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Troubleshooting Missing Order Data or Files

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2 min read

Applies to: Core, Advanced, Enterprise

Use this guide if Quote & Cut order data or files are missing from a WooCommerce order.

Quote & Cut Parts section is missing #

Check:

  • The order contains a Quote & Cut cart item.
  • The customer added the job to cart from the Quote & Cut form.
  • The quote was calculated successfully before checkout.
  • The order was placed through normal WooCommerce checkout.
  • The internal Laser Cut Parts product was not manually added.
  • The order item contains Quote & Cut job data.

If someone manually adds the Laser Cut Parts product to an order, it will not contain the calculated quote data.

Quote & Cut Files box is empty #

Check:

  • The order contains a Quote & Cut job.
  • Original DXFs were uploaded successfully.
  • Generated files were enabled in settings.
  • The quote calculation completed successfully.
  • The files still exist on the server.
  • File permissions allow WordPress to access them.
  • The upload folder has not been cleaned manually.
  • A backup restore or migration did not omit uploaded job files.

Original DXFs are missing #

Check:

  • The customer uploaded DXF files before calculation.
  • Original DXF saving completed during the quote calculation.
  • The job was added to cart after calculation.
  • The order was created from the Quote & Cut cart item.
  • Files were not deleted from the uploads folder.

Generated DXFs are missing #

Check:

  • The relevant generated file type was enabled before the order was placed.
  • The job was not pricing-only.
  • Layout generation was not skipped.
  • The order does not show a simplified-layout or pricing-only notice.
  • The server can write generated files.
  • The files were not deleted after order creation.

Folding drawings are missing #

Check:

  • Quote & Cut Advanced was active.
  • Folding was enabled.
  • The customer selected folding.
  • The customer uploaded a folding drawing.
  • The file type was supported.
  • The upload did not exceed size limits.
  • The drawing file still exists on the server.

Download link says file not found #

This usually means the order still has a file reference, but the actual file is no longer available.

Possible causes include:

  • File deleted manually.
  • Upload folder cleaned.
  • Website migrated without copying uploads.
  • Backup restored without job files.
  • File permissions changed.
  • Security plugin blocked access.
  • Storage path changed unexpectedly.

Cart item price looks wrong #

Check:

  • The customer calculated the price before adding to cart.
  • The cart was not modified by another plugin.
  • WooCommerce discounts, coupons, or tax settings are not changing the visible total.
  • Quote & Cut pricing settings are correct.
  • Secondary Process costs are correct.
  • The order item total matches the calculated Quote & Cut price.

Customer says their parts disappeared in the cart #

Check:

  • The cart page is not cached.
  • WooCommerce sessions are working.
  • Cart fragments or block cart scripts are not being blocked.
  • The customer did not remove the cart item.
  • The quote data had not expired before Add to Cart.
  • A cart optimisation plugin is not stripping item data.

Email does not show Quote & Cut details #

Check:

  • WooCommerce is sending HTML emails.
  • Email templates have not been heavily customised.
  • Email customiser plugins are not removing item metadata.
  • The order item contains Quote & Cut job data.
  • The email being checked is for the order that contains the Quote & Cut item.

Shipping method looks wrong #

Check:

  • The customer address matched the correct shipping zone.
  • Quote & Cut delivery methods are configured in that zone.
  • Courier, pallet, and lorry settings are correct.
  • Checkout visibility settings are correct.
  • Local pickup method IDs are correct.
  • Part size and weight data are correct.

Useful information for support #

If you need help, collect:

  • WooCommerce order number.
  • Screenshot of the order items.
  • Screenshot of the Quote & Cut Files box.
  • Screenshot of any file missing message.
  • The DXF file used.
  • The material and quantity selected.
  • Whether folding or powder coating was selected.
  • Whether generated files were enabled.
  • Whether the website was recently migrated or restored.
  • Any relevant WooCommerce or server error messages.

Do not include your API key in screenshots or support messages.