Start with state, not retry
When a screen fails or connectivity drops, open transaction history and search by reference, time, and amount. Missing receipt is not proof of failure, and a visible debit is not final proof of success until the state is verified.
Pending transaction
Wait for the approved processing window, then refresh using the same reference. Check connectivity without clearing data or creating a substitute payment. Escalate if it exceeds the window.
Two similar transactions
Compare reference, time, amount, and state. One can be an unexecuted attempt, or there can be a real duplicate. Do not refund or transfer before identifying the original and the financial effect of each reference.
Payment succeeded but order did not update
Separate payment state from order-system state. Preserve the successful payment, then resynchronize or link the order to the approved reference. Do not ask the customer to pay again to correct a display issue.
Refund failed
Verify refundable amount, currency, original transaction state, and authority. Follow the existing refund request rather than creating several requests.
Escalation evidence
Prepare time and timezone, amount, currency, branch, safe reference, and visible state. Never send passwords, verification codes, or full card data. Read Support escalation.