When a transaction is pending settlement (Status shown in WooCommerce is "Processing") you can cancel a transaction to prevent settlement from completing.
- To cancel a transaction, go to WooCommerce > Orders.
- Click on an order in the table to load the order details.
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When viewing details of the order, on the right of the page, under the "Order actions" heading, click the drop-down box and select "Cancel payment via Trust Payments", then click the "Update" button that is directly beneath it.
- If successful, the order Status will update from "Processing" to "Cancelled" and a request will automatically be sent in the background to cancel the pending transaction on the Trust Payments platform. (This may take a few seconds to update in order to facilitate the sending of notifications. If you don't see the change immediately, please check the order again in a few seconds)
Otherwise, you must process a refund to return settled funds back to the customer.
- To process a refund, go to WooCommerce > Orders.
- Click on an order in the table to load the order details.
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Click the "Refund" button below the order item list, and enter the amount to be refunded.
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Click "Refund [amount] Trust Payments".
If you have the “Refunded Orders” email enabled in WooCommerce, then an automated email will be sent to the customer to inform them of the refund. If you entered a reason for the refund this will be included in the email.
