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.
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:
- Go to Orders > Overview and select the order that you want to refund.
- Move through the page to the Adyen Refunds section.
- 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.