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This topic contains 24 replies, has 2 voices.

Last updated by Carlos Rojas 3 months ago.

Assigned support staff: Carlos Rojas.

Author Posts
June 24, 2019 at 10:35 pm #4080025

jeppeK-2

I have a site which is in Danish and English. The Danish site uses DKK currency and English site uses EUR. Let me describe the issue. We have a product HiFiBerry AMP2 with price 399 DKK / 53,54 EUR.

What happens:

1. Customer places an order in English site for the product at the right price 53,54 EUR.

2. Something bugs and suddenly product sells at 53,54 DKK / 7,18 EUR in shop.

Correct price is still entered into the price field in the product edit and everything looks fine but somewhere something goes wrong and price is converted somehow. This is a huge problem as new customers can then buy the product at an unreasonable low price.

This does not happen everytime an order is placed. I do not know what triggers it. I have, however, seen the pattern above several times now.

I will attach a few pictures showing the problem (made the product private to avoid further orders).

I really hope you can help me with this.

June 25, 2019 at 7:00 am #4081689

jeppeK-2

Also, I have yet to find a good fix when I find these problems. Only way is to make the product from new. So unhappy customers and a lot of work every time it happens. And it happens quite often! 🙁

Really hope this bug can be sorted.

June 25, 2019 at 1:18 pm #4084837

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps:
- Create a full backup of the site.
- Go to Woocoommerce -> Woocommerce Multilingual -> Settings tab -> Troubelshooting link (bottom right) -> Sync all products

If the issue persists then we might be facing some kind of interaction issue. In this case I would like to ask you to follow this steps:
- Back up your site first before making any change, this is for security reasons.
- Update all outdated plugins and themes.
- Flush any cache memory that might exists.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

June 25, 2019 at 9:18 pm #4087269

jeppeK-2

There is no "sync all products"? see attached

June 25, 2019 at 10:30 pm #4087409

jeppeK-2

Tried following the steps for disabling all other plugins than Woocommerce, Woocommerce Multilingual and WPML plugins. The problem persists so it is not due to another plugin.

June 25, 2019 at 11:17 pm #4087479

jeppeK-2

Finally found other threads with the same bug:
https://wpml.org/forums/topic/purchase-in-euro-changes-price-in-pln/
https://wpml.org/forums/topic/incorrect-prices-in-the-store/
https://wpml.org/forums/topic/multi-currency-getting-wrong-prices-on-frontend-correctly-stored-in-database/
https://wpml.org/forums/topic/critical-bug-product-price-changed-when-bought-on-secondary-currency/

Quick fix is to set "sale price" same as normal price. However, this doesn't change the fact that there could already be several orders where they took advantage of the bugged, low price in the meanwhile before I fix it.

It is mentioned that the problem is fixed in version 4.6.4 of Woocommerce Multilingual. I am running version 4.6.5, newest, and I still experience this issue. So this has NOT been sorted fully yet.

I downgraded on live site to 4.6.2 and hope to not run into this further.

Please have a look at previous threads, people (including me) are still experiencing this issue! 🙁

June 26, 2019 at 11:20 am #4091911

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for your messages.

I consulted our specialists about this issue and the issue hasn't been solved yet. They are still working on a solution. The workaround is to set "sale price" same as normal price as you mentioned in your message.

In this case I would like to ask you a copy of the site so I can escalate this ticket to our 2nd tier of support and our 2nd tier specialists can take a deeper look at this issue.

I have set your next answer private and there you will find a field were you can provide a download link with a copy of the site. I recommend you to use Duplicator plugin as it's free and easy to use. Please don't include the 'uploads' folder as it's not necessary for debugging purposes.

Looking forward to your message.
Regards,
Carlos

June 27, 2019 at 8:50 am #4098071

jeppeK-2

Sorry, I don’t like sharing that kind of access.

I have downgraded to Woocommerce Multilingual 4.6.2 which seems to have fixed the issue. I will wait for you to release a version which fixes this issue.

Please let me know when this has been fixed.

June 27, 2019 at 9:26 am #4098505

jeppeK-2

Turns out 4.6.2 does not solve it. Issue still there. This is a huge problem which causes great losses to us 🙁 🙁

June 27, 2019 at 1:02 pm #4100103

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi,
Thank you for your feedback. I understand your concern

In this case I have created a test site with a fresh new WordPress installation, WPML, Woocommerce and WCML plugins. I kindly ask you to finish the Woocommerce and WCML setup and add the necessary information in the site and reproduce the issue. This way I will be able to escalate this ticket to our 2nd tier of support.

To access the test site follow this link: hidden link

Please let me know if you were able to reproduce the issue.
Regards,
Carlos

June 29, 2019 at 10:44 am #4111443

jeppeK-2

Now I have setup similar settings to my own. As mentioned, not completely sure what triggers this issue. So you will have to try and order stuff. Maybe watch products in different languages, switching between them, then ordering.. Or something else triggers this.

Have a look at the other threads, I think some of them mentions better ways to reproduce.

July 1, 2019 at 7:02 am #4115945

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you for your feedback.

As each issue is different I have to ask you to reproduce this one in the test site. If you are able to reproduce te issue then we will be sure is a bug or a compatibility issue, however, if the issue disappears in the test site it means that it is only happening in your site -regardless the fact that there are similar tickets as the could have different causes-.

That's why I kindly ask you to try to reproduce the issue in the test site and let me know the result.

Regards,
Carlos

July 2, 2019 at 7:22 am #4124607

jeppeK-2

Hard to reproduce as I do not know the exact cause of the issue. As you can also see in other threads.

Tried ordering stuff in Euro on the test site with bank transfer. Didn't trigger the issue.

July 2, 2019 at 10:47 am #4125909

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for your message.

1.- In this case I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

2.- I also need your authorization to run some tests in the site and also your confirmation that you made a full backup of the site.

Regards,
Carlos

July 6, 2019 at 8:19 am #4155329

jeppeK-2

Sorry, as already mentioned, I cannot give access to our live site.