Two separate confirmations
Payment confirmation and software activation are separate events. A payment can succeed while the supplier is temporarily unavailable. Your order should remain visible with its current delivery status.
Why review may be needed
A timed-out supplier request may have completed remotely. Repeating it without checking could buy a second license. An order under review needs evidence of the earlier result before delivery can safely continue.
What to send support
Use the order ID, expected product and the visible status. Keep discussion in the linked ticket so the resolution history stays together. Do not create another paid order solely to resolve a pending delivery.