Pending Payment – But payment is successful

Customer who ordered something and ask us why we never received her order. We checked and her order was in the pending payment order file.

But, the customer paid for the order and deducted money from there side and also they view thank you page for the order.

When i check it into CrediMax MPGS console. we received money from customer.

After, then I manually change pending payment to processing. This happens every-time.

Any reason why this happened? I can’t afford to have it happen again!