Stuck with payment process

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Some of my customers stuck at the link with the utm from the processing utm: /checkout/payment?from_processing_page=1
I need to know it happen. Because usually Customer at the step processing, it will end up to the link with the receipt, it means they purchase successfully. I think there may be a fail in making payment process. Please contact me directly through chat so I can show you the picture.
Thank you
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