Payments and missing confirmations

First find the saved response. Then check the payment and notification steps separately so a missing email is not mistaken for a missing order or payment.

A customer says they paid

Open the response and review its Payment Details. Confirm the amount and method. For an automated method, compare the recorded result with the provider's transaction record. For a manual method, check receipt in the destination account using the customer's reference.

Reaching checkout is not proof that the transaction completed. A pending or incomplete attempt may require the customer to finish the provider's flow.

Checkout shows the wrong amount

Review the selected amount field in payment configuration. Preview the form's total with the same selections. If the form total is wrong, use order calculation troubleshooting. If only checkout differs, check the field mapping and currency.

A confirmation email did not arrive

1. Confirm the order or response was saved.
2. Check that the form collected the customer's email address correctly.
3. Open the notification settings and check the enabled rule and recipient.
4. Ask the recipient to check spam or junk folders and any workplace mail filtering.
5. For staff notifications, verify the actual recipient address rather than assuming every collaborator receives email.

Review any condition that controls which email is sent. A confirmation, payment instruction, and staff notification may use different rules.

Before requesting another payment

Check for an existing successful transaction or a duplicate response. An order edit does not automatically issue a refund or collect an additional amount. Use the supported provider process to handle money after reviewing the records.

Send support the form link, approximate time, order reference, method, and the visible state. Exclude card numbers and payment-account credentials.