I can’t find a (paid) order in ticketmatic

it may happen that you cannot locate an order in the standard order list even though the customer’s payment was successful possible cause this issue can occur if the customer has several browser tabs open during the purchase process when a long time passes between adding tickets to the shopping cart and completing the payment (for example in another tab), the system may remove the tickets from the order due to extended inactivity when this happens, ticketmatic sends a notification to the e mail address you configured finding the order go to orders → actions → show order log and enter the order number if you see that the tickets—and ultimately the order itself—were removed before the payment request was confirmed, it indeed means the tickets were not delivered to the customer solution you can either refund the customer (directly from the administration module of your psp) or create an order with the same tickets in the customer’s name and settle it using an internal payment method of your choice