If a customer has an order issue, the best thing to do is ask them for the order ID they received in the purchase confirmation email, as well as the purchase date. The order ID will look similar to: pi_3489RRjkhb78buUHJB. You can then cross-reference this information with the orders shown in your Steppr account's Payment's tab (or your connected Stripe account). You may find it easier to filter by date beforehand.