A payment failed or checkout was cancelled

First, confirm the outcome

Check whether the booking or registration exists and whether its payment status is successful. A player leaving checkout is not proof that money was collected.

Try again safely

• Use the original booking or registration path if it is still open.
• Do not refresh repeatedly while a payment is processing.
• Ask the player to check their bank before attempting another payment if they see a pending charge.
• Never collect full card details through email or phone.

If money appears twice

Do not promise a refund until the payment records are checked. Send support the booking reference and timestamps, with card numbers redacted.