Order Errors

When students purchase packages through WooCommerce, orders are automatically fulfilled to create grants. Sometimes this process fails. This guide covers how to identify and resolve order errors.

What Are Order Errors?

Order errors occur when Matchpal cannot automatically process a WooCommerce order:

  • The order was received
  • But grant creation failed
  • Manual intervention required

How Orders Are Fulfilled

Normal flow:

  1. Student purchases package in WooCommerce
  2. WooCommerce sends webhook to Matchpal
  3. Matchpal identifies customer and product
  4. Grant created for the student
  5. Student can begin using services

When this fails, an order_fulfillment_error is recorded.

Finding Order Errors

Admins can view order errors:

  1. Navigate to system logs or order errors section
  2. See list of failed fulfillments
  3. Review error details for each

Common Error Causes

Unknown Product

Error: Product not recognized

Cause: WooCommerce product ID doesn't map to a Matchpal package.

Resolution:

  1. Identify the WooCommerce product
  2. Create mapping to Matchpal package
  3. Manually create grant for affected student
  4. Reprocess or mark error resolved

Customer Not Found

Error: Cannot identify customer

Cause: Email from order doesn't match any Matchpal user.

Resolution:

  1. Find order email address
  2. Create student account if new
  3. Or link to existing account
  4. Manually create grant
  5. Mark error resolved

Invalid Order Data

Error: Required order data missing

Cause: Webhook payload incomplete or malformed.

Resolution:

  1. Check WooCommerce order directly
  2. Extract needed information manually
  3. Create grant manually
  4. Investigate webhook configuration

Duplicate Order

Error: Order already processed

Cause: Webhook received multiple times.

Resolution:

  1. Verify grant was created
  2. If already fulfilled, no action needed
  3. Mark duplicate error as resolved

Network/Connection Error

Error: Failed to connect or timeout

Cause: Temporary connectivity issue.

Resolution:

  1. Check if order was actually processed
  2. If not, retry processing
  3. If persists, investigate connectivity

Resolving Order Errors

General Process

  1. Identify - Find the error in logs
  2. Diagnose - Understand what went wrong
  3. Fix - Resolve the underlying issue
  4. Fulfill - Manually create the grant
  5. Close - Mark error as resolved

Manual Grant Creation

When automatic fulfillment failed:

  1. Identify student from order email
  2. Create account if needed
  3. Navigate to student's grants
  4. Add grant matching purchased package
  5. Reference order number in notes

Preventing Future Errors

Product Mapping:

  • Ensure all WooCommerce products are mapped
  • Update mappings when products change
  • Test new products before launch

Customer Handling:

  • Clear instructions for customers on email
  • Account creation process documented
  • Handle edge cases gracefully

Monitoring

Regular Checks

  • Review order errors daily or weekly
  • Don't let errors accumulate
  • Resolve promptly for good customer experience

Alerts

Configure alerts for:

  • New order errors
  • High error rates
  • Repeated error types

Error Details

Each error record includes:

FieldDescription
Order IDWooCommerce order reference
Customer EmailFrom the order
Product IDWhat was purchased
Error TypeCategory of failure
Error MessageSpecific details
TimestampWhen error occurred
StatusPending, resolved, etc.

Escalation

If you can't resolve an error:

  1. Document what you've tried
  2. Gather all relevant details
  3. Contact technical support
  4. May require developer investigation

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