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Transaction Canceled but Buyer Not Credited

Why isn't the canceled transaction credited to your buyer's account?

In a typical scenario without any specific store settings, a credit card payment occurs in two distinct steps:

  • The customer's payment.
    In this case, the transaction has the status Waiting for capture and is visible on the Transactions is progress tab.
  • The bank settlement (an automatic process that occurs every night at midnight).
    Following the bank settlement, the transaction changes status to Captured. The transaction is now visible on the Captured transactions tab. The bank settlement involves debiting the buyer and crediting your bank account.
A cancellation can only be made if the transaction has not yet been settled, meaning the customer has not been debited the amount. This does not result in any transfer of funds.

When a cancellation occurs, we issue a “correction request” to the buyer’s bank, which may take a few days to process.
Depending on the card held by the buyer, the amount may appear on their account or in their tracking tools as soon as authorization is granted, and until the correction is processed by the bank.