Order Placed But Not Showing

Hi Tim, we’ve been using Sytist for over a year now and have never encountered this before, I’d be interested in your thoughts on this.

Customer 1 placed an order which didn’t show up on our system; they chose to pay by online banking so no PayPal/CC process/tracking.
Obviously they followed up with us to see where their order was - their order number is attributed to Customer 2 (already had existing account with us, and is completely unrelated to Customer 1 other than ordering from the same gallery) who did pay via Paypal.

Customer 1 is required to create (or log into existing) account before checking out, and looking at their forwarded confirmation email, it appears they have surely done so, however there is no record of their account or email address within our ordering system.

Logic (and visitor stats) suggest that the 2 customers placed their order at exactly the same time (although it appears that Customer 2 actually logged in an hour earlier), however surely the creation of Customer 1 account at that time should still be trackable on the system, especially when they have received confirmation emails too.
Looking at the gallery, the images Customer 1 ordered don’t show with a cart symbol, so don’t appear to have been ordered at all.

Would like to avoid this happening again in the future if this is something more that a one-off glitch in the matrix. My feeling is that if they had both paid via the credit card portal, this may not have happened, and may be something to do with opting for manual/offline payment, but is not a PayPal/CC portal issue.
We have had busy evenings before large galleries close with multiple hits and orders placed at the same gallery - obviously have no way of knowing if this has happened before if the customer doesn’t follow up with us, but doesn't seem to have occurred before now

Does any of this make sense?

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I think it was some sort of server glitch. Even if they placed an order at the same exact time it would not do that. Sounds more like a database was restored right around that time.

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