No Record of 4-step payment in our system or PayPal's

[nlqpstaff]

We have a customer who claims to have bought tickets from us using PayPal's 4-step payment (transaction number 8AP12016DX593664W, but there is no record of this transaction in our system or PayPal's. Please advise, as this customer didn't receive her tickets. Said something about the payment being pending, but there's just no record anywhere.

[PayPal_RachelK]

Hi @nlqpstaff,

Welcome to the community and thank you for your post.

I do understand your concern. When you receive a payment from a customer, you won't be aware of what option they used to fund their payment. If the order is pending, they should be able to see it in their PayPal 'Activity' page. If they cannot locate the payment in their PayPal account, I would advise your customer to contact us directly. This can be done by clicking 'Contact' at the bottom of any PayPal page. 

I hope they get this sorted!
 

- Rachel