You are part of the support team in a software company. A customer has reported that their online payment feature is not working properly — payments are being deducted, but no confirmation or receipt is being generated. Your task is to write a professional email to your team explaining:

1. What is the issue?

2. How you are planning to solve it?

3. What steps should be taken by the team?

4. Any precautions or suggestions to avoid it in the future?


Answer

Subject: Urgent Issue: Online Payment Confirmation Not Working

Hi Team,

We’ve received a report from a customer stating that their online payments are being deducted, but no confirmation or receipt is being generated. This issue could impact customer trust and needs attention.

1. Issue Summary:

Payments are successfully processed, but the system is failing to send confirmations or generate receipts.

2. Plan to Solve It:

I’m currently reviewing the payment logs and the confirmation flow to identify where the process is failing.

3. Required Team Actions:

Backend Team: Please check if the payment gateway callbacks are being received and processed correctly.

4. Suggestions to Prevent This in Future: