Checkout causing 2 seperate orders

Resolved alexcommunity
(@alexcommunity)

2 years, 10 months ago

Hi I have recently updated woocommerce to the latest version. We are experiencing issues where some users (not all) will checkout and 2 orders are being created causing the user to be charged twice.

One order status is set to Processing and the other status is set to complete.

Really not sure whats going on with it, would anyone know what is happening?

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

Viewing 6 replies - 1 through 6 (of 6 total)

Saif
(@babylon1999)

2 years, 10 months ago

Hello @alexcommunity,

Thank you for reaching out!

Hi I have recently updated woocommerce to the latest version. We are experiencing issues where some users (not all) will checkout and 2 orders are being created causing the user to be charged twice.

Is this happening with a certain payment gateway?

Could you also attach a copy of your site’s System Status report? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support” (after you scroll down a bit)”. Once done, please paste it here in your reply or via a text-sharing service like https://gist.github.com/.

Look forward to hearing back from you.
Thread Starter alexcommunity
(@alexcommunity)

2 years, 10 months ago
Hi there, thanks for getting back to me. This is the report from Woocommerce

We only have Stripe running as a payment gateway currently

` WordPress Environment WordPress address (URL): https://www.communitytherapy.com.au Site address (URL): https://www.communitytherapy.com.au WC Version: 7.9.0 REST API Version: ✔ 7.9.0 WC Blocks Version: ✔ 10.4.6 Action Scheduler Version: ✔ 3.6.1 Log Directory Writable: ✔ WP Version: 6.2.2 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: – Language: en_AU External object cache: ✔ Server Environment Server Info: LiteSpeed PHP Version: 7.4.33 PHP Post Max Size: 30 MB PHP Time Limit: 30 PHP Max Input Vars: 1000 cURL Version: 7.87.0 OpenSSL/1.1.1p SUHOSIN Installed: – MySQL Version: 8.0.33-cll-lve Max Upload Size: 30 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ Database WC Database Version: 7.9.0 WC Database Prefix: wpil_ Total Database Size: 1006.90MB Database Data Size: 621.15MB Database Index Size: 385.75MB wpil_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB 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- This reply was modified 2 years, 10 months ago by alexcommunity.
Thread Starter alexcommunity
(@alexcommunity)

2 years, 10 months ago

Hi, I have had a response from a customer who has had this issue.

I’ve paid for the product twice, because on the first attempt to pay your website had a message stating “not able to process payment at this time”. So I went ahead and tried a second time.

anastas10s
(@anastas10s)

2 years, 10 months ago

Howdy @alexcommunity

Thank you for reaching back, with further details on this!

As a first step, kindly go ahead with updating WooCommerce & WordPress to their latest versions, version 8.0.1 (linked here) and 6.3.0 (linked here) respectfully.

Additionally, please make sure the WooCommerce database is updated to the same (8.0.1) version, after WooCommerce is updated, by using the dedicated button found in the screen at WooCommerce > Status > Tools.

I’ve paid for the product twice, because on the first attempt to pay your website had a message stating “not able to process payment at this time”. So I went ahead and tried a second time.

Furthermore, could you check that error logging is enabled, as described in step 11 in the documentation linked here, and share the log from that client’s transaction (after redacting personally identifying information), please?

Looking forward to your response, thank you.

Thread Starter alexcommunity
(@alexcommunity)

2 years, 10 months ago

Hi I will give these a go. Just a follow up to this though I increased the memory limit on the website and it seems to have fixed this issue – could a smaller memory limit have been effecting the checkout process?

Saif
(@babylon1999)

2 years, 10 months ago

Hello @alexcommunity,

could a smaller memory limit have been effecting the checkout process?

I don’t think it caused the double charge directly, but if the customer tries to pay again because the first time they thought the payment didn’t go through, then yes, it might be the cause of the issue. :‎)

You can find the minimum server requirements for WooCommerce at https://woocommerce.com/document/server-requirements/.

Let us know if you need more help!

Viewing 6 replies - 1 through 6 (of 6 total)

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