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Problem submitting the order on website – shows as an unsubmitted order

This topic has 6 replies, 4 voices, and was last updated 3 weeks, 6 days ago ago by Andrew Mitchell

  • Avatar: primoss
    primoss
    Participant
    September 19, 2024 at 09:38

    The order cannot be completed on the frontend. In the administration of the website, it appears as a completed order.

    Customers think that they have not submitted an order on the website and therefore try to submit 1x more. We now have several identical orders on the website. The buyer does not receive a feedback that he has placed the order.

    It’s probably related to the new version of the update because it’s not working for us for 2 hours.

    #415021 Copied Theme version: 9.4.1
    5 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    September 19, 2024 at 14:45

    Hello, Primoss,

    Thank you for reaching out to us.

    Could you please provide us with any additional details or specific error messages that appear when an order is placed, or a video of actions and the problem?

    1/ We suggest activating another theme, specifically the Storefront (default WooCommerce theme), which can be found under Appearance > Themes in your dashboard. This test should help determine if the issues persist irrespective of the theme used.

    2/ Try to disable all third-party plugins that are not included with XStore
    (https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the problem.

    Best Regards,
    8Theme’s Team

    #415078 Copied
    Avatar: primoss
    primoss
    Participant
    September 19, 2024 at 18:47

    When we submit the order, we get this error:

    An error occurred while processing your order. Check any charges for your chosen payment method and review your order history before submitting again.

    We have already tried everything you suggested, but it does not solve the problem.

    #415122 Copied
    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    September 20, 2024 at 08:24

    Dear @primoss,

    We hope this message finds you well. We understand that you are experiencing issues related to certain functionalities within WooCommerce. It is important to note that such functionalities are generally supported by WooCommerce. Therefore, we recommend conducting a test using the default Storefront theme to evaluate how it performs in this environment.

    We previously requested that you test your setup using the default Storefront theme with all third-party plugins deactivated. Unfortunately, we have not yet received your feedback on this matter.

    Additionally, we have observed that you are utilizing the default WooCommerce Gutenberg blocks for creating the Cart and Checkout pages. This observation leads us to believe that the issue may not be exclusive to our theme but could potentially be addressed by the plugin you are using for payment processing or by WooCommerce itself.

    Please proceed with testing the Storefront theme and if the issue does not recur, kindly attach the results. This will help us confirm that the issue is isolated to our theme and not a broader WooCommerce functionality.

    Additionally, if the issue occurs solely with our theme only and no third-party plugins are active, we kindly ask you to provide the correct wp-admin and FTP access credentials in a private message. This will enable us to investigate and potentially resolve the issue more efficiently.

    Thank you for your cooperation and understanding. We look forward to your prompt response.

    Best regards,
    Jack Richardson
    The 8Theme Team

    #415187 Copied
    Avatar: primoss
    primoss
    Participant
    September 20, 2024 at 08:27

    We have already discovered the error ourselves. Thanks anyway.

    #415189 Copied
    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    September 20, 2024 at 08:27

    Dear primoss,

    In the spirit of gratitude, we want to express our appreciation for your trust in our products. As a valued customer, your experience matters greatly. Would you consider sharing it by giving our theme a deserving 5-star rating on ThemeForest?

    Click here to share your thoughts: https://themeforest.net/downloads

    Being part of our community means a lot, and your feedback contributes immensely.

    Best Regards,
    The 8Theme Team

    #415190 Copied

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