<aside> 💡 If the customer does not get a payment receipt email, the order may not have been placed correctly.

</aside>

The first things to check

Did the user get a payment receipt email?

When a user makes a payment they will get an email from your payment provider with a receipt ID. You can use this ID to find a payment in your payment providers dashboard. If there is no receipt email the order may not have been placed.

Was the order actually placed?

If the user says they paid by card but no payment for the order can be found by your accounts team and no payment email was received by the customer then the order was probably just not placed correctly or there was a problem at the time. The user should be able to place the order again.

<aside> 💡 If a customer rings to pay for a Portal order on the phone, that does not mean their order has been placed! You need to convert their basket to an order manually.

</aside>

Payment taken but no order received

If your accounts team can find a payment and a payment email was received but there is no matching order, the customer has probably paid for the order but it has not been completed, possibly due to a connection error or timeout at the time of payment. You can convert the customers basket to order and process it as normal

Things that can cause an order to fail or not complete

• The main reason an order will fail to complete is waiting too long on the payment page before paying. This will cause a timeout on the Customer Portal and the order cannot be completed when we get the response back from the provider.
• Not waiting to return to the Customer Portal after paying or closing the browser window before the order completes.
• A connection error when trying to return from the payment provider.

If you need to investigate further