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Rcently, we get several feedback from the customer that they failed in the payment when make an order.
In order to resolve this, I'd request you to ask the customer to use a different card or a payment provider. In case if the problem still persists, this might be an issue with their browser or device. Kindly ask the customer to follow the troubleshooting steps mentioned below, before placing an order:
Clear your cache and cookies on your browser. After this, completely reboot the browser. A cache is a reserved storage location that collects temporary data to help websites, browsers, and apps load faster.
Try on another web browser, and an incognito window.
Ensure the web browser is up to date on the latest version.
Try another device like another computer or mobile phone.