Title: missing order Last modified: March 19, 2026 --- # missing order * Resolved [vilanova](https://wordpress.org/support/users/vilanova/) * (@vilanova) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/) * hi! * I had a purchase on my website (the customer sent me a screenshot of the payment confirmation; the payment was made via PIX), but the order wasn’t saved on the site… I checked both the email address she said she used and the purchase amount, and I couldn’t find it (not even in the trash). I also checked, and there are no Fatal error logs in WooCommerce on the day she placed the order. I didn’t receive the order notification, nor did my customer. * Do you have any idea what might have happened? * **System Status Report**: * WordPress Environment * WordPress address (URL): [https://manabotanica.com.br](https://manabotanica.com.br) Site address (URL): [https://manabotanica.com.br](https://manabotanica.com.br) WC Version: 10.5.3Legacy REST API Package Version: O plugin Legacy REST API não está instalado neste site.Action Scheduler Version: ✔ 3.9.3Log Directory Writable: ✔WP Version: ❌ 6.9.1 – Há uma nova versão do WordPress disponível (6.9.4)WP Multisite: –WP Memory Limit: 2 GBWP Debug Mode: –WP Cron: ✔WP Environment Type: productionLanguage: pt_BRExternal object cache: – Server Environment * Server Info: LiteSpeed Server Architecture: Linux 4.18.0-553.62.1.lve.el8.x86_64 x86_64PHP Version: 8.0.30PHP Post Max Size: 2 GBPHP Time Limit: 360PHP Max Input Vars: 5000cURL Version: 8.14.1OpenSSL/1.1.1w * SUHOSIN Installed: – MySQL Version: 11.8.3-MariaDB-logMax Upload Size: 2 GBDefault Timezone is UTC: ✔fsockopen/cURL: ✔SoapClient: ✔DOMDocument: ✔GZip: ✔Multibyte String: ✔Remote Post: ✔Remote Get: ✔ Database * WC Database Version: 10.5.3 WC Database Prefix: wp_Tamanho total do banco de dados: 214.21MBTamanho dos dados do banco de dados: 181.80MBTamanho do índice do banco de dado: 32.41MBwp_woocommerce_sessions: Dados: 0.39MB + Índex: 0.06MB + mecanismo InnoDBwp_woocommerce_api_keys: Dados: 0.02MB + Índex: 0.03MB + mecanismo InnoDBwp_woocommerce_attribute_taxonomies: Dados: 0.02MB + Índex: 0.02MB + mecanismo InnoDBwp_woocommerce_downloadable_product_permissions: Dados: 0.02MB + Índex: 0.08MB + mecanismo InnoDBwp_woocommerce_order_items: Dados: 0.28MB + Índex: 0.11MB + mecanismo InnoDBwp_woocommerce_order_itemmeta: Dados: 2.52MB + Índex: 3.03MB + mecanismo InnoDBwp_woocommerce_tax_rates: Dados: 0.02MB + Índex: 0.06MB + mecanismo InnoDBwp_woocommerce_tax_rate_locations: Dados: 0.02MB + Índex: 0.03MB + mecanismo InnoDBwp_woocommerce_shipping_zones: Dados: 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Woo Search: por ILLID – 3.55All-in-One WP Migração e Backup: por ServMask – 7.102ATUM Inventory Management for WooCommerce: por Stock Management Labs™ – 1.9.54.1Editor clássico: por Colaboradores do WordPress – 1.6.7Code Snippets: por Code Snippets Pro – 3.9.5Contact Form 7: por Rock Lobster Inc. – 6.1.5Joinchat: por Creame – 6.0.10Dynamic Pricing and Discount Rules: por ThemeHigh – 2.3.0Download Plugins and Themes in ZIP from Dashboard: por WPFactory – 1.9.9Elementor Pro: por Elementor.com – 3.31.2Elementor: por Elementor.com – 3.35.5Flamingo: por Rock Lobster Inc. – 2.6.1JetWidgets for Elementor and WooCommerce: por Crocoblock – 1.1.9Loco Translate: por Tim Whitlock– 2.8.1Melhor Envio: por Melhor Envio – 2.15.18MultiLine files for Contact Form 7: por Zluck Solutions – 3.1.0Really Simple Security: por Really Simple Security– 9.5.8Skyboot Custom Icons for Elementor – Elementor Icons library: por Skybootstrap– 1.1.0SVG Support: por – 2.5.14Unlimited Elements for Elementor: por Unlimited Elements – 2.0.6UpdraftPlus – backup/restauração: por TeamUpdraftDavidAnderson– 1.26.1 * Coupon Affiliates for WooCommerce: por Elliot Sowersby RelyWP – 7.5.0 * Claudio Sanches – Correios para WooCommerce: por Claudio Sanches – 4.2.5 Brazilian Market on WooCommerce: por Claudio Sanches – 4.0.2Mercado Pago: por Mercado Pago– 8.7.13Claudio Sanches – PagSeguro para WooCommerce: por Claudio Sanches – 2.14.0WooCommerce PayPal Payments: por PayPal – 3.4.0 (atualização para a versão 3.4.1 está disponível) WooCommerce: por Automattic – 10.5.3 (atualização para a versão 10.6.1 está disponível) WP Rollback: por WP Rollback – 3.0.12WP Activity Log: por Melapress – 5.6.0 Inactive Plugins (7) * ActiveCampaign for WooCommerce: por ActiveCampaign – 2.10.2 CF7 Submissions: por CodexpertInc – 0.26 * Contact Form Submissions: por Jason Green – 1.6.1 First Order Discount Woocommerce: por QuanticEdge – 1.23LiteSpeed Cache: por LiteSpeed Technologies – 7.7PagBank for WooCommerce: por PagBank – 1.2.6Payment Gateway Based Fees and Discounts for WooCommerce: por Tyche Softwares – 2.19.0 Must Use Plugins (1) * Elementor Safe Mode: por Elementor.com – 1.0.0 Settings * Legacy API Enabled: – Force SSL: –Currency: BRL (R$)Currency Position: leftThousand Separator: ,Decimal Separator: .Number of Decimals: 2Taxonomies: Product Types: external (external)grouped (grouped)simple (simple)variable (variable) * Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude- from-search (exclude-from-search)featured (featured)outofstock (outofstock)rated- 1 (rated-1)rated-2 (rated-2)rated-3 (rated-3)rated-4 (rated-4)rated-5 (rated- 5) * Connected to WooCommerce.com: – Enforce Approved Product Download Directories: ✔HPOS feature enabled: –Order datastore: WC_Order_Data_Store_CPTHPOS data sync enabled: –Enabled Features: analyticsmarketplaceorder_attributionsite_visibility_badgeremote_loggingblueprintpoint_of_sale Logging * Enabled: ✔ Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2Retention period: 30 diasLevel threshold: –Log directory size: 230 KB WC Pages * Base da loja: #6 – /shop/ Carrinho: ❌ Página não contém o shortcode [woocommerce_cart] ou o bloco woocommerce/cart.Finalização de compra: ❌ Página não contém o shortcode[ woocommerce_checkout] ou o bloco woocommerce/checkout.Minha conta: #9 – /minha- conta/ – Contém o shortcode [woocommerce_my_account]Termos e condições: ❌ Página não definida Theme * Name: Hello Elementor Child Version: 3.1.1Author URL: [https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash](https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash) Child Theme: ✔Parent Theme Name: Hello ElementorParent Theme Version: 3.4.6 – 3.4.7 está disponívelParent Theme Author URL: [https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash](https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash) Theme type: Tema clássicoWooCommerce Support: ✔ Templates * Overrides: hello-elementor-child/woocommerce/cart/cart-shipping.php versão – está desatualizado. A versão do core é 8.8.0 hello-elementor-child/woocommerce/ cart/cart.php versão 7.9.0 está desatualizado. A versão do core é 10.1.0hello- elementor-child/woocommerce/checkout/form-coupon.php versão 7.0.1 está desatualizado. A versão do core é 9.8.0 * Outdated Templates: ❌ * ```wp-block-code Aprenda como atualizar | Limpar cache de informação do tema de status do sistema ``` * WooCommerce PayPal Payments * Onboarded: ✔ Branded only: –New UI active: –Shop country code: BRWooCommerce currency supported: ✔Advanced Card Processing available in country: –Pay Later messaging available in country: –Webhook status: ✔PayPal Vault enabled: –ACDC Vault enabled: –Logging enabled: –Reference Transactions: –Used PayPal Checkout plugin: –Subscriptions Mode: DisabledPayPal Shipping Callback: –Apple Pay: –Google Pay: –Fastlane: – Admin * Enabled Features: activity-panels analyticsanalytics-scheduled-importproduct- block-editorexperimental-iapi-mini-cartcouponscore-profilercustomize-storecustomer- effort-score-tracksimport-products-taskexperimental-fashion-sample-productsshipping- smart-defaultsshipping-setting-tourhomescreenmarketingmobile-app-banneronboardingonboarding- taskspattern-toolkit-full-composabilityproduct-custom-fieldsremote-inbox-notificationsremote- free-extensionspayment-gateway-suggestionsprintfulshipping-label-bannersubscriptionsstore- alertstransient-noticeswoo-mobile-welcomewc-pay-promotionwc-pay-welcome-pagelaunch- your-store * Disabled Features: product-data-views experimental-blocksexperimental-iapi-runtimecoming- soon-newsletter-templateminified-jsproduct-pre-publish-modalproducts-catalog- apisettingsasync-product-editor-category-fieldproduct-editor-template-systemuse- wp-horizonrest-api-v4 * Daily Cron: ✔ Next scheduled: 2026-03-20 14:32:02 -03:00 Options: ✔Notes: 154Onboarding: completed Action Scheduler * Concluído: 1.646 Oldest: 2026-02-16 15:12:00 -0300Newest: 2026-03-19 14:22:51- 0300 * Malsucedido: 1.651 Oldest: 2023-09-07 17:44:33 -0300Newest: 2026-02-28 08:58: 13 -0300 * Pendente: 17 Oldest: 2026-03-19 14:53:34 -0300Newest: 2026-05-01 23:59:59 -0300 Status report information * Generated at: 2026-03-19 14:40:13 -03:00 ` * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fmissing-order-7%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 8 replies - 1 through 8 (of 8 total) * [LovingBro (woo-hc)](https://wordpress.org/support/users/lovingbro/) * (@lovingbro) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857096) * Hi [@vilanova](https://wordpress.org/support/users/vilanova/), * I can see how concerning this is, especially with a confirmed PIX payment and no order showing on your site, and I’ll do my best to help you get to the bottom of it. * To start, could you please share the screenshot your customer sent showing the payment confirmation? You can upload it via [https://snipboard.io](https://snipboard.io/) or a similar sharing tool and share the link here. This will help us better understand what might have happened and guide the next steps. * Thread Starter [vilanova](https://wordpress.org/support/users/vilanova/) * (@vilanova) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857147) * hi! thanks for your reply! * sure: [https://snipboard.io/gmYfT2.jpg](https://snipboard.io/gmYfT2.jpg) [https://snipboard.io/LuJX7s.jpg](https://snipboard.io/LuJX7s.jpg) * [LovingBro (woo-hc)](https://wordpress.org/support/users/lovingbro/) * (@lovingbro) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857160) * Hi [@vilanova](https://wordpress.org/support/users/vilanova/), * Thank you for sharing the screenshots, they are very helpful. I can see the PIX transaction was marked as approved, so I’d like to confirm, did you receive the payment in your Mercado Pago account on your side? * This situation is quite unusual, as WooCommerce typically creates an order as soon as the customer reaches the checkout and attempts payment, even before the payment is fully completed. * To help narrow this down, could you also confirm the following: - Were you receiving other orders around that same time without any issues - Have new orders come through successfully after this one * This will help determine if this was an isolated case or something affecting the checkout or payment flow more broadly. * Looking forward to your update so we can guide the next steps. * Thread Starter [vilanova](https://wordpress.org/support/users/vilanova/) * (@vilanova) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857195) * hi! * Yes, I received the payment for this Pix. I received about 5 orders that day, some in the morning, like this one. All without problems. * And yes, the orders that came after didn’t have any problems (in fact, it’s the first time this has happened). * Plugin Support [shahzeen(woo-hc)](https://wordpress.org/support/users/shahzeenfarooq/) * (@shahzeenfarooq) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857211) * Hi there, * Thank you for the update. * If the customer completed the payment but no order was created in WooCommerce( and it does not appear even in the Trash), this usually means WooCommerce did not receive the payment confirmation from the payment gateway. * To help narrow this down, could you please check: - Whether the payment appears successfully in your payment gateway (PIX) dashboard * Since this process is handled by the payment gateway integration, I would also recommend contacting the **payment plugin’s support team** with the transaction details. They can verify whether the webhook or confirmation request was successfully sent to your site. * Let us know what you find. * Thread Starter [vilanova](https://wordpress.org/support/users/vilanova/) * (@vilanova) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857594) * Okay, I’ll do that, thank you! * Plugin Support [Frank Remmy (woo-hc)](https://wordpress.org/support/users/frankremmy/) * (@frankremmy) * [2 months, 2 weeks ago](https://wordpress.org/support/topic/missing-order-7/#post-18857735) * Awesome [@vilanova](https://wordpress.org/support/users/vilanova/)! Looking forward. * Plugin Support [Kay U a11n](https://wordpress.org/support/users/kingsleyinfo/) * (@kingsleyinfo) * [2 months, 1 week ago](https://wordpress.org/support/topic/missing-order-7/#post-18865931) * I’m happy we were able to work through that together — I know it took some patience on your end! If you’d like to share your experience to help others in the community, you can leave a review here: [https://wordpress.org/plugins/woocommerce/#reviews](https://wordpress.org/plugins/woocommerce/#reviews) * Feel free to open a new thread anytime if anything else comes up. Viewing 8 replies - 1 through 8 (of 8 total) You must be [logged in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fmissing-order-7%2F%3Foutput_format%3Dmd&locale=en_US) to reply to this topic. * ![](https://ps.w.org/woocommerce/assets/icon.svg?rev=3234504) * [WooCommerce](https://wordpress.org/plugins/woocommerce/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce/reviews/) * 8 replies * 5 participants * Last reply from: [Kay U a11n](https://wordpress.org/support/users/kingsleyinfo/) * Last activity: [2 months, 1 week ago](https://wordpress.org/support/topic/missing-order-7/#post-18865931) * Status: resolved