Documentation -> FAQ -> Payment Integration -> AnswerPayment Integration FAQs
What if a customer says they paid but the results show otherwise?
The payment processing company is the final word on all payments and refunds, and its reporting takes precedence over all FormSite reporting with respect to payments. There should not be a difference between the payment processor and FormSite, but in the event that a situation arises the payment processor's report takes precedence over FormSite. You should always refer to your account on the payment processing site for the final answer regarding all transactions.