Duplicate Orders

Resolved Eric Karkovack
(@karks88)

3 years, 1 month ago
A few weeks back my client reported a problem with their checkout “spinning” and leading to duplicate orders. I followed the troubleshooting advice given in my forum post, and I thought everything was working.

It looks like we’re having issues again. However, I’m noticing a trend in these orders. It seems like the first order only gets one item in the Order Notes area:

https://www.americantechnologyinc.com/wp-content/uploads/2023/05/order-1-went-through.png

The subsequent order has a more typical list of items in the Order Notes (Stripe payment intent created, Order status changed from Pending payment to Processing, Stripe charge completed).

Could this be a communications issue between Stripe and the site?
- This topic was modified 3 years, 1 month ago by Eric Karkovack.
- This topic was modified 3 years, 1 month ago by Eric Karkovack.
The page I need help with: [log in to see the link]

Viewing 12 replies - 1 through 12 (of 12 total)

(@ihereira)

Hi,

I understand your client was receiving duplicated orders and the checkout page was spinning, I understand you were following the recommendations made here: https://woocommerce.com/document/endless-loadingspinner-on-the-checkout-page/

In this case, it is a good idea to check the logs, they can provide more information.

The logs for Stripe are in your backend under WooCommerce > Settings > Payments > stripe > settings > advanced settings > Log error messages.

Once enabled and save the settings, please try again to reproduce the issue You can go to WooCommerce > System Status > Logs to see if Stripe is displaying an error message about it.

Let us know what you find to help to investigate this further, thanks.

Thread Starter

Eric Karkovack

(@karks88)

3 years, 1 month ago

Thank you, @ihereira! I’ve turned on logging and will be on the lookout for errors.

Igor H

(@ihereira)

3 years, 1 month ago

Hello,

Be sure to provide the error logs generated, and feel free to redact any sensitive information on it.

It would be great if you share your System Status Report as well, it can be found under WooCommerce > Status, on your site.

Cheers.

Thread Starter

Eric Karkovack

(@karks88)

3 years ago

Hi @ihereira, I finally have another duplicate that came in yesterday. Here is the debug info for both the first and second orders. Do you see anything that would explain the issue?

https://pastebin.com/J4SQAZHi

And here’s the status report:

WordPress Environment

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Site address (URL): https://www.americantechnologyinc.com
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This reply was modified 3 years ago by Eric Karkovack.

Saif

(@babylon1999)

3 years ago

Hello @karks88,

So if I understand this correctly, the first order has only one comment with the payment intent.

Nothing in the logs stands out so something tells me the problem has to do with this extension WooCommerce Sequential Order Numbers Pro so I suggest you try disabling it.

If that doesn’t help, then please try disabling all plugins except WooCommerce and Stripe while activating the default Storefront theme.

If the problem is not present after doing so, then you know there was a plugin conflict. You can enable plugins one by one again to find the culprit. If you’re not comfortable doing all of this on the live version of your site, you can create a staging environment using WP-STAGING and activate Stripe in test mode.

I should note if the problem was due to the extension above or with any other extension sold on WooCommerce, then please open a ticket WooCommerce.com > MY profile > Support so we can look further into this.

Let us know how it goes!

Thread Starter

Eric Karkovack

(@karks88)

3 years ago

Thanks, @babylon1999! WooCommerce Sequential Order Numbers Pro is an official extension, so I’ll reach out to their support to see if there’s anything to this.

The issue is very intermittent. It was several days between duplicate orders coming through. And it only appears to happen with Stripe, as we also have PayPal Standard in use.

Saif

(@babylon1999)

3 years ago

Thanks, @babylon1999! WooCommerce Sequential Order Numbers Pro is an official extension, so I’ll reach out to their support to see if there’s anything to this.

Sounds great! I suggest trying to disable the extension yourself, as well as any other plugins that interfere with WooCommerce orders before reaching out to the plugin author, just to confirm whether that’s the case.

Either way, we’ll be here should you have any other questions. :‎)

Cheers!

Thread Starter

Eric Karkovack

(@karks88)

3 years ago

One minor update, we had a customer report the following error the first attempt to complete their order:

Error processing checkout. Please try again.

Once they saw the error, the customer tried again and created a second order.

Not seeing anything in the Stripe logs that suggest an error.

https://pastebin.com/wRUAx7UF

Igor H

(@ihereira)

3 years ago

Hi,

we had a customer report the following error the first attempt to complete their order:

Error processing checkout. Please try again.

To clarify, did you check with all plugins disabled, except WooCommerce and Stripe? As explained in our documentation? I am asking because I can see 3 payment gateways when checking the system report, and the error message is pretty generic.

May I ask if you update WooCommerce to its latest version, does the issue persist?

Let us know if you need more help.

Thread Starter

Eric Karkovack

(@karks88)

3 years ago

Hi @ihereira,

This was on our production site, so nothing else was disabled. I can tell you that the Stripe account shows charges for both the first and second orders.

I still need to get to those troubleshooting steps on staging.

We are also running WooCommerce 7.7.0 as of late last week, before the order above came in.

Thanks!
Eric

Igor H

(@ihereira)

3 years ago

Hello,

For further assistance, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Important: Please include a link to this forum thread.

Thanks!

Thread Starter

Eric Karkovack

(@karks88)

3 years ago

Thanks, @ihereira, I’ll create a ticket!

Viewing 12 replies - 1 through 12 (of 12 total)

The topic ‘Duplicate Orders’ is closed to new replies.