Payment requests sent to a Customer could time out when one of the following conditions are met:
The chat session ended.
The <configured> timeframe to process a payment has expired. This length of time is configurable by Gladly and can range from 1 minute and maxing out at 30 minutes. Contact Gladly Support to check the setting or to update the current time value.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time but you can submit a request anytime.