Billing and Shipping info missing

  • Resolved Lee

    (@icrashrcfoam)


    11 months, 1 week ago

    Order Number with no customer name, billing, or shipping information.

    This week we have had two customers who used Apply pay (maybe a coincidence?). The transactions successfully processed. One of them is a returning customer who purchases from us often. The order has no customer name, billing information, or shipping information. Everything is blank, however the confirmation email sent to the customer and copied to our email has all the correct information in it. We have had +50 orders this week, and hundreds in the last 30 days with no issues.

    What steps do we take to fix an intermittent issue? Thank you for any help you can provide.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    11 months, 1 week ago

    Hello @icrashrcfoam

    Currently, we do not have any open issues for Apple Pay failing with shipping callback, but we cannot rule out an edge case scenario. To investigate this further, we would like to review your site’s configuration and active plugins. Please follow the steps below to share your system status report with us:

    Please follow these steps to share your system status report with us:

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    We are waiting for your system reports to proceed with the analysis.

    Kind regards,
    Krystian

    Thread Starter Lee

    (@icrashrcfoam)

    11 months, 1 week ago

    https://privatebin.syde.com/?f8b026d5526c64be#CEi3EwWEcW37gF7oaaehRQAge7LUh7bhDgJ7ctaiAsh6

    We have had other customers check out with Apple Pay before and after with no issues. I don’t know if its directly related to ApplePay or if it was just a coincidence that the two were ApplePay and the issue is more general. I had this happen once last month, but can not remember which payment method was used.

    Thank you for any help you can provide.

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    11 months, 1 week ago

    Hello @icrashrcfoam

    From what I can see, the PayPal Payments plugin does not appear to be installed on your site. Please double-check whether you are using it. Without the plugin being active, we cannot review any technical details, making it difficult to investigate the issue further.

    Kind Regards,
    Krystian

    Thread Starter Lee

    (@icrashrcfoam)

    11 months, 1 week ago

    I don’t understand why you are mentioning PayPal payments.
    The issue happened this week twice with Apple Pay.

    Besides that, we are running the WooCommerce plugin WooPayments which includes PayPal and Apple Pay.

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    11 months, 1 week ago

    Hello @icrashrcfoam

    Thank you for the clarification.

    This support board is for the PayPal Payments plugin. Based on your system report, you’re using the WooPayments plugin, which also includes Apple Pay and PayPal, but it’s a completely different integration. For help with WooPayments, please contact their support team here:
    https://ww.wp.xz.cn/support/plugin/woocommerce-payments/

    They’ll be best positioned to help you further.

    Kind Regards,
    Krystian

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

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