How to ask about an order and get a useful answer

With no account, whoever reads your message starts from nothing. What you include decides whether the first reply is an answer or a request for more information.

Include these

1. The order id. Without it, nothing else can be looked up.
2. The deposit transaction id from your wallet, if you have sent one. This proves what was sent and when.
3. What you expected and what happened. Specifically, not "it is not working".
4. When. A rough time, with your timezone.

Check these first

Many questions answer themselves in a minute: is the deposit confirmed on an explorer, does the order page show a payout transaction id, and is the amount sent inside the range the pair accepts.

What nobody can do

Reverse a transaction, speed up a chain, or recover coins sent to a wrong address on a wrong network. Honest services will tell you this plainly rather than keep you waiting.