Customer Order Disappeared

We recently switched from Astra to Shoptimizer, everything went smoothly, no errors or issues except that literally just one order (that wasn’t filled) disappeared. All the other customers and orders stayed in place.

The site is being hosted on Site Ground. So far we have tried restoring from backup, disabling all extentions on both the new site and the old site, staging both sites and removing everything down to just woocommerce and default theme. Site Ground recommended I delete everything and restore from backup but I have a bad feeling if I do that there will be no way to find it. I assume it’s sitting in some file somewhere.

Another question no one has answered for us, if the order is just gone, how do we know if the customer was billed? They paid with Apple Pay and we use Stripe for that but Stripe doesn’t show anything. I’d think you would see even an initial hold because the order wouldn’t complete without payment but can’t find the payment either.

Copy of our status report:

` WordPress Environment

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Multi-Carrier Shippo Shipping Rates & Address Validation for WooCommerce: by OneTeamSoftware – 1.5.9<br>WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.25<br>WooCommerce Blocks: by Automattic – 11.2.0<br>Print Invoice & Delivery Notes for WooCommerce: by Tyche Softwares – 4.7.3<br>WooCommerce Stripe Gateway: by WooCommerce – 7.6.0<br>WooCommerce Payments: by Automattic – 6.5.1<br>WooCommerce PayPal Payments: by WooCommerce – 2.3.1<br>WooCommerce Shipping & Tax: by WooCommerce – 2.3.5<br>WooCommerce: by Automattic – 8.1.1<br>Wordfence Security: by Wordfence – 7.10.4<br>WordPress Importer: by wordpressdotorg – 0.8.1<br>SiteGround Central: by SiteGround – 3.0.1<br>WP Go Maps (formerly WP Google Maps): by WP Go Maps (formerly WP Google Maps) – 9.0.24<br>Categories to Tags Converter Importer: by wordpressdotorg – 0.6.1<br>YITH WooCommerce Ajax Search: by YITH – 1.35.0 Inactive Plugins (18)

All in One SEO: by All in One SEO Team – 4.4.7<br>Antispam Bee: by pluginkollektiv – 2.11.5<br>Astra Widgets: by Brainstorm Force – 1.2.12<br>Builderall Builder for WP: by Builderall Team – 2.0.1<br>Catch Infinite Scroll: by Catch Plugins – 2.0.4<br>Cloudflare: by Cloudflare<br>Inc. – 4.12.2

CSS Hero: by The CSS Hero Team – 5.0.6<br>Forminator: by WPMU DEV – 1.26.0<br>Shared Counts: by Bill Erickson & Jared Atchison – 1.4.1<br>Simple Custom CSS and JS: by SilkyPress.com – 3.44<br>StoreCustomizer: by Kaira – 2.5.4<br>UserFeedback Lite: by UserFeedback Team – 1.0.10<br>WebToffee WooCommerce Product Feed & Sync Manager: by WebToffee – 2.1.2<br>WooCommerce Google Analytics Integration: by WooCommerce – 1.8.5<br>WPCode Lite: by WPCode – 2.1.3.1<br>WPC Smart Wishlist for WooCommerce: by WPClever – 4.7.5<br>WPForms Lite: by WPForms – 1.8.4<br>WPtouch Mobile Plugin: by WPtouch – 4.3.54 Dropin Plugins (1)

advanced-cache.php: advanced-cache.php Settings

API Enabled: ✔<br>Force SSL: ✔<br>Currency: USD ($)<br>Currency Position: left<br>Thousand Separator: ,<br>Decimal Separator: .<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>subscription (subscription)<br>variable (variable)<br>variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)

Connected to WooCommerce.com: ✔<br>Enforce Approved Product Download Directories: ✔<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages

Shop base: #5711 - /shop/<br>Cart: #2054 - /cart-2/<br>Checkout: #2055 - /checkout-2/<br>My account: #2056 - /my-account-2/<br>Terms and conditions: #5764 - /terms-of-service/ Theme

Name: Shoptimizer<br>Version: 2.6.7<br>Author URL: https://www.commercegurus.com/<br>Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme<br>WooCommerce Support: ✔ Templates

Overrides: – Subscriptions

WCS_DEBUG: ✔ No<br>Subscriptions Mode: ❌ Staging<br>Subscriptions Live URL: https://charltonw1.sg-host.com<br>Subscriptions-core Library Version: 6.2.0<br>Subscription Statuses: –<br>WooCommerce Account Connected: ✔ Yes<br>Active Product Key: ❌ No Store Setup

Country / State: United States (US) — Connecticut Subscriptions by Payment Gateway Payment Gateway Support

Stripe: products<br>refunds<br>tokenization<br>add_payment_method

Stripe Alipay: products<br>refunds

PayPal: refunds<br>products

Advanced Card Processing: refunds<br>products WooCommerce PayPal Payments

Onboarded: ✔<br>Shop country code: US<br>WooCommerce currency supported: ✔<br>Advanced Card Processing available in country: ✔<br>Pay Later messaging available in country: ✔<br>Webhook status: –<br>PayPal Vault enabled: –<br>ACDC Vault enabled: –<br>Logging enabled: ✔<br>Reference Transactions: –<br>Used PayPal Checkout plugin: –<br>Subscriptions Mode: Disabled Admin

Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page

Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-variation-management<br>settings<br>async-product-editor-category-field

Daily Cron: ✔ Next scheduled: 2023-05-12 16:26:47 +00:00<br>Options: ✔<br>Notes: 86<br>Onboarding: completed WooCommerce Payments

Version: 6.5.1<br>Connected to WPCOM: No<br>Blog ID: -<br>Account ID: - Action Scheduler

Complete: 590,964<br>Oldest: 2023-06-05 02:07:27 +0000<br>Newest: 2023-10-02 23:41:17 +0000

Failed: 46<br>Oldest: 2023-03-15 21:23:37 +0000<br>Newest: 2023-10-02 03:58:23 +0000

Pending: 11<br>Oldest: 2023-10-02 23:51:17 +0000<br>Newest: 2023-10-05 01:47:33 +0000 Status report information

Generated at: 2023-10-03 03:46:04 +04:00<br>`

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