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?

Ans: Subject: Payment Feature Issue – Immediate Attention Needed

Hi Team,

A customer has reported a serious issue with our online payment system. Payments are being deducted from users’ accounts, but they are not receiving any confirmation or receipts.

What’s the Issue?

Payments are going through.

No confirmation message or receipt is shown to the user.

Plan to Fix:

I’ll start by checking the payment logs and backend records.

We need to make sure the confirmation and receipt steps are working correctly after a payment is successful.

What the Team Should Do:

Backend Team:

Check if the payment gateway is sending the confirmation response properly.

Make sure receipts are being generated and stored.

Frontend Team:

Check if the confirmation screen is showing after a successful payment.

Test the full payment flow to see if it breaks at any point.

QA Team:

Test different payment scenarios and see if the issue can be reproduced.

How to Avoid This in the Future:

Set up alerts if a payment is made but no receipt is created.

Consider sending receipts via email or SMS as a backup.

Keep clear logs to track each payment step easily.

Please treat this as a priority and share any updates as soon as possible.

Thanks,

Aneesha P P