Ordini scomparsi
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Buonasera,
da una decina di giorni è saltato qualche ordine dalla dashboard di Woocommerce.I dati essenziali:
Il cliente usa Stripe per i pagamenti
Il plugin installato per i pagamenti Stripe è: Payment Plugins for Stripe WooCommerce
Su 600 ordini entrati, 4 (al momento) non esistono in backend su woocommerce. (il totale degli ordini da quando è attivo il sito è circa 4000).Il problema:
Nella dashboard di stripe risultano degli ordini con id doppio es: il 14990 è assegnato a due clienti separati, con due totali differenti.
In woocommerce, nell’elenco degli ordini, il 14990 è assegnato SOLO ad un cliente dei due che compare anche su Stripe e l’altro cliente non esiste tra gli ordini di woocommerce. (nemmeno con un altro id ordine)
Questo problema è di una decina di giorni fa
Non so da cosa possa essere dipeso
Qualcuno ha riscontrato un problema simile?
Grazie
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Hi @eriem
Thanks for reaching out!
Firstly, I apologized for the delayed response.
In the stripe dashboard there are orders with double id eg: 14990 is assigned to two separate customers, with two different totals.
In woocommerce, in the order list, 14990 is ONLY assigned to one of the two customers who also appears on Stripe and the other customer does not exist among the woocommerce orders. (not even with another order id)
This problem is from about ten days ago
I don’t know what could have caused it
Has anyone encountered a similar problem?Can you please share with us a screenshot of the Order Notes for this order so that we could check this further?
If you don’t already have a screenshot service installed, you can try https://snipboard.io or http://skitch.com/. You can share the direct link to the image as a response to this topic.
Furthermore, I’d like to understand your site properly, can you please share your System Status Report, that will help us further troubleshoot.
You can find it via
WooCommerce > Status. SelectGet system reportand thenCopy for support. Once you’ve done that, you can paste it into your reply here.If you could also provide the fatal error logs (if any) under
WooCommerce > Status > Logs.Hello, thanks for answer.
I need to add an information. Around the days of the problems, I had to restore 2 backups (5th and 7th of november), missing orders cover the dates 6 through 8. I did it from hosting dashboard (Siteground) and I think they totally delete the actual db and restore the backup, so if any orders had been placed on those dates, I suppose with the deletion of the database they may have been lost. So I’m gonna ask you this, If a backup were to be restored by deleting the old one and not overwriting it, are the orders lost? I suppose yes.. if so, maybe I think I found the problem.
Anyway for info’s:
First this 2 screenshots are about woo and stripe dashboard.
ORDER ON WP DASHBOARD:
https://snipboard.io/elnWMa.jpg
ORDERS ON STRIPE:
https://snipboard.io/U3KCPS.jpg
This is the screenshot of the 14990 orders notes:
https://snipboard.io/hn93lR.jpgThis is the System Report:
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La versione attuale è 7.0.1 exelabtheme/woocommerce/single-product/add-to-cart/variable.php versione 3.5.5 è obsoleta. La versione attuale è 6.1.0 exelabtheme/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php versione 3.4.0 è obsoleta. La versione attuale è 7.0.1 exelabtheme/woocommerce/single-product/meta.php exelabtheme/woocommerce/single-product/photoswipe.php exelabtheme/woocommerce/single-product/price.php exelabtheme/woocommerce/single-product/product-attributes.php exelabtheme/woocommerce/single-product/product-image.php exelabtheme/woocommerce/single-product/product-thumbnails.php exelabtheme/woocommerce/single-product/rating.php exelabtheme/woocommerce/single-product/related.php exelabtheme/woocommerce/single-product/review-meta.php exelabtheme/woocommerce/single-product/review-rating.php exelabtheme/woocommerce/single-product/review.php exelabtheme/woocommerce/single-product/sale-flash.php exelabtheme/woocommerce/single-product/share.php exelabtheme/woocommerce/single-product/short-description.php exelabtheme/woocommerce/single-product/stock.php exelabtheme/woocommerce/single-product/tabs/additional-information.php exelabtheme/woocommerce/single-product/tabs/description.php exelabtheme/woocommerce/single-product/tabs/tabs.php exelabtheme/woocommerce/single-product/title.php exelabtheme/woocommerce/single-product/up-sells.php exelabtheme/woocommerce/taxonomy-product-cat.php exelabtheme/woocommerce/taxonomy-product-tag.php Outdated Templates: ❌ Scopri come aggiornare ### Admin ### Enabled Features: activity-panels analytics coupons customer-effort-score-tracks experimental-products-task experimental-import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing multichannel-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: minified-js new-product-management-experience settings Daily Cron: ✔ Next scheduled: 2022-11-18 16:39:06 +01:00 Options: ✔ Notes: 78 Onboarding: completed ### Action Scheduler ### Completato: 1.506 Oldest: 2022-10-18 10:39:13 +0200 Newest: 2022-11-18 09:07:15 +0100 In attesa: 4 Oldest: 2022-11-18 17:29:17 +0100 Newest: 2022-11-21 13:10:33 +0100 ### Status report information ### Generated at: 2022-11-18 09:32:17 +01:00And these are the fatal error logs (but they are predate the problem)
2022-10-26T13:38:05+00:00 CRITICAL Uncaught Error: Call to a member function get_cart_contents_count() on null in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php:13 Stack trace: #0 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/AbstractShortCodes.php(38): Profumum\ShortCodes\Elements\CartIcon->getDatas(Array) #1 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(356): Profumum\ShortCodes\AbstractShortCodes->render(Array, '', 'profumum-cartic...') #2 [internal function]: do_shortcode_tag(Array) #3 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(228): preg_replace_callback('/\\[(\\[?)(profum...', 'do_shortcode_ta...', '[profumum-carti...') #4 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/templates/Profumum/Widgets/Elements/HeaderPage.phtml(124): do_shortcode('[profumum-carti...') #5 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/Widgets/E in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php alla riga 13 2022-10-26T13:38:06+00:00 CRITICAL Uncaught Error: Call to a member function get_cart_contents_count() on null in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php:13 Stack trace: #0 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/AbstractShortCodes.php(38): Profumum\ShortCodes\Elements\CartIcon->getDatas(Array) #1 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(356): Profumum\ShortCodes\AbstractShortCodes->render(Array, '', 'profumum-cartic...') #2 [internal function]: do_shortcode_tag(Array) #3 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(228): preg_replace_callback('/\\[(\\[?)(profum...', 'do_shortcode_ta...', '[profumum-carti...') #4 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/templates/Profumum/Widgets/Elements/HeaderPage.phtml(124): do_shortcode('[profumum-carti...') #5 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/Widgets/E in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php alla riga 13 2022-10-26T13:38:06+00:00 CRITICAL Uncaught Error: Call to a member function get_cart_contents_count() on null in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php:13 Stack trace: #0 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/AbstractShortCodes.php(38): Profumum\ShortCodes\Elements\CartIcon->getDatas(Array) #1 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(356): Profumum\ShortCodes\AbstractShortCodes->render(Array, '', 'profumum-cartic...') #2 [internal function]: do_shortcode_tag(Array) #3 /home/customer/www/profumum.com/public_html/wp-includes/shortcodes.php(228): preg_replace_callback('/\\[(\\[?)(profum...', 'do_shortcode_ta...', '[profumum-carti...') #4 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/templates/Profumum/Widgets/Elements/HeaderPage.phtml(124): do_shortcode('[profumum-carti...') #5 /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/Widgets/E in /home/customer/www/profumum.com/public_html/wp-content/mu-plugins/profumum/src/ShortCodes/Elements/CartIcon.php alla riga 13Hi there @eriem 👋
Thanks for reaching back. Happy to help you with this:
So I’m gonna ask you this, If a backup were to be restored by deleting the old one and not overwriting it, are the orders lost? I suppose yes.. if so, maybe I think I found the problem.
That is correct. Upon restoring a site’s backup (files and database), the orders are effectively replaced. Therefore, if we restore to a previous point in time, all orders between now and the point in time we restore to are lost. Saved in the most recent database backup, though.
Anyway for info’s:
First this 2 screenshots are about woo and stripe dashboard.
This is the screenshot of the 14990 orders notes:From what I gather, based on the screenshot from Stripe’s dashboard, it recorded two different orders (different amounts and different emails). This is very possible because of the back-and-forth with the backups, as explained above.
Important: Kindly open the following page and delete the screenshots included in your account, as they contain private customer data. Here is the snipboard account page, from where you can delete them: https://snipboard.io/accounts/profile
Wrapping-up, the error log shows no errors related to WooCommerce. The site’s WooCommerce database needs updating, though. You can find the “Update Database” button under
WooCommerce > Status > Tools.Should you have any further inquiries about your site’s connection to Stripe, feel free to reach out to
[email protected], as the currently active plugin is:Payment Plugins for Stripe WooCommerce: by Payment Plugins [email protected] – 3.3.32I trust that points you in the right direction, but if you have more questions, let us know. We’re happy to help.
You’ve been so clear, thanks!
Yes, another last question about updating.
Woo asks me to update templates. Here I have a problem, the website, actually, is a custom theme made by a developer, that no longer works for my client. So the theme and WordPress files too have some custom lines (and I don’t know how many, which and where that code is) and I’m worried about updating both woo db and those templates. As Woo is asking in dashboard.
Do that changes will mess up with the website layout or db?E.
Hi,
For your site to run properly, it is recommended to update the database under WooCommerce > status > tools > update database. Before making any relevant change, be sure to back up the site.
Please note that making changes to the template files, will make changes to be wiped out every time you update WooCommerce. As an alternative solution, you’d want to create a child theme instead and copy the core template files to override. Once you update WooCommerce the template files under the child theme will not be affected.
More information is available below:
– https://woocommerce.com/document/template-structure/
– https://woocommerce.com/document/set-up-and-use-a-child-theme/Best.
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This reply was modified 3 years, 6 months ago by
Igor H.
That’s all so
thank you so much
E. -
This reply was modified 3 years, 6 months ago by
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