Payment not updating status to Paid

I have a support ticket from a member who says they signed up for a paid membership but did not get the perks. To investigate, I looked at the member activity log on my Ghost dashboard and the payments history on my Stripe dashboard. Ghost says the member signed up for a free membership, but Stripe says they successfully submitted a payment for my paid membership tier.

How can this happen, and what can I do to address it?

It’s been almost two weeks, so I am bumping this to get some fresh eyes on it.