Unable To Remove Cancelled Orders As Payment On Hold. How To Remove These Orders? (Doc ID 2502278.1)

Last updated on DECEMBER 09, 2022

Applies to:

Goal

On : 12.1.3: Payment Hold Issue

Unable to remove cancelled orders as payment on hold.

Can you please let me know or where to obtain advice on how to release cancelled orders that have a status for Payment hold?

instructions I have found:
1. OM Superuser responsibility
2. Navigate the Sales Order form.
3. Query for the problem order number
4. Action -> Payments
5. Delete the credit card payment row.
6. The Epayment Failure Hold will be released automatically.


This hasn't worked. Can't delete the payment because it is pre-paid.

The hold is "Pending Process Payment Hold"

As the order is cancelled it doesn't look like it's possible to process or remove the payment, and the hold won't be released until the payment is processed or deleted, so no further action can be taken within E-Business. Are there any other ways around this?

Thank you in advice for any support
 

Solution

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