[Skip to main content](#vessel-content) # cancel order-authorize.net- customer still charged ## - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago [\#149251](#149251) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149251 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* was created by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* -- url of the page with the problem -- : [ www.govenom.com](http://www.govenom.com) -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86324 - Thank you received: 14288 - - 12 years 7 months ago [\#149255](#149255) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149255 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* Hi, There is nothing to enable. Payment transaction refund and order cancellation are two different processes. Your client needs to log on his Authorize.net merchant account and cancel the transaction (that's when the customer gets his money back). Once it's done, he can cancel the order in his HikaShop backend. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago [\#149282](#149282) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") Replied by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149282 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* the issue is when during the checkout process they cancel the transaction and are still being charged... is there not a cancel option... i look in the backend orders and the customer has multiple purchase's showing in the orders log... also once an order is made does it not update in the backend showing it's been paid or does someone have to manually change it to completed... Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86324 - Thank you received: 14288 - - 12 years 7 months ago [\#149351](#149351) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149351 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* Hi, There is no cancel button in the checkout of HikaShop. The order is only created at the end of the checkout, before redirecting to the Authorize.net payment page where the user can enter his credit card information. So what you're saying is not possible. An order cannot be cancelled during the checkout of HikaShop. And even if you're talking about the cancel link of the Authorize.net payment page, the use can only click on it before he validates the credit card information form, so it cannot happen that a user click on cancel after entering his credit card data and no money charging can be done before that. Regarding the order not being confirmed after it's been paid, it means that HikaShop is not receiving the payment notification from Authorize.net. I would recommend to check that FAQ (it's for PayPal, but the same check list applies to authorize.net): [ www.hikashop.com/support/documentation/i...or.html#notification](http://www.hikashop.com/support/documentation/integrated-documentation/10-hikashop/33-hikashop-payment-paypal-error.html#notification) Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago - 12 years 7 months ago [\#149352](#149352) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") Replied by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149352 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* so im on the same page... they dont actually confirm and make the payment until they get to authoize.net right? any idea why there might be multiple entries in the backend for the payment? they have to log back in and change the status of the order to completed right or is there a trigger in the backend for this to be done on the authorize.net redirect? thanks Last edit: 12 years 7 months ago by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86324 - Thank you received: 14288 - - 12 years 7 months ago [\#149376](#149376) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149376 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* If you get multiple entries, normally, only the last one should be confirmed and the others cancelled. That's because before you go to authorize.net for the payment, the order has to be created in HikaShop. Then, when the payment is done, the order is confirmed. If however the user clicks on cancel in authorize.net, his order is cancelled and he goes back to the checkout. He can then again go to authorize.net for the payment, etc. That way, you can end up with several cancelled orders but that doesn't mean that there is a problem. It's just the user which is going bakc and forth between your checkout and authorize.net's payment page. No, they don't have to log in the backend to do it manually. That should be done automatically. If that's not the case, it means that there is potentially a problem with the payment notification. That's why I gave you a link to the FAQ on that. IT could also be that you configured Authorize.net to not capture instantly the payments and thus they are only authorized and need to be captured manually in the Authorize.net account. You should check the "instant capture" option of the payment plugin. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago [\#149428](#149428) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") Replied by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149428 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* **the plugin is set to capture instant;y; so, i need to check the settings in the authorize.net account to make sure its being captured instantly and not manually right?** i think the initial issue i had with the multiple entries was due to the fact i had the customer jumping through a bunch of steps...ie sign up...email to verify account then logging back in... i turned that feature off - created a recapture on my registration form im using by **[ offlajn.com](http://offlajn.com)** called **improved ajax login and registration** component... the process is a lot more streamlined now.. ill check the authorize.net account itself for the capture settings... thanks trey Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86324 - Thank you received: 14288 - - 12 years 7 months ago [\#149466](#149466) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149466 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* Yes, you can check the settings of your authorize.net account. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago [\#149485](#149485) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") Replied by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149485 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* nicolas im not recving email notifications from the backend telling me an object has been purchased.... im going to send you the admin info to you... would you mind taking a look and let me know if i've got this setup correctly.. thanks trey Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86324 - Thank you received: 14288 - - 12 years 7 months ago [\#149498](#149498) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149498 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* Are the orders confirmed ? If no, then HikaShop is not receiving the payment notifications or has been configured to not receive them. In that case, you should follow our FAQ on the matter: [ www.hikashop.com/support/documentation/i...or.html#notification](http://www.hikashop.com/support/documentation/integrated-documentation/10-hikashop/33-hikashop-payment-paypal-error.html#notification) If yes, then the problem is with your email settings. In that case the best would be to check them with your hosting company. In both cases, a backend access won't help much. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. - **[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")** - [![treybraid's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/30556-treybraid "View treybraid's Profile") Topic Author - [ Offline](/forum/user/30556-treybraid) Less More - Posts: 40 - Thank you received: 0 - - - 12 years 7 months ago [\#149547](#149547) by [treybraid](/forum/user/30556-treybraid "View treybraid's Profile") Replied by *[treybraid](/forum/user/30556-treybraid "View treybraid's Profile")* on topic *[cancel order-authorize.net- customer still charged](/forum/35-orders-management/866848-cancel-order-authorize-net-customer-still-charged#149547 "-- url of the page with the problem -- : www.govenom.com -- HikaShop version -- : 2.2.3 -- Joomla version -- : 2.5.19 -- PHP version -- : 5.3.28 client is telling me when an order is cancelled with the authorize.net payment gateway the customer is still getting charged. how can i fix or what do i need to enable so this doesnt happen? thanks trey")* would you mind taking a look to make sure ive got this setup correctly while im waiting on the customer to get me their account information.. trey Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL29yZGVycy1tYW5hZ2VtZW50Lzg2Njg0OC1jYW5jZWwtb3JkZXItYXV0aG9yaXplLW5ldC1jdXN0b21lci1zdGlsbC1jaGFyZ2VkP3RtcGw9bWFya2Rvd24=) or [Create an account](/register) to join the conversation. 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