{"section":"known-issues","requestedLocale":"en","requestedSlug":"error-to-cancel-private-label-transactions-with-sitef","locale":"en","slug":"error-to-cancel-private-label-transactions-with-sitef","path":"docs/en/known-issues/Payments/error-to-cancel-private-label-transactions-with-sitef.md","branch":"main","content":"## Summary\n\nWhen attempting to cancel a **Private Label** transaction processed through the **Sitef** connector, the cancellation process is incomplete. The Sitef cancellation flow requires two steps — `beginCancel` and `doCancel` — but for Private Label transactions, only the first step (`beginCancel`) is executed.\nThe second step fails because the `accountId` field is `null` for Private Label transactions, which prevents VTEX from completing the cancellation with the connector. As a result, the transaction is marked as cancelled on the VTEX platform, but **remains active on Sitef's side**, requiring manual intervention directly with Sitef to complete the cancellation.\n\n## Simulation\n\nUnable to reproduce in a controlled environment without a Sitef account with a Private Label payment method configured and test card credentials. The issue manifests in production when a cancellation is triggered on a captured Private Label transaction through Sitef.\n\n## Workaround\n\nThere is no workaround available on the VTEX side. The merchant must **contact Sitef directly** to cancel the transaction on their end."}