Order showing as full paid in Actinic, but has no record in our PSP

[sergio gomes]

We have received an order in Actinic that shows was paid in full. However, our Payment Service Provider has no record about either the customer or order number.
We got lucky because we didn't have the product in stock, so we would be refunding that order. When we went to our PSP, no record in there. We called Actinic and they told us that problem is in our PSP, and our PSP told us is Actinic problem.
Does anyone has a clue about what is going on?
Thank you
Sergio

[Mike Hughes]

No answers, only questions:

- Who is the psp?
- Is the order payment showing as from your psp?
- Is there an authorisation code in the order payment?
- Is the payment type shown as 'automatic' and does the payment time/date match the order time/date?
- Check the bank payments for the date the payment shows as. Is the payment in with those?
- Which version of Actinic are you using?

Mike