Didn't receive the submission from the user

I have a customer who said she purchased tickets to our event. She said she used cash app and it took her payment then closed out. I am not seeing anything come through on my end. She sent me a screenshot and it has "makebouquet" instead of anything with our name "Make A Bouquet". I feel bbn like this is a user error, but any idea on what might be going on if it is system related?

Hi Jessica,

Thanks for reaching out to Jotform Support. Can you send us the screenshot sent by the user for us to investigate further? We have a guide on how to do that here. Also, can you send us the email address of the user who sent you the screenshot? 

Once we hear back from you, we'll be able to help you with this.