Order Issues

Overview

This article covers common order-related issues and their solutions.

Order Not Created After Checkout

Symptom: Customer completes checkout but no order appears in the admin panel.

Solution: Check the checkout endpoint and database.

• Verify the checkout endpoint (/checkout/place-order) is accessible
• Check PHP error logs for any errors during order creation
• Verify the orders table exists in the database
• Check that the customer email is valid

Order Status Not Updating

Symptom: Admin changes the order status but it does not persist.

Solution: Check the status update process.

• Ensure you click Save after changing the status
• Check that the status value is valid (pending, confirmed, processing, completed, cancelled, refunded)
• Verify the order ID is correct
• Clear cache if status changes are not reflected in the list view

License Key Not Assigned to Order

Symptom: Customer completes purchase but does not receive a license key.

Solution: Check the license assignment process.

• Open the order detail page
• Check if a license is listed under the order
• If no license is assigned, manually activate one:
  1. Go to Products → Licenses
  2. Find an available license for the product
  3. Click Activate and associate it with the order
• Verify the license has not reached its maximum activations

Duplicate Orders

Symptom: The same order appears multiple times.

Solution: Check for duplicate submissions.

• Review the order creation timestamps
• Check if the customer accidentally submitted twice
• Delete duplicate orders (keep one as the original)
• Refund any duplicate payments

Order Not Visible in List

Symptom: An order was placed but does not appear in the orders list.

Solution: Check filters and search.

• Clear any active filters (status, date range, etc.)
• Search by order number or customer email
• Check if the order is in a different status than expected
• Verify the order was actually saved to the database

Customer Did Not Receive Order Email

Symptom: Order was placed successfully but customer did not receive confirmation.

Solution: Resend the delivery email.

• Open the order in the admin panel
• Verify the customer email address is correct
• Check that SMTP settings are configured (see Email Settings)
• Resend the delivery email from the order actions
• Check the customer's spam/junk folder

Order Cancellation and Refund

To cancel an order and process a refund:

1. Open the order detail page
2. Click Cancel Order
3. Process the refund through the payment method used
4. Record the refund in the order
5. Update the order status to "cancelled" or "refunded"

Bulk Order Actions

Perform actions on multiple orders:

• Select multiple orders using checkboxes
• Update status for all selected orders
• Export selected orders to CSV
• Print packing slips in batch