{"title":"Manage orders","category":"default","creationDate":1670928420,"content":"

To learn about the configuration of order management settings in Adobe Commerce, refer to Configure order management<\/a>.<\/p>\n

You can manage orders in your Adobe Commerce admin panel, or in the Adyen Customer Area. The plugin uses webhooks<\/a>, to keep the two platforms in sync.<\/p>\n

Optionally, you can customize which order statuses are triggered in Adobe Commerce<\/a>.<\/p>\n

Capture an order<\/h2>\n

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

To capture an order in Adobe Commerce:<\/p>\n

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

    When you have captured an order, a CAPTURE<\/a> webhook is sent to Adobe Commerce. After you have successfully captured the order, the Adobe Commerce invoice status will move to Paid<\/strong>.<\/p>\n

    Cancel an order<\/h2>\n

    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<\/strong> <\/a> in the Adobe Commerce admin panel. You can cancel an order in the Adyen Customer Area<\/a>, or in Adobe Commerce.<\/p>\n

    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<\/a> the order.<\/p>\n

    To cancel an order in Adobe Commerce:<\/p>\n

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

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

      Refund an order<\/h2>\n

      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<\/a>, or in Adobe Commerce.<\/p>\n

      To refund an order in Adobe Commerce:\u00a0<\/p>\n

        \n
      1. In your Adobe Commerce admin panel, go to\u00a0Sales<\/strong>\u00a0>\u00a0Orders<\/strong>. This opens the order overview page.\u00a0<\/li>\n
      2. Click on the order you want to refund.<\/li>\n
      3. In the\u00a0Order View<\/strong>\u00a0menu on the left, select\u00a0Invoices<\/strong>.<\/li>\n
      4. In the invoice overview page for the selected order, select the order invoice you need to create a refund for.<\/li>\n
      5. In the on the upper-right corner of the page, select\u00a0Credit Memo<\/strong>.<\/li>\n
      6. On the\u00a0New Memo<\/strong>\u00a0page, scroll down to the\u00a0Items to Refund<\/strong>\u00a0pane.<\/li>\n
      7. Select the quantity of items that you want to refund.<\/li>\n
      8. Select\u00a0Refund<\/strong>\u00a0at the bottom of the page.<\/li>\n<\/ol>\n

        When you make a refund, a REFUND<\/a> 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<\/strong>. If you refunded the order completely, the Adobe Commerce order status will move to\u00a0Closed<\/strong>. If your refund was successful, the credit memo status changes to Refunded<\/strong>.<\/p>\n

        Expired payments<\/h2>\n

        If a payment expires, an OFFER_CLOSED<\/a> 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.<\/p>\n

        The default setting for an order expiration date depends on the payment method:<\/p>\n