When a user is sent to a 3rd party payment provider such as Stripe or AIB a Pending Payment is set against the customer.
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If a user completes the payment successfully the payment provider returns the user to your site. The pending payment is then cleared and the order completed.
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If the payment is not completed for any reason or the user makes payment but does not get returned to your site, the pending payment will not be cleared from the customer.
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Check for a processed payment in your Payment Provider Dashboard
Get your accounts team to check if a payment has been taken on your payment provider dashboard.
If Payment has been taken by your Payment Provider
If a payment has been taken and it matches the value of the basket you can convert the basket to an order from the basket page. Once that's done you can then clear any pending payments from the customer page.
If no payment is found in the Payment Provider Dashboard
If your accounts team find no payment has been taken, you can clear the pending payment from the customer page. The user is then free to try placing the order again as normal.