Cannot cancel order via external payment method

Hello Support, 

Is it true, that the only way to cancel an order is via the Lightspeed eCom admin? 

I have built an external payment method for CardGate, and when my endpoint provides the status "paid" for the order, this works fine. 

However, when I call the webhook_url for an order, and my endpoint provides the status "cancelled" or "expired" for that order, in the admin, the order remains with the status "waiting for payment". 

Is that correct?


  • LucienVersendaalLucienVersendaal Moderator, Lightspeed Staff Posts: 991 moderator

    Hi @Richard_CardGate ,

    Thank you for contacting us.

    Could you send me a screenshot of this result?

  • Richard_CardGateRichard_CardGate Member Posts: 4

    As you can see in the screenshots, I simulate an iDEAL transaction that expires. I return to the shop which has the message that I have cancelled.

    However, the Order ORD00124 remains indefinitely with status Waiting for payment, and is not cancelled.

  • JoeyJoey Administrator, Moderator, Lightspeed Staff Posts: 274 moderator


    This is expected behaviour, the message shows that the payment has been cancelled and not the order itself. The customer now has the option to choose a different payment method and try again to complete the order.

    Note that we have Payment Reminders which will remind the customer (by email) of their open (Awaiting Payment) order. This is to increase conversion.

    If you want to cancel the order you would need to update the status to Canceled.

    Hope this helps!

    eCom Support Team
    Lightspeed HQ
  • Richard_CardGateRichard_CardGate Member Posts: 4

    Thanks Joey, you have answered my question.

Sign In or Register to comment.