{"section":"faq","requestedLocale":"en","requestedSlug":"why-doesnt-the-payments-finalize-the-cancellation-of-a-transaction","locale":"en","slug":"why-doesnt-the-payments-finalize-the-cancellation-of-a-transaction","path":"docs/en/faq/financial/why-doesnt-the-payments-finalize-the-cancellation-of-a-transaction.md","branch":"main","content":"This happens when a transaction continues in `Cancelling` status indefinitely, preventing it from being cancelled and, consequently, preventing a request in OMS. This happens when VTEX is awaiting a response from the gateway system, but the correct response is not sent. We can see in the picture below an example of a gateway response preventing VTEX from proceeding with the cancellation process:\n\n![resposta-inadequada-pci-gateway](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/faq/financial/why-doesnt-the-payments-finalize-the-cancellation-of-a-transaction_1.png)\n\nTo solve this, you must contact the gateway responsible for payment, give the transaction details and request cancellation."}