A charge went through to eCommerce, but a payment record was not created in RAMCO.
Many organizations receive reports from eCommerce that may contain EC control numbers. If you have the EC control number, simply creating a manual payment and refunding against it will solve this issue.
For reference on how to create a manual payment, please refer to this KB https://cobaltcare.zendesk.com/hc/en-us/articles/208472316-Create-a-Payment-Record
To reference on how to refund a payment, please refer to this KB Article: https://cobaltcare.zendesk.com/hc/en-us/articles/208472446-Refund-the-Entire-Amount-of-a-Payment