Order payment received but no order in db

edited February 2013 in Shopping Cart plugin
We recently received and email from a customer looking to see where her order was. The payment had come out of her account and when we checked it was received by us. However, a trawl of the entire db for her phone number, name, email address yielded no results, We got no order confirmation, neither did she. How is this possible? I'm using guest checkout so she didn't have to login.

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