Contact the retailer
In the first instance, you should always contact the retailer from which you placed your order. If payment has been made but no order confirmation received, they would be best placed to clarify this for you. If they can see the payment has Settled on their end but no order created, they should be able to manually generate this for you otherwise it may be that the payment is being held by your bank and yet to be received.
If you're having any issues contacting the retailer, please let us know and we can look to contact them on your behalf.
Contact your bank to clarify the status of the payment
When you make a payment or transfer using Vyne, this is done so by Faster Payments. Although this is generally instant, as with any payment or bank transfer these may be subject to additional checks put in place by the banks and it means payments could take longer to process than expected.
Whilst you may see the funds leave your bank account, it can take up to 2 hours to arrive in the receivers account. Please note this is the standard Faster Payments SLA.
In the rare occasion it is taking longer than 2 hours, it may be that your bank is taking additional steps to ensure the payment is secure and they're happy for it to go through.
Unfortunately Vyne does not have any visibility into the additional checks run by the banks nor can we have this expedited. Although we can see the payment was accepted (processed out of your account), until this settles with the receiving account, only your bank can provide further insight into any delays here.
Our advice, should a payment be taking longer than 2 hours to settle into the receiving account, is to contact your bank directly and clarify the payment. They should be able to advise further and if happy with the payment, push it through for you.