What do we do if order is paid but not received

[feelgood2k]

If a customer pays for an order (eg paypal IPN or nochex) and the store's website is temporarily unavailable to take the payment confirmation data, then what do merchants do?

1. Refund and ask customer to re-order
2. Manually edit the database to populate the order table (and remove from the customer_basket table) and send email confirmation
3. Use a mod of some sort?

Many thanks for your insight.

[wolfsz]

Hi there
We do whatever is best for the customer, so if we can figure out what they ordered we manually process the order for them else we contact them and figure out what can be done to fix the issue in the most convieniet way for the customer.