Title: Orders go missing Last modified: June 19, 2023 --- # Orders go missing * Resolved [reginaplichta](https://wordpress.org/support/users/reginaplichta/) * (@reginaplichta) * [2 years, 11 months ago](https://wordpress.org/support/topic/orders-go-missing/) * Hello, I am using WooCommerce, and I got a call from a client, that he waits for his order but it does not came. As I wanted to check the order, I could not find his order, neither his name or any data. Sadly, this is not the first time– and I can imagine how many clients are waiting for their orders that I do not know of. He got the order email, but I do not see his order on the backend, so I searched for the order log in MyPhP and could not find it either. It does not happen to all my clients, there is only one or two calls like this every month. * It is really frustrating because I don’t want them to rate my shop bad because of a bug I cannot figure out. * We use Paylike as a built-in paying service after checkout – I tought of that causing the problem somehow, but this last client did not pay via Paylike. Do You have any idea how could I solve this problem or what should I check, or how can I see the orders that may have gone missing? * Thank You in advance! * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Forders-go-missing%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 5 replies - 1 through 5 (of 5 total) * [Saif](https://wordpress.org/support/users/babylon1999/) * (@babylon1999) * [2 years, 11 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16849473) * Hello [@reginaplichta](https://wordpress.org/support/users/reginaplichta/), I can imagine how frustrating this situation is for you. The first thing that comes to my mind is the data retention settings in `WooCommerce > Settings > Accounts and Privacy`. * You will notice there are two fields for failed/cancelled orders. This means that if a customer attempts to place an order and the payment webhook fails to update the order status for any reason, the order will be deleted, provided that you have set a retention period. * If that’s not the case, did the customer provide proof of payment? Can an ID be found in the order email? Additionally, did you “site admin” receive the order email notification as well, and what payment method did the customer use? * Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response. * Look forward to hearing back from you. * Thread Starter [reginaplichta](https://wordpress.org/support/users/reginaplichta/) * (@reginaplichta) * [2 years, 11 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16886987) * Hello, sorry for the late answer. I checked the “Accounts and Privacy” section but I did not see any fields there because it was set not to save these kind of orders. I now set it for 15 days so we can see those orders maybe.Site admin does not get order emails, but customers do in some occasions – but sometimes they do not get it either, we only see the sent amount of money that arrived on our Paylike account. We have SMTP working on our page and it detected no problems. Here you have the System Status: * ```wp-block-code ` ### WordPress Environment ### WordPress address (URL): https://gemino.hu Site address (URL): https://gemino.hu WC Version: 7.8.2 REST API Version: ✔ 7.8.2 WC Blocks Version: ✔ 10.2.4 Action Scheduler Version: ✔ 3.5.4 Log Directory Writable: ✔ WP Version: 6.2.2 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: hu_HU External object cache: – ### Server Environment ### Server Info: LiteSpeed PHP Version: 7.4.33 PHP Post Max Size: 256 MB PHP Time Limit: 180 PHP Max Input Vars: 1000 cURL Version: 7.87.0 OpenSSL/1.1.1p SUHOSIN Installed: – MySQL Version: 5.5.5-10.5.19-MariaDB-cll-lve Max Upload Size: 64 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 7.8.2 WC Database Prefix: wpiv_ Teljes adatbázis mérete: 142.38MB Adatbázis adatok mérete: 107.77MB Adatbázis index mérete: 34.61MB 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(Units, Offers, Editions): írta Sh Shanker – 2.0.2 WooCommerce Checkout Field Editor: írta WooCommerce – 1.5.35 WooCommerce Table Rate Shipping: írta WooCommerce – 3.0.28 WooCommerce: írta Automattic – 7.8.2 Woodmart Core: írta – 1.0.29 WP Fastest Cache: írta Emre Vona – 1.1.7 WP Mail SMTP: írta WP Mail SMTP – 3.8.0 ### Inactive Plugins (0) ### ### Dropin Plugins (1) ### maintenance.php: maintenance.php ### Settings ### API Enabled: – Force SSL: – Currency: HUF (Ft) Currency Position: right_space Thousand Separator: . Decimal Separator: , Number of Decimals: 0 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 screen enabled: – HPOS feature enabled: – Order datastore: WC_Order_Data_Store_CPT HPOS data sync enabled: – ### WC Pages ### Webshop főoldal: #20343 - /webaruhaz/ Kosár: #13 - /kosar/ Pénztár: #14 - /penztar/ Fiókom: #15 - /fiokom/ Általános Szerződési Feltételek: #20284 - /altalanos-szerzodesi-feltetelek/ ### Theme ### Name: Woodmart Version: 6.2.3 (update to version 7.2.4 is available) Author URL: http://themeforest.net/user/xtemos Child Theme: ❌ – Amennyiben a WooCommerce-t egy olyan szülősablonban módosítunk amelyet nem saját magunk készítettünk akkor javasoljuk a származtatott sablon használatát. Hogyan készítsünk származtatott sablonokat WooCommerce Support: ✔ ### Templates ### Overrides: woodmart/woocommerce/archive-product.php woodmart/woocommerce/cart/cart-item-data.php woodmart/woocommerce/cart/cart.php verzió 4.4.0 elavult. Az új verzió: 7.8.0 woodmart/woocommerce/cart/cross-sells.php woodmart/woocommerce/cart/mini-cart.php verzió 5.2.0 elavult. Az új verzió: 7.8.0 woodmart/woocommerce/checkout/form-checkout.php woodmart/woocommerce/checkout/thankyou.php woodmart/woocommerce/content-product-cat.php woodmart/woocommerce/content-product.php woodmart/woocommerce/content-single-product.php woodmart/woocommerce/content-widget-product.php woodmart/woocommerce/global/breadcrumb.php woodmart/woocommerce/global/form-login.php verzió 3.6.0 elavult. Az új verzió: 7.0.1 woodmart/woocommerce/global/quantity-input.php verzió 4.0.0 elavult. Az új verzió: 7.8.0 woodmart/woocommerce/loop/add-to-cart.php woodmart/woocommerce/loop/loop-end.php woodmart/woocommerce/loop/loop-start.php woodmart/woocommerce/loop/no-products-found.php verzió 2.0.0 elavult. Az új verzió: 7.8.0 woodmart/woocommerce/loop/orderby.php woodmart/woocommerce/loop/pagination.php woodmart/woocommerce/loop/sale-flash.php woodmart/woocommerce/myaccount/form-login.php verzió 4.1.0 elavult. Az új verzió: 7.0.1 woodmart/woocommerce/product-searchform.php verzió 3.3.0 elavult. Az új verzió: 7.0.1 woodmart/woocommerce/single-product/add-to-cart/grouped.php verzió 4.8.0 elavult. Az új verzió: 7.0.1 woodmart/woocommerce/single-product/add-to-cart/variable.php verzió 3.5.5 elavult. Az új verzió: 6.1.0 woodmart/woocommerce/single-product/meta.php woodmart/woocommerce/single-product/product-image.php verzió 3.5.1 elavult. Az új verzió: 7.8.0 woodmart/woocommerce/single-product/product-thumbnails.php woodmart/woocommerce/single-product/rating.php woodmart/woocommerce/single-product/related.php woodmart/woocommerce/single-product/sale-flash.php woodmart/woocommerce/single-product/tabs/tabs.php woodmart/woocommerce/single-product/title.php woodmart/woocommerce/single-product/up-sells.php woodmart/woocommerce/single-product.php Outdated Templates: ❌ Hogyan kell frissíteni ### Admin ### Enabled Features: activity-panels analytics product-block-editor coupons customer-effort-score-tracks import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing mobile-app-banner navigation onboarding onboarding-tasks remote-inbox-notifications remote-free-extensions payment-gateway-suggestions shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page Disabled Features: core-profiler minified-js new-product-management-experience product-variation-management settings async-product-editor-category-field Daily Cron: ✔ Next scheduled: 2023-07-11 17:14:09 +00:00 Options: ✔ Notes: 140 Onboarding: completed ### Action Scheduler ### Teljesítve: 1 930 Oldest: 2023-06-10 15:29:59 +0000 Newest: 2023-07-11 14:51:20 +0000 Sikertelen: 16 Oldest: 2022-02-23 10:09:10 +0000 Newest: 2023-06-08 14:03:22 +0000 Függőben: 2 Oldest: 2023-07-11 20:30:37 +0000 Newest: 2023-07-17 14:08:32 +0000 ### Status report information ### Generated at: 2023-07-11 14:53:42 +00:00 ` ``` * I hope you can help, thank you in advance. * [Beauty of Code (woo-hc)](https://wordpress.org/support/users/beautyofcode/) * (@beautyofcode) * [2 years, 11 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16888787) * Hi [@reginaplichta](https://wordpress.org/support/users/reginaplichta/) , * It seems that this has been marked as resolved. Have you managed to get this sorted, or do you still need help resolving this? * We’ll be happy to assist further should the issue persist. * Looking forward to your response! * Thread Starter [reginaplichta](https://wordpress.org/support/users/reginaplichta/) * (@reginaplichta) * [2 years, 11 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16888796) * Hi Roxy, I still need help, I attached the log your colleauge has asked for.Sadly yesterday I encountered another order missing.Thank you for your help in advance! * [anastas10s](https://wordpress.org/support/users/anastas10s/) * (@anastas10s) * [2 years, 10 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16900249) * Hi [@reginaplichta](https://wordpress.org/support/users/reginaplichta/) 👋 * Thank you for reaching back, elaborating further on this. * > I still need help, I attached the log your colleauge has asked for. > Sadly yesterday > I encountered another order missing. * I went ahead with visiting the site at [https://gemino.hu/](https://gemino.hu/), and it appears to have the following payment methods active currently: - Direct bank transfer (WooCommerce core functionality) - Cash on delivery payment (WooCommerce core functionality) - Bank card payment (Paylike) * Furthermore, when an order is received, it is registered in various places, like: - [https://gemino.hu/wp-admin/edit.php?post_type=shop_order](https://gemino.hu/wp-admin/edit.php?post_type=shop_order) - Email server log - Paylike payment gateway log (if that method was selected) * Could you make sure the `New Order` emails are activated, and delivered as expected, please? For context: * ![](https://i0.wp.com/snipboard.io/glXEBN.jpg?ssl=1) * Direct link to image: [https://snipboard.io/glXEBN.jpg](https://snipboard.io/glXEBN.jpg) * When placing a test order, does it register in both the `WooCommerce > Orders` screen, and with a `New Order` email, or otherwise? * Furthermore, the [WP Mail SMTP](https://el.wordpress.org/plugins/wp-mail-smtp/) plugin that is installed on the site, has email logging among its features. What does it reveal, regarding the last missing order? Also, with which payment method was it placed? * We will be standing by for your response. Viewing 5 replies - 1 through 5 (of 5 total) The topic ‘Orders go missing’ is closed to new replies. * ![](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/) ## Tags * [missing orders](https://wordpress.org/support/topic-tag/missing-orders/) * 5 replies * 4 participants * Last reply from: [anastas10s](https://wordpress.org/support/users/anastas10s/) * Last activity: [2 years, 10 months ago](https://wordpress.org/support/topic/orders-go-missing/#post-16900249) * Status: resolved