---
title: "Manage orders"
description: "Capture, cancel and refund orders in Adobe Commerce."
url: "https://docs.adyen.com/plugins/adobe-commerce/manage-orders"
source_url: "https://docs.adyen.com/plugins/adobe-commerce/manage-orders.md"
canonical: "https://docs.adyen.com/plugins/adobe-commerce/manage-orders"
last_modified: "2023-06-30T15:33:00+02:00"
language: "en"
---

# Manage orders

Capture, cancel and refund orders in Adobe Commerce.

[View source](/plugins/adobe-commerce/manage-orders.md)

To learn about the configuration of order management settings in Adobe Commerce, refer to [Configure order management](/plugins/adobe-commerce/set-up-the-plugin-in-adobe-commerce#configure-order-management).

You can manage orders in your Adobe Commerce admin panel, or in the Adyen Customer Area. The plugin uses [webhooks](/plugins/adobe-commerce/set-up-adyen-customer-area#step-3-set-up-webhooks), to keep the two platforms in sync.

Optionally, you can [customize which order statuses are triggered in Adobe Commerce](/plugins/adobe-commerce/set-up-the-plugin-in-adobe-commerce#configure-order-management).

## Capture an order

If you set up [manual capture](/plugins/adobe-commerce/set-up-adyen-customer-area#step-4-optional-set-capture-delay), you need to explicitly request a capture for each order to complete the transaction. You can [capture an order in the Adyen Customer Area](/account/manage-payments#capture-a-payment), 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](https://docs.adyen.com/api-explorer/Webhooks/1/post/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** ](/plugins/adobe-commerce/set-up-adyen-customer-area#step-4-optional-set-capture-delay)in the Adobe Commerce admin panel. You can [cancel an order in the Adyen Customer Area](/account/manage-payments#cancel-a-payment), 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](#refund-an-order) 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](https://docs.adyen.com/api-explorer/Webhooks/latest/post/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** ](/plugins/adobe-commerce/set-up-the-plugin-in-adobe-commerce#adobe-commerce-order-processing).

## 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](/account/manage-payments#refund-a-payment), 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](https://docs.adyen.com/api-explorer/Webhooks/1/post/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](https://docs.adyen.com/api-explorer/Webhooks/latest/post/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](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) 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](/plugins/release-notes?plugin=magento_2\&version=8.19.0) occurs for SVS gift card payments where Adyen does not send an [OFFER\_CLOSED](https://docs.adyen.com/api-explorer/Webhooks/latest/post/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](https://experienceleague.adobe.com/docs/commerce-admin/stores-sales/order-management/orders/order-scheduled-operations.html?lang=en#set-pending-payment-order-lifetime) 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](/risk-management/case-management) for manual review when it reaches a certain risk score, or triggers a specific risk rule.

You have to enable [RevenueProtect](/risk-management) 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](https://ca-test.adyen.com/) with your company account.
2. [Assign roles](/risk-management/case-management/#set-roles) to users for manual review.
3. [Set a trigger for manual review](/risk-management/case-management/#set-triggers).
4. [Configure actions and webhooks](/risk-management/case-management#case-management-settings).\
   These are the recommended **Case management behavior** settings for the plugin:\
   **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](/risk-management/case-management) in your Customer Area, set the **Manual review accepted status** field.

5. Select **Save Config** in the upper right corner.
