<aside> 💡 If the customer does not get a payment receipt email, the order may not have been placed correctly.
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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.
Payment processed but no corresponding order?
If your accounts team finds a payment but there's no matching order, the customer has likely paid for the order, but it wasn't completed. This usually happens because of a connection error or a timeout at the moment of payment. You can convert the customer's basket to an order and process it as normal.
<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" />
If a payment has been processed but the basket wasn't completed, the user will see a basket error when they try to access the portal.
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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.
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