Order was cancelled but not by client

[Anne]

Sorry, I think this should go in the feedback section, but I can't find it. So I created a couple of products after a request from a client. She then sent me a chat message that she could swear she ordered them, but never received a confirmation???!!!! In my sales reports it shows as being cancelled. Obviously she did not cancel it, so something went wrong, but I don't know why she never was informed? I sure hope this is not the standard reason for the abundant cancellations of orders. Of course I would not have known about this had she not messaged me. Also placing this in the forum after bad experiences with customer service.

[Mark]

Hi @Anne,

I would advise the customer to reach out to our customer support team and they will assist with the order.

- Mark

[Anne]

Hi @Mark,

Thank you. I have done that and apparently lost the sale  ...