Hey, @FitReeFitness .
Thanks for the screenshot. That really helps to see exactly what you are referring to!
The payment history section will show only if there is an actual issue with the payment gateway. When there isn’t any payment history notification showing, then the gateway was functioning properly for that abandoned checkout order.
Which payment gateway are you using? Are you able to provide me with a screenshot of the actual error notification that your customer is receiving on the checkout page so that I can look into this further for you?
That being said, I noticed in your screenshot that you have an additional note with an rmc_uid number indicated. This particular number is known to be generated from an app called Abandoned Cart Recovery. Are you currently using this app?
Since abandoned cart recovery apps interact with checkout transactions, it’s possible that it is causing the issue your customer is experiencing. In the event that it is, the next step is to contact the app developer directly to fix the integration, so that it does not continue to hinder any transactions.
Let me know what you find!