Orders & customers
Find an order and check delivery
Use the order record to verify what was purchased and whether payment has been confirmed. A payment screenshot alone is not an order status.
Step by step
- Open Customers & orders → Orders.
- Use the available search and filters to find the customer, item or order reference. Check the selected date range.
- Open the order and compare its item, amount, currency and payment status with the customer enquiry.
- For digital content, confirm the purchased item has the intended delivery file or learning material attached.
- Ask the customer to use the account that placed the order and open the relevant order or learning page.
- If payment and access disagree, contact support with the order reference and exact error; avoid asking the customer to pay again before checking.
What happens next
You can distinguish an unpaid attempt from a confirmed purchase and investigate access using the right record.
Troubleshooting
Sales reports and payment-provider screens may use different timestamps or totals. Never grant access or send private material solely on the basis of a screenshot or an unverified message.