Order not Showing

New Member
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I had a customer email me about their order, they placed an order and also showed me a screenshot of their payment from their bank account. But I have received nothing on my end, the only reason they notified me and emailed was because they got an email about their abandoned checkout which they had already purchased earlier. 

is there a reason as to why I have received nothing on my end ? I’m worried if it will happen again and customers are waiting for orders in which I have no idea exists.