Customer has made the payment but did not get the order conformation for the staff as well as for the customer. And customer contact us say this happened ! Why no conformation is send and all .
Hi @nikz35 ,
I completely understand your confusion on this point!
This usually happens if the customer is paying through a third-party payment gateway which takes the customer onto another site to pay before returning them to your own website.
If the customer closes their checkout window too soon, leaves the website too soon, or otherwise fails to reach the “thank you” page after payment, we record that as an abandoned checkout.
Another possibility is that the third-party gateway took too long to send the proper response back to us. In these cases, the payment would go through on their end, but we didn’t receive the required information in the required time window. Instead of waiting indefinitely, we turn the checkout into an abandoned checkout.
If you’re certain the payment has gone through, you can always recreate the abandoned cart as a draft order, mark it down as paid, and fulfill the order from there.
One way to avoid this happening in the future is to edit your store language somewhere along the way to remind customers to wait until the order has been completed and they see the “thank you” page.
I hope this helps!