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If an order is in a ‘Pending’ or ‘Processing’ state, and an item needs to be removed from the order, or the entire order needs to be canceled, this can be done with store administrator access or order admin access.
Navigate to: Store > Orders > View Orders
There should be new entries under the ‘Log’ tab reflecting your updates and the order can now be processed as usual. If the customer is paying with a credit card they will automatically be charged the new lower cost upon completion of the order.
Once the page refreshes, you will see a message regarding the cancellation and a new admin comment. It is important you review the admin and order comments – ‘Order Updated’ message only means the order was updated in some way, it isn’t confirming the cancellation was successful. Read the admin comments carefully to confirm the update you wanted was made.
Canceling an Order with an Expired Credit Card Authorization (not yet charged): If you are unable to fulfill an older order and need to cancel the order, you may encounter an error message ('transaction not found') when attempting to cancel older orders. This is because the original authorization has expired and the system failed while trying to 'void' that expired authorization. If you do encounter such a message, you can still cancel the order, however, you will first need to change the payment method to ‘Pay at Store’.
You should now be able to return to the ‘View’ screen and change the order status from ‘Pending’ or ‘Processing’ to ‘Canceled’, don’t forget to select ‘Update’.
Completed orders cannot be canceled, regardless of the payment method.
Admin comment should reflect the 'credit' transaction on the credit card.
The entire order is now canceled and the customer's card credited.
Once ABA has processed the refund, we will confirm via a response to your initial email, add an admin comment on the order and an email notification will be sent to the customer as well.