Manage orders

Manage orders

The plugin creates an order before creating the payment.

To manage orders and view transaction summaries go to:

• Shopware 6 Administration > Orders > Overview.
• Your Adyen Customer Area where you can find more detailed reporting and conversion analytics.

The Shopware and Adyen platforms are synchronized using webhooks.

View payment status

You can find the statuses of your payments in Shopware orders overview.

Shopware payment status	Description
open	The default state for new orders, it means no webhook was received.
in progress	The payment transaction is still in progress.
paid	The payment was successful.
failed	The payment authorization or capture failed or the payment expired or was canceled.
refunded	The payment has been refunded.

Change payment expiry

An order expires if the shopper doesn't complete the payment, for example if they abandon the session.

After you enable the OFFER_CLOSED webhook in your Adyen Customer Area, an order expires if the shopper doesn't complete the payment after:

• 12 hours for card payments.
• up to 24 days for other payment methods.

When an order expires, the payment status changes to failed.

To change when orders expire, contact the Support Team and ask them to set the OFFER_CLOSED webhook to when you want orders to expire. You can request to set it to 1 hour or longer.

Capture an order

You can capture orders automatically or manually in Shopware. The default capture mode in the Shopware 6 plugin is automatic for all payment methods with the exception of open invoice payments.

Before you set up capture in your Shopware back end, you have to set up capture delay in your Customer Area.

Manual capture

To use manual capture, you first need to enable it in your Shopware back end:

1. Go to Settings > System > Plugins.
2. Next to Adyen Payment plugin, select "...".
3. Select Config and enable Manual Capture.

If you set up manual capture, you need to explicitly request a capture for each order to complete the transaction.

Automatic capture for open invoice payment methods

Open invoice payment methods are set to manual capture by default. If you want to enable automatic capture for open invoice payments, contact our Support Team. After our support team approves your request, you need to enable auto capture for open invoice payments in your Shopware back end:

1. Go to Settings > System > Plugins.
2. Next to Adyen Payment plugin, select "...".
3. Select Config and enable Use auto capture for open invoice payments.

Capture on shipment for open invoice payment methods

For open invoice payments you can request a capture for an order after shipment. You can enable capture on shipment in your Shopware back end:

1. Go to Settings > System > Plugins.
2. Next to Adyen Payment plugin, select "...".
3. Select Config and enable Capture on shipment for open invoice payments.
4. Under Order shipping state for triggering capture, select the shipment state you want to trigger the capture request for from the dropdown menu.
5. Under Capture delay for shipping, select the delay time for capturing shopper's funds after the shipping state is satisfied in seconds.

Refund an order

If you need to refund an order, you can do this in:

• the Adyen Customer Area. When refunding in your Customer Area, you can issue both full and partial refunds.
• the Shopware back end. This is supported in plugin version 3.1.0 and later, or 2.2.0 and later. When refunding in the Shopware back end, you can currently only make full refunds. Partial refunds will be supported in a future version of the plugin.

When your refund request has been processed, you see the outcome of the refund request in the Shopware back end.

Refund in the Shopware back end

To issue a full refund in the Shopware back end:

1. Go to Orders > Overview and select the order that you want to refund.
2. Move through the page to the Adyen Refunds section.
3. Click on Create new, and confirm your request.

Get the outcome of the refund request

After you've submitted the refund request, either in your Customer Area or in the Shopware back end, an entry with a Pending Webhook status is created in the table below the Create new button. This means that the refund has been submitted, but not yet processed.

When the refund is processed by Adyen, we send a REFUND webhook. When this webhook is processed by Shopware, the Pending Webhook status is updated to Success or Failed, depending on the outcome of the refund request.