The third-party payment app shows that the payment has been deducted, but there is no corresponding order displayed in the app, or it shows that the purchase has not been made or has been cancelled?

Reason for the issue: Due to abnormal situations on the third-party platform or payment timeout (such as exceeding the three-day payment waiting period), deductions may be made through the payment platform but the order may still show as unpaid in the app.

Process for handling issues:

1)Orders paid to Tuya: Submit an IoT platform technical work order feedback. If the order has not been created, Tuya will refund the user;

2)Orders paid to customers: Firstly, check the payment status of the order in Smart Protect Workstation. If the order shows unpaid, then check the third-party payment platform's backend to see if the user has successfully made the payment. If the user has indeed made the payment, you can offer the user a free service or process a refund for the order in the third-party payment platform's management backend and inform the user to purchase the service again.

The interface to check the order status:

Interface of activating cloud storage：