Confirmation message (either Email or Push or SMS) for an order with online payment will be sent to the customer only after a payment success confirmation message is received by Presto from the payment gateway.
In some cases, the payment gateway will not be able to send a confirmation message to Presto because of various reasons (including connectivity issues). In such a case Presto will treat the payment as incomplete irrespective of whether the corresponding amount was deducted from the customer's account. The "Payment Status" of such an order will be "INITIATED" and no confirmation message will be sent.
In this case you can :
1. Reach out to the customer and find out if the order has to be processed.
2. Ignore and expect the user to place another order.
If you choose to process the order, you can change the status of the order in the orders console and any notification messages configured for those statuses of the orders will be automatically sent. Please note that despite changing the status of the order, the status of the payment will still remain as "INITIATED".
If you choose to ignore such orders, you will have to check if the amount debited from the customer's account was credited to your account. If yes, you will have initiate a refund from the payment gateway's dashboard.