Manage orders

To learn about the configuration of order management settings in Adobe Commerce, refer to Configure order management.

You can manage orders in your Adobe Commerce admin panel, or in the Adyen Customer Area. The plugin uses webhooks, to keep the two platforms in sync.

Optionally, you can customize which order statuses are triggered in Adobe Commerce.

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 canceled 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.