Why doesn’t Payments finalize the cancellation of a transaction?

Frequently Asked Questions

Published on 5/16/2017

•

Last update on 12/31/2019

This happens when a transaction continues in Cancelling status indefinitely, preventing it from being cancelled and, consequently, preventing a request in OMS. This happens when VTEX is awaiting a response from the gateway system, but the correct response is not sent. We can see in the picture below an example of a gateway response preventing VTEX from proceeding with the cancellation process:

${"base64":" ","img":{"width":741,"height":927,"type":"png","mime":"image/png","wUnits":"px","hUnits":"px","length":52899,"url":"https://raw.githubusercontent.com/vtexdocs/help-center-content/refs/heads/main/docs/en/faq/Financial/why-doesnt-the-payments-finalize-the-cancellation-of-a-transaction_1.png"}}$

To solve this, you must contact the gateway responsible for payment, give the transaction details and request cancellation.