Purchased Tickets being charged but not showing in WooCommerce Orders

[haboredman]

Hi guys!
We are randomly experiencing customers showing up for an event they purchased tickets for and were charged for , but the tickets are not listed as purchased in WooCommerce orders nor are they on our guest list in WooCommerce. This happened recently to a customer who purchased 2 tickets and the payment went through authorize.net for both, but in WooCommerce the order only showed 1 ticket purchased instead of 2. I searched other possible purchases, but this customer’s name was only associated with this one purchase. Have you heard of this happening before?

[Brian]

Hi,

Sorry for the issues that are happening. I can help troubleshoot this with you.

Not sure how much we can help as we do not modify the WooCommerce Checkout Process, but I can see what I can do as it could involve us.

WooCommerce and the Authorize.net extension developer may have a better idea as well.

In authorize.net does it show as two purchases or one?

The customer is trying to purchase two tickets with one order correct?

Do you have any logs active that show the purchases, if so what do they say?

Do you have any plugins for WooCommerce besides the Authorize.net extension?

Let me know and we can go from here.

Thanks

[haboredman]

Hi Brian,
Thanks for touching base.

First, authorize.net indicating the customer “J” had two purchases completed successfully. They were both for the same event, however, each ticket was purchased at different times. When looking in WooCommerce I only see one purchase made by “J”. I also searched for hre name in all the orders in case she ordered the wrong ticket, but this single purchase is the only one with her name attached.

Needless to say the customer showed up at the event with her guest. Luckily there was an open seat:)

This is not the first time this problem has happened so I am thinking it isn’t just user error, especially since the customer was charged in authorize.net.

As for other plugins we are using WooCommerce Gift Certificates Pro from IgniteWoo.com as well as Smart Coupon, the Events Calendar Pro,and WooCommerce Tickets.
I also believe we are using the WooCommerce Mijireh checkout.

Thank you so much for your help and any direction you can give!

[Brian]

Thanks for the information.

How far apart are the orders in Authorize.net for customer “J”?

Does the order that appears in WooCommerce match up to the 1st or 2nd in authorize.net?

Do you have any caching on your site?

Also, is there a way in your front end customer accounts to change an order? What about any one click payments? I do not think WooCommerce as either, but thought I should ask.

You can share information in a private reply as well.

Let me know.

Thanks

[haboredman]

This reply is private.

[Brian]

This is puzzling.

I do not see how this is possible as the WooCommerce Order is what tells Authorize.net there is a sale. So without WooCommerce sending all the correct keys and order information Authorize.net cannot charge a card.

Do you have a backup of your database from around 5/4 after the order was placed? If so maybe we can see if there was an order at one time.

Have you checked the WooCommerce or Authorize.net logs on the site? I am not sure of their exact location, but they could be in the plugins themselves or in the wp-content directory. I would look to see on the May 4th transaction if WooCommerce has a Order Number for it.

Do you have more then one person with access to the orders in WooCommerce is it possible that it was deleted?

It sounds like it could be an issue with WooCommerce and the Authorize.net extension can you start reaching out to them as well and see if they have any insight?

Cheers

[haboredman]

This reply is private.

[Brian]

I was thinking caching could maybe cause the issue if the orders were back to back.

However, being that far apart I do not think that is the case and WooCommerce has built in coding to not cache the pages in the checkout process.

Let us know what you find out from your logs.

Thanks

[Brian]

Since there is has not been any activity on this thread for over 2 weeks so I am now closing it. Feel free to start a new thread if you have further issues. Thanks! 🙂

[Author]

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