Preparing a failure report ยท reviewed 16 October 2026
Keep the customer message and order result separate.
A failed-looking checkout can involve the page, the payment provider or a later update to the store. Describe what is known without assuming the cause.
Record the step and wording
Note the public product or page, the selected option, the payment method and the approximate time. Keep the error text if available, with names, account details and other private information removed.
Do not repeatedly submit a real payment to reproduce the problem. The reviewer and owner can agree on an appropriate test method.
Say what the store shows
If an authorized member of the team has already checked, note whether there is an order and whether its state matches what the shopper saw. Mention a confirmation problem separately from the payment result.
Full order exports, provider logs and payment records belong in a private review process, not the public inquiry form.
Look for a pattern in existing reports
Does the problem affect one device, product, payment method or delivery area? Did it begin after an update or provider change? Those details can narrow the investigation without making more live purchases.
Identify the account owner
The payment provider or store platform may need to explain a response or account restriction. Say who controls the relevant account and can work with the provider. Do not send their login information.
Send a short first inquiry
Tell Faith Forge Labs where the purchase stops, when it began and which customers or products appear affected. A diagnosis can follow the review.