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Manage orders

Capture, cancel and refund orders in Adobe Commerce.

You can configure order management settings and manage orders in your Adobe Commerce admin panel, or in the Adyen Customer Area. If you have set up webhooks, the two platforms are kept in sync.

Configure order management settings

  1. In your Adobe Commerce admin panel, go to Stores > Configuration
  2. In the menu, go to Sales > Payment Methods.
  3. Select Configure next to Adyen Payments.
  4. Scroll down to Order management, where you can find sections for configuring order management settings, explained below.

Capture settings

Fill out the following fields to configure capture settings:

Field Description
Capture Delay The capture delay that you set in Adyen Customer Area. Possible values:
  • manual: Select this if you set capture delay to manual.
  • immediate: Select if you set capture delay to automatic.
  • Capture delay for open invoice Set a capture delay for open invoice methods. Possible values:
  • Capture on shipment: Capture will automatically happen when an order is shipped to the shopper.
  • Auto capture
  • Manual capture
    Contact our Support Team to change this setting.
  • Use manual capture for PayPal Select Yes if you want to use manual capture for your PayPal integration. To change this setting, you need to contact our Support Team.
    SEPA payment flow Choose the payment flow that you want to use for SEPA payments. Possible values:
  • Sale: Use immediate automatic capture for SEPA payments. This is the default setting.
  • Auth/Cap: Use the value that you set for Capture Delay in the Adyen Customer Area.
  • Order status

    You can define custom status names that the plugin can assign to your orders. The statuses are defined depending on the shopper actions or payment statuses.
    Fill out the following fields to define different statuses for different occasions:

    Field Description
    Order creation The status for new orders before payment result confirmation via server webhooks from Adyen.
    Payment authorisation The status for orders that are confirmed by an AUTHORISATION webhook from Adyen.
    Payment capture for virtual products Status given to orders of virtual products after payment is confirmed. By default, this is the same as for normal products.
    Pending bank transfer/SEPA orders By default, Adyen does not inform your Adobe Commerce store about pending payments. If you want to receive these webhooks, go to your Customer Area > Server Communication and select BankTransfer Pending Webhook and Direct-Debit Pending Webhook.
    Payment confirmed The status for orders after capture result is confirmed by a webhook:
  • AUTHORISATIONif capture mode is immediate
  • CAPTURE if capture mode is manual capture.
  • Order cancellation The status for orders after order cancellation is confirmed by a CANCEL_OR_REFUND webhook from Adyen. If orders are already invoiced, they will be refunded.
    Send order confirmation email for Bank Transfer/SEPA Send a confirmation email to the shopper after you received a PENDING webhook from Adyen. If you want these webhooks to be received, go to your Customer Area > Server Communication and select BankTransfer Pending Webhook and Direct-Debit Pending Webhook.

    Capture an order

    If you set up manual capture, you need to explicitly request a capture for each order to complete the transaction. You can capture an order in the Adyen Customer Area, or in Adobe Commerce.

    To capture an order in Adobe Commerce:

    1. In your Adobe Commerce admin panel, go to Sales > Orders. This opens the order overview page.
    2. Select the order you want to capture.
    3. In the upper right corner of the page, select Invoice.
    4. If you want to make a partial capture, reduce the quantity of the products.
    5. Select Submit Invoice to complete the capture.

    When you have captured an order, a CAPTURE webhook is sent to Adobe Commerce. After you have successfully captured the order, the Adobe Commerce invoice status will move to Paid.

    Cancel an order

    You can cancel an order if it is authorised, but not yet captured. This is only possible if you have set capture delay to manual in the Adobe Commerce admin panel. You can cancel an order in the Adyen Customer Area, or in Adobe Commerce.

    After an order is captured, it is impossible to cancel the order. If you want to return the funds to your shopper, you need to refund the order.

    To cancel an order in Adobe Commerce:

    1. In your Adobe Commerce admin panel, go to Sales > Orders. This opens the order overview page.
    2. Select the order you want to cancel.
    3. In the upper-right corner of the page, select Cancel.

    When you have cancelled an order, a CANCELLATION webhook is sent to Adobe Commerce. After you have successfully cancelled the order, the Adobe Commerce order status will move to Closed, or to the status that you selected in the admin panel for Order status: order cancellation .

    Refund an order

    If you want to return the funds to your shopper, for example if they returned an item, you need to refund the payment. You can refund an order in the Adyen Customer Area, or in Adobe Commerce.

    To refund an order in Adobe Commerce: 

    1. In your Adobe Commerce admin panel, go to Sales > Orders. This opens the order overview page. 
    2. Click on the order you want to refund.
    3. In the Order View menu on the left, select Invoices.
    4. In the invoice overview page for the selected order, select the order invoice you need to create a refund for.
    5. In the on the upper-right corner of the page, select Credit Memo.
    6. On the New Memo page, scroll down to the Items to Refund pane.
    7. Select the quantity of items that you want to refund.
    8. Select Refund at the bottom of the page.

    When you make a refund, a REFUND notification is sent to Adobe Commerce and a credit memo is created. If you refunded part of an order, the Adobe Commerce order status remains Processing. If you refunded the order completely, the Adobe Commerce order status will move to Closed. If your refund was successful, the credit memo status changes to Refunded.

    Expired payments

    If a payment expires, an OFFER_CLOSED webhook is sent to Adobe Commerce. This event code ensures that expired payments are automatically closed, for example if the shopper abandons the payment session.

    The default setting for an order expiration date depends on the payment method:

    • Card payments: 12 hours
    • Other payment methods: up to 28 days

    If you want to change the default setting, contact our Support Team to configure a custom expiry date and specify the merchant accounts, schemes and timeframe in hours or days.

    Expired SVS gift card payments

    An exception occurs for SVS gift card payments where Adyen does not send an OFFER_CLOSED webhook for expired SVS gift card payments.

    Currently, offers are only closed automatically if shoppers abandon the payment session by selecting the Previous button on the SVS payment page. If shoppers abandon the payment session differently, for example by closing the browser, the offers can not be closed automatically. This means that you have to close these offers manually from the Adobe Commerce admin panel.

    Alternatively, you can set a pending payment order lifetime in Adobe Commerce to run scheduled cron jobs which close pending offers.

    Case management

    For an extra layer of fraud protection, you may want to manually review a transaction before it is captured. A transaction can be sent to case management for manual review when it reaches a certain risk score, or triggers a specific risk rule.

    You have to enable RevenueProtect premium, and configure manual review settings to use case management.

    Set up case management in the Adyen Customer Area:

    1. Log in to your Adyen Customer Area with your company account.
    2. Assign roles to users for manual review.
    3. Set a trigger for manual review.
    4. Configure actions and webhooks.
      These are the recommended modification settings for the plugin:
      Under Case management behavior select the following:
      Accept: Select Capture and then select Send notification.
      Reject: Select Cancel and then select Send notification.
      Expire: Leave None as this will be automatically handled by the plugin.
    5. Select Save configuration.

    Optionally, you can configure additional manual review settings in Adobe Commerce:

    1. In your Adobe Commerce admin panel, go to Stores > Configuration
    2. In the menu, go to Sales > Payment Methods.
    3. Select Configure next to Adyen Payments.
    4. In the Payment optimization section, select Risk management.
      1. Only if you want a separate status to be triggered when Adyen notifies Adobe Commerce that a payment has come under manual review, set Manual review status to Pending.
      2. Only if you have not defined actions for case management actions and modifications in your Customer Area, set the Manual review accepted status field.
    5. Select Save Config in the upper right corner.