How to handle failed order

Hello, I have just encountered my first “Failed Order”. The reason the order failed is because the zip code failed validation. In my woo commmerce order page for this user there are 3 order notes:

1. “Order status changed from Pending payment to Failed.”
2. “A payment of $28.99 failed to complete with the following message: Error: The zip code you supplied failed validation.”
3. “A payment of $28.99 failed to complete with the following message: Error: Your card was declined.”

My customer is telling me that they were charged for the order. My woocommerce transactions do not show me ever receiving this payment, and the order notes say card declined.

Did my customer pay? Is the money being held by woocommerce until I fix the address issue? Should I ask my customer to order again using the suggested address? Any thoughts on how i can resolve this would be greatly appreciated.

### WordPress Environment ###

WordPress address (URL): https://tsjelectronics.com
Site address (URL): https://tsjelectronics.com
WC Version: 5.1.0
REST API Version: ? 5.1.0
WC Blocks Version: ? 4.4.3
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.0.2
Log Directory Writable: ?
WP Version: 5.7
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.16
PHP Post Max Size: 516 MB
PHP Time Limit: 60
PHP Max Input Vars: 1000
cURL Version: 7.75.0
OpenSSL/1.1.1j

SUHOSIN Installed: –
MySQL Version: 5.6.41-84.1
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.9.2
WC Database Prefix: wp_
Total Database Size: 10.83MB
Database Data Size: 8.46MB
Database Index Size: 2.37MB
wp_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.05MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.39MB + Index: 0.22MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.13MB + Index: 0.11MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 0.09MB + Index: 0.06MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.11MB + Index: 0.09MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 5.03MB + Index: 0.08MB + Engine InnoDB
wp_postmeta: Data: 1.50MB + Index: 0.75MB + Engine InnoDB
wp_posts: Data: 0.30MB + Index: 0.06MB + Engine InnoDB
wp_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.06MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wdr_order_discounts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wdr_order_item_discounts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wdr_rules: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpforms_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

attachment: 109
custom_css: 1
customize_changeset: 1
nav_menu_item: 26
page: 17
post: 2
product: 12
product_variation: 34
revision: 93
shop_coupon: 3
shop_order: 120
shop_order_refund: 1
wpforms: 2

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (16) ###

Google Analytics Dashboard for WP (GADWP): by ExactMetrics – 6.6.2
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.16.2
Hostgator WalkMe Plugin: by Snappy – 1.0
Jetpack by WordPress.com: by Automattic – 9.5
MOJO Marketplace: by Mike Hansen – 1.5.7
Really Simple SSL: by Really Simple Plugins – 4.0.11
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DavidAnderson – 1.16.50

Proxy Cache Purge: by Mika Epstein – 4.8.1
Woo Discount Rules: by Flycart – 2.3.4
Variation Swatches for WooCommerce: by Emran Ahmed – 1.1.13
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.1
WooCommerce Payments: by Automattic – 2.1.0
WooCommerce Shipping & Tax: by Automattic – 1.25.8
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### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #88 - /shop
Cart: #89 - /cart
Checkout: #90 - /checkout
My account: #91 - /my-account
Terms and conditions: ? Page not set

### Theme ###

Name: Twenty Twenty
Version: 1.7
Author URL: https://www.ads-software.com/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

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### Action Scheduler ###

Complete: 300
Oldest: 2021-02-14 14:46:13 +0000
Newest: 2021-03-17 12:55:28 +0000

Pending: 4
Oldest: 2021-03-17 20:24:13 +0000
Newest: 2021-03-22 01:05:11 +0000

### Status report information ###

Generated at: 2021-03-17 13:05:21 +00:00