What’s happened?
In rare cases, a customer may begin signing up but not complete the process. This can for various reasons, for example;
They close their browser tab too quickly
Their internet connection drops
Their device powers off suddenly
Because this interruption happens within seconds, the system does not create their account automatically. The result: you may see evidence of a payment, but no customer account is attached.
Example scenario
A customer may contact you saying they’ve paid but cannot see their order. For instance:
“I paid £15 on 20/8, but I don’t seem to have an account. Will my veg box still arrive?”
When you check your dashboard, you’ll see no account in their name.
What to do
Escalate to support – let the support team know the customer’s name and email address (full details are ideal). Contact Support
Wait for confirmation – support will attempt to locate the incomplete transaction, create the account, and attach the order.
Update the customer – once complete (or if more information is needed), you’ll be notified so you can respond.
Key takeaway
If you ever see a payment but no account for a customer, it’s likely a lost sign-up. Simply pass the details to support, and we’ll do our best to recover the transaction and create the account. In rare cases where this isn’t possible, we’ll let you know the next steps