> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kyrenpay.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer paid but was not credited

> Reconcile paid orders that were not fulfilled in your system.

## Symptom

The customer completed payment, but your application did not grant access, credits, or the purchased item.

## Likely causes

* Your server is still waiting for the `order.paid` Webhook event.
* Your fulfillment worker received the event but failed before updating the user.
* Idempotency logic marked a duplicate event as processed too early.
* The checkout metadata did not include your internal user ID or order ID.
* Your system checked order status before payment processing finished.

## Check this in Kyren

* Open **Dashboard > Orders** and search by order number, customer email, or time range.
* Confirm the Kyren order status is `paid`.
* Compare the order amount, currency, and paid time with your internal record.

## Check this in your server

* Search your Webhook endpoint logs for the event time and Kyren order ID.
* Confirm the event handler maps `metadata` to the correct internal user or order.
* Check fulfillment retries, queue failures, and database write errors.
* Make fulfillment idempotent by Kyren order ID or event ID.

## Fix

If the Kyren order is paid, reconcile it against your internal order and re-run fulfillment using your own recovery process. Store internal user IDs in checkout metadata so future events can be matched reliably.

## Contact support if unresolved

Contact Kyren support with the Kyren order number, paid time, amount, currency, and your server log timestamps.

## Related pages

* [Dashboard orders](/dashboard/orders)
* [Webhook events](/webhooks/events)
* [Webhook retries](/webhooks/retries)