A payment screen does not describe the whole order
A guest may report a successful payment, but the offer, order, payment and service-delivery records have different states.
Reconcile the right references
Compare venue, date, order reference, item variant, payment request and provider transaction ID. The payment may have been initiated independently of a reservation.
- Can the Experience order be located?
- Is the provider transaction captured or merely authorized?
- Do the item, price and venue match?
A redemption code is not universal
Not every Experience order produces a redeemable code. Check the product’s delivery conditions, order state and any refund separately.
Prevent a duplicate charge
While the result is unresolved, do not initiate a second payment or recreate the order. Authorized finance and operations staff should reconcile the two records.
Products involved
Experience owns the product/order context and Pay handles eligible payment requests. Treat delivery and collection as separate confirmations.