

    anastas10s

    (@anastas10s)

    1 year, 1 month ago

    Hey @moeismail31 👋

    To clarify, WooCommerce provides the ecommerce underlying layer, and Amelia the booking functionality that connects with the payment gateway(s) (Square being one), at this specific setup.

    Thank you for letting us know that Amelia’s support channel was contacted about this. I trust their response will help clarify things, and get to the bottom of the issue.

    Cheers!

    Thread Starter moeismail31

    (@moeismail31)

    1 year, 1 month ago

    Hey,

    No. It’s the other way around. Amelia provides the system to organize my clients, employees, locations, services, and bookings/appointments. Woocommerce is used to complete the payment/payment gateway.

    Once the user goes through the booking process they are redirected to the woocommerce cart page and then checkout to complete payment.

    Maybe you could go through the booking process to see the flow: diamondcarwashrideau.com/booking

    Check out these photos below:

    Saif

    (@babylon1999)

    1 year, 1 month ago

    Hello @moeismail31,

    From the last screenshot provided and upon visiting your site, it appears that car wash bookings aren’t static WooCommerce products. Instead, they seem to be dynamically created fees passed to WooCommerce.

    To isolate if WooCommerce is causing the issue, could you please create a simple product from ‘Products → Add new’ and test ordering that product a few times to see if the issue recurs? If not, I suggest continuing to contact Amelia support about this, perhaps one of the changes in version 8.4 caused this.

    Since you mentioned using Square for WooCommerce, please switch to sandbox mode and use one of Square’s test cards before testing.

    Let us know how it goes!

    gomindstorm

    (@gomindstorm)

    9 months, 3 weeks ago

    I’m having the same issue…. Transactions are being process by square however they do not show up as an order. Square (of course) blames WooCommerce.

    carolm29 (woo-hc)

    (@carolm29)

    9 months, 3 weeks ago

    Hey, @gomindstorm!

    Per WordPress forum guidelines, would you mind opening up a new thread for this so that we can keep things organized and offer more personalized support for you? We’ll be happy to help you out with this over there!

    Have a wonderful day!

Viewing 11 replies - 1 through 11 (of 11 total)
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