Problem with repeated product code on the payment platform

Hello pat1701,

Thank you for contacting WooCommerce support.

Could you share more details and explain what you mean by the “same product code”?
If possible share a few screenshots for better understanding.

Once I have more information, I will be in a better position to assist you further. 🙂

Best regards.

Hi @pat1701

Thanks for sending those screenshots over. I see that the two images are showing same order ID, one from WooCommerce orders and the other from PayPal is this correct? Cases like this could happen if the payment was made by one person for someone else, like a friend or family member using their PayPal account to pay for an order.

When someone uses their PayPal account to pay for items for someone else, the order in WooCommerce will show the details of the person who placed the order, while PayPal will show the account holder’s information.

I suggest checking other order details, like the amount, to see if they match. If they do, it might be a good idea to contact the customers to confirm if they know the PayPal account owner.

If you have screenshots showing repeating order IDs under WooCommerce → Orders (both from WooCommerce), please share them so we can take a closer look.

Hello pat1701,

Thank you for your reply.

I understand these two orders are from different people.

To investigate this issue further, could you share:
1- Screenshots of orders of Leticia and Luiz from PayPal
2- Screenshots of orders of Leticia and Luiz from WooCommerce

This will help me compare the information between both platforms.
Is this the first time an issue like this has occurred?

Looking forward to your response. 🙂

Hello pat1701,

Thank you for your reply.

No need to apologize, we are here for you whenever you need us. 🙂

To recap:
1- You received the New Order 42997 email for Luiz on 30th Oct 2024.
2- You received the New Order 42997 email for Leticia on 31st Oct 2024.
3- PayPal account verifies both payments were received.
4- You can find Order 42997 for Leticia in WooCommerce.
5- You cannot find Order 42997 for Luiz in WooCommerce.

This problem has occurred again for two different customers. Is that correct?

To help you further, I’d like to understand more about your setup.
Could you please send me a copy of your site’s System Status Report?
You can find it via WooCommerce > Status.
Select Get system report and then Copy for support.

This will allow me to inspect your site for any plugins or code that might be interfering with default WooCommerce functionality.

Looking forward to your response. 🙂

Hi @pat1701

Thanks for sending the System Status Report and for further clarifying what’s been happening. Let’s try to narrow it down from here.

At the first glance, it looks like you are using an outdated version of WordPress and several outdated template files, which could be causing issues. I recommend updating to the latest WordPress version and ensuring that all themes and plugins are up to date.

To break them down: WordPress version is 6.6.2, and your WooCommerce version is 9.5.1. The report indicates that there’s a newer version of WordPress available, which is 6.7.1, and there’s also a WooCommerce update available to version 9.5.2. Other plugins especially related to payment gateways like Pix for WooCommerce or PayPal for WooCommerce may need to be updated as well.

Once you’ve done the updates, kindly observe if there are similar occurrences. Keep us posted on your progress so we can assist you further if needed.

Hello pat1701,

Thank you for your reply.

I understand the concern about duplicate orders that happened in October 2024 and the hesitation to update WordPress to 6.7.1 due to previous issues with images.

Updating your plugins and monitoring future events is a good approach.
Feel free to reply to this thread to open it again when you have any updates to share.

Have a great day!