We are using the native shopify connecter with bidirectional sync for sales orders - and i found that if i cancel orders is shopify, it cancels the order in acumatica properly.
but if i cancel the order in Acumatica, the moves to “Cancelled” in shopify - but the payment does not get “Voided”, it just remains authorized and i have no way to manually cancel it in shopify. i reached out to shopify plus support and they said it needs to be done by the API.
Anyone have any insight into this?
+9There should a Refund button on Shopify side that you can use to process the payment refund.
As far as I can tell when Acumatica is pushing back the cancelled order to Shopify it always pick the “Later” function and leaves the refund to be manually processed on Shopify side.
But this also depends on what Payment Processor is configured on Shopify and Acumatica and how your payments are actually pulled into Acumatica and linked to the processor.
i don't have this option on my end. its also not captured - only authorized so i cant refund.
we are using shopify payments. any configuration screenshots i can share to help understand?
+7
Since you canceled the order, the authorization will fall off automatically and the hold on the customer card will be released.
But the authorization falls off on July 22nd - 30 days after the order date.
No customer will be happy to hear that they have a 30 day hold on there credit card for an order that was cancelled.
And when i cancel the order directly in Shopify the payment DOES get voided immediately - so why does the same not happen when cancelled in Acumatica?
+9Open a case with Acumatica’s support. This is coming to either waiting till the Authorization expires or to sending an API request to cancel the Authorization, but you will need to build that specific request to match this sales order.
+9But the authorization falls off on July 22nd - 30 days after the order date.
No customer will be happy to hear that they have a 30 day hold on there credit card for an order that was cancelled.
And when i cancel the order directly in Shopify the payment DOES get voided immediately - so why does the same not happen when cancelled in Acumatica?
What version of Acumatica are you using? There is a depreciated API that Shopify still supports that still cancels the order, but does nothing about the payment portion.
+7But the authorization falls off on July 22nd - 30 days after the order date.
No customer will be happy to hear that they have a 30 day hold on there credit card for an order that was cancelled.
And when i cancel the order directly in Shopify the payment DOES get voided immediately - so why does the same not happen when cancelled in Acumatica?
It must be a gap in the connector functionality. You can create an idea and ask folks to vote for is, and then Acumatica implement it in future versions of the connector. Or you can customize the connector. Or - and I would start with this, as
+9
I couldn’t find any known issues for this build that will describe this behavior. So I think the path forward is to open a case with Acumatica’s support team and see if they have either a hot-fix or can provide you with the request to cancel the authorization.
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