new orders not showing up in woocommerce

Discussion in 'Ecommerce Forum' started by Mattk1983, Sep 11, 2019.

  1. Mattk1983

    Mattk1983 UKBF Regular Full Member

    456 13
    i don't know what has happened... i switched servers today so my site was probably "in between" DNS for a while, but now, new orders are not appearing in the wordpress backend

    payment is being received into paypal account, but no sign of the orders in my woocommerce admin? not even a "pending payment" order?

    any ideas? :confused::confused:
    Posted: Sep 11, 2019 By: Mattk1983 Member since: May 16, 2006
  2. Mike Hayes

    Mike Hayes UKBF Enthusiast Free Member

    1,071 284
    Well, one of two things are happening:
    1. You're hitting the new server while customers are hitting the old server; or
    2. You're hitting the old server while customers are hitting the new server.
    Your website should not have been "in between DNS for a while"! A website migrated properly should happen instantly, with a backup mechanism in place to prevent people from placing orders on the old website once switched over (just incase).

    For future reference, you need to look into the TTL period for DNS records. This period determines how long a client will cache your DNS records for, in seconds. For example, with a TTL period of 86400 seconds, clients may cache your DNS records for up to 86400 seconds from the time they last accessed the record. Or, if someone else was handling the migration, you need to beat them with a stick and find a different person to deal with this stuff next time.

    The following steps should have been taken to ensure a smooth switchover:
    1. Lower the DNS TTL period to something very low, e.g. 60 seconds.
    2. Wait enough time for the previous DNS TTL time to pass, to ensure visitor's DNS caches have cleared and they're now respecting the new TTL period.
    3. Launch the website on the new server and switch the DNS records to point at the new server.
    4. Fully disable the website on the old server for good measure (or put up a "we're moving servers" page). If you wanted to get really fancy, you could proxy the HTTP server to the new one, however this should not be necessary as this stage is simply a backup incase for some reason any clients still have old DNS records cached.
    If by chance you were changing your domain's DNS servers (nameservers) completely during this time, then this should be completed separately (with the new DNS servers holding the same records as the existing ones to begin with) and a few days allowed for the changes to propagate before completing the migration (or vice-versa, as long as the two changes are safely made at different times).

    Hopefully it's a case of you hitting the old server while customers are seeing the new server. This one is the easiest to resolve - you can disable the website on the old server now, and should see this reflected on your side, then you need to clear your DNS caches (a bit complicated to explain here as records may be cached locally, on your router or at your ISP) and you should begin hitting the new server yourself.

    If it's a case of customers hitting the old server, firstly make sure you disable that website, then speak to your developer about bringing in the order data from the old server to the new one.
    Posted: Sep 11, 2019 By: Mike Hayes Member since: Jan 7, 2016
  3. WebDesires

    WebDesires UKBF Regular Full Member

    236 41
    when migrating you should definately either disable or remove the site from the old server during the migration.

    As the guy said above it could be that either you or your customers are accessing the old site due to this oversight.

    However a third issue may be the cause, if the PayPal post back is for some reason broken it might be that the orders are there on the new system but are marked abandoned / unpaid because paypal could not successfully mark the order as paid.
    Posted: Sep 11, 2019 By: WebDesires Member since: Feb 23, 2016
  4. EddyRock

    EddyRock UKBF Contributor Free Member

    34 5
    It was obvious that the orders were placed in the old server, you removed the database and wiped them out.
    Posted: Sep 19, 2019 By: EddyRock Member since: Jul 23, 2019