Payment received on Paypal but order missing on Woocommerce

[csemplici]

Hi,
In the last week we had problems with some orders. We receive the payment from the customer on our Paypal account but there is no order created on Woocommerce, so we can't ship the order because we don't know the order is created.

In attached you can see 2 orders for example. Customers wrote us they made the payment but they didn't receive the confirmation email and of course they don't receive the products.

Let me know how we can check the situation. It's a serious problem because customers thinks this is a fraud.

Environment

• WordPress Version 6.5.3
• WooCommerce Version 8.8.3
• Plugin Version 2.7.0

Additional Details

System status

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WordPress Environment

WordPress address (URL): https://ayay.it
Site address (URL): https://ayay.it
WC Version: 8.8.3
REST API Version: ✔ 8.8.3
Action Scheduler Version: ✔ 3.7.4
Log Directory Writable: ✔
WP Version: 6.5.3
WP Multisite: –
WP Memory Limit: 2 GB
WP Debug Mode: –
WP Cron: –
Language: it_IT
External object cache: –

Server Environment

Server Info: nginx/1.18.0
PHP Version: 8.1.2-1ubuntu2.17
PHP Post Max Size: 16 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.81.0
OpenSSL/3.0.2

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.6.16-MariaDB-0ubuntu0.22.04.1-log
Max Upload Size: 16 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ❌ Il tuo server non ha la classe SoapClient attiva - alcuni plugin gateway che usano SOAP potrebbero non funzionare correttamente.
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

Database

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WC Database Prefix: wp_
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ywdpd_discount: 2
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ywrac_email: 1

Security

Secure connection (HTTPS): ✔
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Active Plugins (53)

Advanced Custom Fields: by WP Engine – 6.2.9
AutomateWoo: by WooCommerce – 4.9.5 (aggiornamento alla versione 6.0.24 disponibile)
CheckoutWC: by Objectiv – 7.10.5
Cloudflare: by Cloudflare
Inc. – 4.12.7

Contact Form 7: by Takayuki Miyoshi – 5.9.4
Cost of Goods for WooCommerce Pro: by WPFactory – 3.1.5
Custom Related Products for WooCommerce: by Scott Nelle – 1.3
Duplicate Page and Post: by Arjun Thakur – 2.9.4
GTM4WP - A Google Tag Manager (GTM) plugin for WordPress: by Thomas Geiger – 1.20.2
Facebook for WooCommerce: by Facebook – 3.2.2
Goaffpro Affiliate Marketing: by Goaffpro – 2.7.9
Google Tag Manager for WooCommerce PRO: by Tag Concierge – 1.11.4
Header Footer Code Manager: by 99robots – 1.1.37
WooCommerce HookMeUp: by Get Bowtied – 2.5.1
WPCode Lite: by WPCode – 2.1.12
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Scalapay Gateway Easy Installment: by Scalapay – 3.2.0
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Discount Rules PRO 2.0: by Flycart – 2.6.3
Discount Rules Core: by Flycart – 2.6.3
Advanced Order Export For WooCommerce: by AlgolPlus – 3.5.1
WooCommerce Satispay: by Satispay – 2.2.2
Abandoned Cart Lite for WooCommerce: by Tyche Softwares – 5.20.0
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Table Rate Shipping for WooCommerce: by JEM Plugins – 2.29
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FunnelKit One Click Upsells: by Funnelkit – 3.5.2
HurryTimer: by Nabil Lemsieh – 2.10.0
Product Badges: by 99w – 2.1.4 (aggiornamento alla versione 3.0.1 disponibile)
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SumoMe: by SumoMe – 1.35
WooCommerce Custom Product Addons Free: by Acowebs – 3.0.8
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WPGraphQL: by WPGraphQL – 1.26.0
WPGraphQL for ACF: by WPGraphQL
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WPGraphQL WooCommerce (WooGraphQL): by kidunot89 – 0.19.0
WPLoyalty: by wployalty – 1.2.9

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Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: bundle (bundle)
cpb_custom_product_boxes (cpb_custom_product_boxes)
external (external)
grouped (grouped)
simple (simple)
variable (variable)
wbs_bundle (wbs_bundle)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
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rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

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Parent Theme Version: 2.9.48
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Overrides: shopkeeper/woocommerce/archive-product.php versione 3.4.0 è obsoleta. La versione attuale è 8.6.0
shopkeeper/woocommerce/checkout/form-coupon.php versione 3.4.4 è obsoleta. La versione attuale è 7.0.1
shopkeeper/woocommerce/checkout/form-login.php
shopkeeper-child/woocommerce/checkout/terms.php
shopkeeper/woocommerce/content-product.php
shopkeeper/woocommerce/content-single-product.php
shopkeeper-child/woocommerce/emails/customer-processing-order.php
shopkeeper/woocommerce/global/quantity-input.php versione 4.0.0 è obsoleta. La versione attuale è 7.8.0
shopkeeper/woocommerce/global/sidebar.php
shopkeeper/woocommerce/global/wrapper-end.php
shopkeeper/woocommerce/global/wrapper-start.php
shopkeeper/woocommerce/myaccount/form-login.php versione 4.1.0 è obsoleta. La versione attuale è 7.0.1
shopkeeper/woocommerce/single-product/add-to-cart/simple.php versione 3.4.0 è obsoleta. La versione attuale è 7.0.1
shopkeeper/woocommerce/single-product/product-image.php versione 3.5.1 è obsoleta. La versione attuale è 7.8.0
shopkeeper/woocommerce/single-product/product-thumbnails.php
shopkeeper/woocommerce/single-product/tabs/tabs.php
shopkeeper/woocommerce/single-product.php

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WooCommerce Google Product Feed feeds

google: Google merchant centre product feed
  Type: google
  Category filter: -
  Categories: -
googleinventory: Google merchant centre product inventory feed (legacy)
  Type: googleinventory
  Category filter: -
  Categories: -

WooCommerce Google Product Feed options

Include variations in feed: Enabled
Send "item group ID": Enabled
Expanded schema markup: -
Debug key: 7633392f-1ae8-409d-8dfe-a96ce7c3993b

WooCommerce Google Product Feed fields

Title: Pre-populates from product product_title.
Product description: Main product description only (full preferred)
Availability (in stock products): Defaults to "in stock".
Availability (backordered products): Defaults to "in stock".
Availability (out of stock products): Defaults to "out of stock".
Bundle indicator (is_bundle):
Brand: Defaults to "AYAY".
Manufacturer Part Number (MPN):
Product Type: Defaults to "Salute e bellezza > Cura della persona > Cosmetici > Bagno e corpo". Pre-populates from product_cat taxonomy.
Google Product Category: Defaults to "Salute e bellezza > Cura della persona > Cosmetici > Bagno e corpo".
Gender: Defaults to "unisex".
Custom label 0: Pre-populates from product_cat taxonomy.
Custom label 1: Pre-populates from product_cat taxonomy.
Custom label 2: Pre-populates from product_cat taxonomy.

WooCommerce Google Product Feed DB status

Database version: 15
Active database version: 15
wc_gpf_render_cache: Empty
woocommerce_gpf_google_taxonomy (en-US): 5595 items
woocommerce_gpf_google_taxonomy (it-IT): 5595 items

Gift Cards

Database Version: 1.16.11
Loopback Test: ✔
Task Queueing Test: ✔

Product Bundles

Database Version: 5.13.3
Template Overrides: –

WooCommerce PayPal Payments

Onboarded: ✔
Shop country code: IT
WooCommerce currency supported: ✔
Advanced Card Processing available in country: ✔
Pay Later messaging available in country: ✔
Webhook status: ✔
PayPal Vault enabled: –
ACDC Vault enabled: –
Logging enabled: ✔
Reference Transactions: ✔
Used PayPal Checkout plugin: ✔
Subscriptions Mode: 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
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
product-variation-management
product-virtual-downloadable
product-external-affiliate
product-grouped
product-linked
product-pre-publish-modal
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
product-custom-fields
settings
async-product-editor-category-field
launch-your-store

Daily Cron: ✔ Next scheduled: 2024-05-23 10:20:03 +02:00
Options: ✔
Notes: 191
Onboarding: completed

Action Scheduler

Complete: 67.089
Oldest: 2024-04-21 15:07:55 +0200
Newest: 2024-05-22 15:10:45 +0200

Failed: 10.086
Oldest: 2019-11-13 13:15:46 +0100
Newest: 2024-04-08 11:28:20 +0200

Pending: 8
Oldest: 2024-05-22 15:15:50 +0200
Newest: 2024-05-23 14:22:30 +0200

Status report information

Generated at: 2024-05-22 15:11:18 +02:00
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[salmanbukhari1]

@csemplici I am also facing this issue. how did you resolve?