Check the client’s Payment History to identify what transaction they are referring to. If a transaction cannot be found that aligns with the information provided to you, check whether the member has another active account within the system. 
 

Depending on what the charge is for (ie. drop in class, membership payment, single payment etc) you may need to check whether the member was marked as attending or late canceled to a class they may not have booked/attended. If the member has confirmed he/she did not attend a class but someone else may have – reach out to support for further investigation
 

Check with payment gateway where the payment was charged (might be another studio)