Missing Orders from Backend / Duplicate Order Numbers

  • Resolved dansvv

    (@dansvv)


    1 year, 2 months ago

    We’ve been experiencing a periodic issue where some orders are missing from the WooCommerce backend.

    Here’s what happens when the issue occurs:

    • We receive new order email notifications from WooCommerce, confirming that an order has been placed.
    • However, when we check the WooCommerce Orders page in the backend, the order does not appear at all.
    • The next order that does show up in the backend has the same order number as the missing one.
    • On a few occasions, we’ve received email notifications for multiple (3+) different orders (all with the same order number) but only one of them actually appears in the backend.

    This is causing confusion and risks missed fulfilments. Could you please investigate what might be causing this and advise on how to resolve it?

    System Status Report

    ### WordPress Environment ###

WordPress address (URL): [Redacted]
Site address (URL): [Redacted]
WC Version: 9.8.1
Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
Action Scheduler Version: ✔ 3.9.2
Log Directory Writable: ✔
WP Version: 6.7.2
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.30.5
PHP Post Max Size: 100 MB
PHP Time Limit: 50000
PHP Max Input Vars: 10000
cURL Version: 8.12.1
OpenSSL/3.3.3

SUHOSIN Installed: –
MySQL Version: 8.0.33-25
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fsockopen/cURL: ✔
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DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

[REDACTED]

### Post Type Counts ###

acf-field: 3
acf-field-group: 1
attachment: 1625
elementor_library: 14
nav_menu_item: 28
page: 37
post: 13
product: 788
revision: 2131
shop_coupon: 1
shop_order: 1082
shop_order_refund: 32
woolentor-template: 2
wp_font_face: 33
wp_font_family: 12
wp_global_styles: 2
wp_navigation: 1
wpcode: 15

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (23) ###

ELEX Address Validation & Google Address Auto Complete Plugin for WooCommerce (Basic): by ELEXtensions – 1.8.2
Advanced Custom Fields: by WP Engine – 6.4.0.1
CookieYes | GDPR Cookie Consent: by CookieYes – 3.2.9
Duplicate Page: by mndpsingh287 – 4.5.4
Elementor Pro: by Elementor.com – 3.24.3
Elementor: by Elementor.com – 3.27.7
WPCode Lite: by WPCode – 2.2.7
Kadence WooCommerce Email Designer: by Kadence WP – 1.5.16
Redirection: by John Godley – 5.5.2
Tax Exemption for WooCommerce (PRO): by Elliot Sowersby
RelyWP – 1.5.1

WooCommerce Weight Based Shipping: by weightbasedshipping.com – 6.6.0
Advanced Shipment Tracking for WooCommerce: by zorem – 3.7.8
Product Filter by WBW: by woobewoo – 2.8.3
Google Analytics for WooCommerce: by WooCommerce – 2.1.13
WooPayments: by WooCommerce – 9.2.0
PDF Invoices & Packing Slips for WooCommerce: by WP Overnight – 4.3.0
WooCommerce: by Automattic – 9.8.1
Wordfence Security: by Wordfence – 8.0.5
WP Mail SMTP Pro: by WP Mail SMTP – 3.9.0
WP Rollback: by WP Rollback – 2.0.7
Product Import Export for WooCommerce Add-on: by WebToffee – 1.2.8
Import Export for WooCommerce Wrapper: by WebToffee – 1.3.1
Sequential Order Numbers for WooCommerce: by WebToffee – 1.6.8

### Inactive Plugins (2) ###

Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.3.7
Disable Emails: by WebAware – 1.8.2

### Dropin Plugins () ###

db-error.php: db-error.php
object-cache.php: object-cache.php

### Must Use Plugins (3) ###

Object Cache Pro (MU): by Rhubarb Group – 1.21.2
System Plugin: by  – 4.165.0
WordPress automation by Installatron: by  –

### Settings ###

Legacy API Enabled: –
Force SSL: –
Currency: GBP (£)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: 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: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore
HPOS data sync enabled: ✔

### Logging ###

Enabled: ✔
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 7 days
Level threshold: –
Log directory size: 25 KB

### WC Pages ###

Shop base: #6 - /shop/
Basket: ❌ Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.
Checkout: #8 - /checkout/ -  Contains the [woocommerce_checkout] shortcode
My account: #9 - /online-store/my-account/ -  Contains the [woocommerce_my_account] shortcode
Terms and conditions: #6024 - /policies-and-statements/terms-of-service/

### Theme ###

Name: Hello Elementor
Version: 3.3.0
Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
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

Theme type: Classic theme
WooCommerce Support: ✔

### Templates ###

Overrides: –

### WooPayments ###

Version: 9.2.0
Connected to WPCOM: Yes
WPCOM Blog ID: 238862513
Account ID: acct_1QJWMEFgkbJ1mgrO
Payment Gateway: Enabled
Test Mode: Disabled
Enabled APMs: card
WooPay: Not eligible
Apple Pay / Google Pay: Enabled (product,cart,checkout)
Fraud Protection Level: basic
Multi-currency: Disabled
Auth and Capture: Disabled
Documents: Enabled
Logging: Disabled

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
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store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
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launch-your-store
add-to-cart-with-options-stepper-layout

Disabled Features: product-data-views
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coming-soon-newsletter-template
minified-js
product-pre-publish-modal
settings
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Daily Cron: ✔ Next scheduled: 2025-04-10 23:44:36 +01:00
Options: ✔
Notes: 68
Onboarding: completed

### Action Scheduler ###

Canceled: 13
Oldest: 2025-03-11 12:50:51 +0000
Newest: 2025-04-09 13:55:47 +0100

Complete: 2,835
Oldest: 2025-03-10 17:16:58 +0000
Newest: 2025-04-10 18:00:27 +0100

Failed: 11
Oldest: 2024-10-10 14:24:25 +0100
Newest: 2024-12-02 14:17:27 +0000

Pending: 9
Oldest: 2025-04-10 18:01:10 +0100
Newest: 2025-05-05 17:47:09 +0100


### Status report information ###

Generated at: 2025-04-10 18:00:33 +01:00

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Mahfuzur Rahman

    (@mahfuzurwp)

    1 year, 1 month ago

    Hi @dansvv,

    Thanks for reaching out and sharing these detailed observations.

    What you’re describing suggests that something may be interfering with the normal order creation process—especially since you’re receiving email notifications, but the orders aren’t appearing in the backend, and the order numbers seem to overlap.

    This kind of behavior can often be caused by a conflict with a plugin or theme that’s modifying or overriding order handling in WooCommerce.

    To investigate further, here’s what I’d suggest:

    • Run a conflict test by temporarily switching to a default theme like Storefront and deactivating all plugins except WooCommerce. Then place a few test orders to see if the issue persists.
    • If the issue disappears during the test, you can reactivate your plugins one by one and test again to identify which one might be causing the conflict.

    Let us know how it goes!

    Plugin Support Kay U a11n

    (@kingsleyinfo)

    1 year, 1 month ago

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

    If you have a few minutes, we’d love if you could leave us a review: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/

Viewing 2 replies - 1 through 2 (of 2 total)

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