WooCommerce orders going missing

[KomissarMinsky]

This is a new install of wooCommerce, for a single product system.

It’s low-frequency sales, 4 in the past month however one appeared and sent an ‘order’ email that then disappeared from all systems – the order email also disappeared.
Nothing to be found anywhere in WooCommerce yet the owner has received a payment thru their processor with an order number, which has disappeared as far as I can see or find.
Any idea's on how I can solve this and stop it from happening in the future?

https://privykitty.com/ that's the site.

Any help will be greatly appreciated!~!
Blake

 

[Proxybunker]

the only thing that i can think of is the Personal data retention under
yourdomain.com/wp-admin/admin.php?page=wc-settings&tab=account

 

[KomissarMinsky]

Hmm - could be it, but that doesn't really address the money = money was taken for this disappearing order and is with the owner~

Tks for the idea, though, I did change those from defaults

 

[DatDudeUpStairs]

Hmm - could be it, but that doesn't really address the money = money was taken for this disappearing order and is with the owner~

Tks for the idea, though, I did change those from defaults

There's another bug. Some untested plugins have some incompatible issues; if they use reorders on the checkout field, it may hide/delete the orders.
It took me over two days to find that stupid reason.

 

[KomissarMinsky]

hmm.
Don't usef reorders and I don't see it anywhere in checkout fields so I'll assume its not applicable.
the big pain for me is I've not been able to recreate it, so its just damnably annoying - but i still have to make sure i plug as many holes as I can lol to stop it from happening again.

 

[megaelk]

Do the number of orders showing in WooCommerce match the number of shop_order posts in the database?

e.g.

SELECT * FROM wp_posts WHERE post_type = "shop_order" AND post_date > "2022-09-15"

 

[KomissarMinsky]

yes they do

Not using admincolumns

Perplexing!
And for those who may ask, 512mb ram and 128mb upload/file size.

 

[tothetop]

It probably is a case of your website & the payment processor losing persistent connection while the payment is being processed (might be a delay, failed first attempt etc) and the processor not being able to transmit the order completion and the order being registering as pending / failed instead of completed (happened to me on a site - but I was able to fix the orders with the order confirmation email).
if your payment processor plugin provides webhook, enable it & update settings accordingly.
the missing orders might be due to your data retention policy of removing data of failed/cancelled orders ... change them to N/A or atleast 3 months to be on the safer side

 

[KomissarMinsky]

@tothetop
Tks for that info; I only changed the retention settings today so would not have applied previously. I'm checking into the webhooks angle, so Tks for that!~

 

[tothetop]

One more thing that you might do is enable emails for failed & pending orders too..
As a just in case failsafe

 

[KomissarMinsky]

Already enabled~ and No, I didnt receive an email on a failure or cancellation.