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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

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

To find the API method that was used for an order, log into Salesforce Business Manager and go to Merchant Tools > Ordering > Orders > [order number] > Attributes.

  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. Click Cancel.

Cancel payments for individual order items

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

To find the API method that was used for an order, log into Salesforce Business Manager and go to Merchant Tools > Ordering > Orders > [order number] > Attributes.

  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. Click Cancel next to the relevant order items.

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