---
title: I can’t find a (paid) order in ticketmatic
slug: en/i-cant-find-a-paid-order-in-ticketmatic
createdAt: 2024-09-03T09:33:25.920Z
---

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.

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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.

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### 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.