Salesforce: Cancel payments

In Salesforce Commerce Cloud, you can cancel the payment for a whole order or for individual items in an order.

What you need to do in advance

  • Ensure that the relevant Salesforce Commerce Cloud customer service roles have been assigned the Cancel payment order permission.

  • You can only cancel orders that are Created, Open, New or Completed.

Cancel payments for whole orders

If customers paid for their order with a payment method that used the Payments API, you can cancel the full payment.

  1. Log in to Salesforce Commerce Cloud Business Manager.

  2. Open Select a site, and select a site from the list.

  3. Go to Merchant Tools > Ordering > Customer Service Center.

  4. Find the order and open it.

  5. Select Cancel payment from the More drop-down menu.

  6. Select Cancel.

Cancel payments for individual order items

If customers paid for their order with a payment method that used the Orders API, you can cancel payment for individual order line items.

  1. Log in to Salesforce Commerce Cloud Business Manager.

  2. Open Select a site, and select a site from the list.

  3. Go to Merchant Tools > Ordering > Customer Service Center.

  4. Find the order and open it.

  5. Select Cancel payment from the More drop-down menu.

  6. Select Cancel next to the relevant order items.