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    #1

    How to cancel an order (Paypal)

    Hi,

    I have tried to find the answer across the forum, but cant see anything that helps.

    I have a new site and have been testing the processing of payments. I made a test purchase with Paypal, using my own paypal account and now have it pending in the order section. Paypal have confirmed the payment is pending the merchant (me ) processing the order.

    How can I cancel this order?

    Its only a small amount and I had intended to follow it fully through, however it occured to me I may get a customer who calls up and cancels after they have been through the paypal process but before we complete and ship. As I have not taken the payment how can I cancel the order?


    Thanks

    D
    Tags: None
    #2
    Select the items on the order and cancel them. Once they've all been cancelled the order will move to the completed tab as there'll be nothing that hasn't been shipped.

    Mike
    -----------------------------------------

    First Tackle - Fly Fishing and Game Angling

    -----------------------------------------

    Comment

      #3
      I'm a little bit confused. We also use PayPal as a second string PSP.

      When customers order and pay using PayPal, the order goes to the Pending tab like you say.

      However, the payment has already been processed by PayPal for it to get that far, so to cancel it, you need to go into PayPal and refund the transaction.

      In Actinic, as Mike says, cancel the order lines by double clicking on them and selecting the correct number in the Cancelled box, zero the shipping cost on the Totals tab and then on the Progress and Payments tab, create a credit by selecting View Payments and then New Entry.

      If you just cancel the order lines, then you'll have Excessive Payments Received as the payment status.
      Reusable Snore Earplugs : Sample Earplugs - Wax Earplugs - Women's Earplugs - Children's Earplugs - Music Earplugs - Sleep Masks

      Comment

        #4
        Cancelling orders

        Hello D. What I do when a customer contacts me to cancel an order (before it has been shipped) is log on to PayPal/SagePay, find the order and click the link to Refund. I then delete the order on the Actinic Orders screen. Our system may be set up differently to yours, however. We do not process orders on Actinic but export them to Sage. All our orders for which we received payment or for which there is a PayPal eCheque pending clearance come into the Pending and Completed tab in Actinic Orders. The rest come into the Pending Service Provider tab - in our case these are all failed payments or are in the process of being placed in the last few minutes. We do not cancel any of the failed payment orders, they just sit there until they are beyond the date limit we have set. Occasionally we have to refer to them when there is a customer query. The stock online corrects when we export the stock figures from Sage to Actinic once a day, which could be done more frequently if we didn't have a number of people logged in.
        Sarah

        Comment

          #5
          I wouldn't recommend deleting orders in this way. HMRC likes to see consecutive order / invoice numbers - if you have gaps, then questions could be asked.

          We've never been asked, but we can show a full sequence of numbers if we are.
          Reusable Snore Earplugs : Sample Earplugs - Wax Earplugs - Women's Earplugs - Children's Earplugs - Music Earplugs - Sleep Masks

          Comment

            #6
            Oops. Jules' picked up on something I missed as I'd assumed the payment hadn't been made.

            If the payment has been made, then you need to:

            1) Cancel the order items and refund the payment in Actinic (as Jules says).

            2) Refund the payment in Paypal.

            I have to admit I don't understand the comment about the paypal payment being pending order processing. I don't think paypal have a 'pre authorise' ability do they?

            Mike
            -----------------------------------------

            First Tackle - Fly Fishing and Game Angling

            -----------------------------------------

            Comment

              #7
              I have heard some errors involving paypal being treated by Actinic as pending, interesting point on invoicing as when you refund an invoiced order it erases the original invoice which is frowned upon by HMRC as you pointed out.

              It would be nice to create a credit to offset the invoice so the two could be matched, we simply make sure that the original amount and inv number are entered in the cancelled line items as this remains visible once your new invoice is printed.
              https://www.harrisontelescopes.co.uk/

              Ed Harrison - Menmuir Scotland

              Comment

                #8
                Originally posted by guccij View Post
                I wouldn't recommend deleting orders in this way. HMRC likes to see consecutive order / invoice numbers - if you have gaps, then questions could be asked.

                We've never been asked, but we can show a full sequence of numbers if we are.
                If you using sage to process orders then the order sequence will be un effected, when you export orders to sage it assigns an invoice number, so deleting it from actinic will not show a break in sage as you have not exported it in the 1st place, if you have already exported it then you need to cancel it in sage.

                Comment

                  #9
                  Ah, thanks Darren.
                  Reusable Snore Earplugs : Sample Earplugs - Wax Earplugs - Women's Earplugs - Children's Earplugs - Music Earplugs - Sleep Masks

                  Comment

                    #10
                    Originally posted by guccij View Post
                    Ah, thanks Darren.
                    LOL - i guess it made sense to you then, reading it after confused me

                    Comment

                      #11
                      Hi and thanks for all the help,

                      In case the original post was of interest to anyone else, here is a brief follow up.

                      I had placed a test order on my site with my paypal. I didn't realise my merchant account with Paypal on Actinic was the same one. When I finally logged into paypal I could see the pending transaction as an and an out. So I was paying and billing myself. OOPS!

                      I deleted it in Actinic so at least its gone from there.

                      Again thanks for all the replies

                      D

                      I hope it will die after 30 days. The paypal site suggests it will.

                      Comment

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