{"section":"known-issues","requestedLocale":"en","requestedSlug":"order-changes-can-leave-capture-cancellation-and-refund-amounts-out-of-sync-with-the-order","locale":"en","slug":"order-changes-can-leave-capture-cancellation-and-refund-amounts-out-of-sync-with-the-order","path":"docs/en/known-issues/Order Management/order-changes-can-leave-capture-cancellation-and-refund-amounts-out-of-sync-with-the-order.md","branch":"main","content":"## Summary\n\nWhen an order is modified through Change Order (Order Modification), for example removing items, reducing quantities or prices, or applying a financial charge, the Sales Order System (SOS) recalculates how much must be cancelled, captured (settled) or refunded on the payment transaction. In some scenarios this recalculation mixes amounts from before and after the change, and the values sent to the payment provider no longer match the order or the invoice.\n\nThis mainly affects **partial cancellations** (changes that reduce the order value); scenario 4 is the exception and involves a change that adds a financial charge. The known scenarios are:\n\n\n1. **Interest is not returned on partial cancellation (installments with interest).** When an item is removed from an order paid in installments with interest, SOS cancels only the item value **without** the interest. The shopper keeps paying interest on an item that is no longer in the order. Example: order 100.00, transaction 127.30 (27.3% interest), remove an item of 10.00 → 10.00 is cancelled instead of 12.73. Affects Change Order V1 and V2.\n2. **Capture lower than the invoice, or no capture, after a partial cancellation.** When the order is invoiced after a partial cancellation, the amount already cancelled by the change is deducted a second time from the capture. The capture ends up lower than the invoice or, when the result is zero or negative, no capture is sent at all (no error is shown). The outbound invoice is issued normally; only the capture is wrong. As a consequence, refunds of later returns are refused by the payment provider because they exceed the captured amount. With more than one transaction in the order, the cancellation made on one transaction can also be deducted from the capture of the other. It happens in orders where no payment has interest (reference value equal to the payment value), regardless of the number of installments. Verified with Change Order V2.\n3. **Capture higher than the invoice after a partial cancellation.** In some orders, the capture after a partial cancellation is calculated as if the order had interest, and the amount captured is higher than the invoice.\n4. **Native split with a financial charge applied unevenly between suborders.** In natively split orders (multiple suborders sharing one transaction) with a financial charge applied through separate Change Orders per suborder (increment), the capture of the first invoiced suborder can be lower than the invoiced amount when the charge is asymmetric. The remaining balance may repeatedly fail to auto-capture, leaving the transaction in `Settling`. No cancellation is involved in this scenario.\n5. **Goodwill or refund invoice blocked after a partial cancellation.** The refund generated by the order modification is subtracted a second time when calculating the amount available for refund. Submitting a goodwill/input invoice with refund then fails with `400 BAD_REQUEST — \"Unable to use the restitution Refund more than 0.0\"`.\n\nThe capture, cancellation and refund amounts are calculated by SOS, not by the payment provider. Engineering confirmed these scenarios as bugs. They are instances of the same family of cause (values on different bases combined in the partial cancellation and capture calculations, in different code paths) and are expected to be addressed by the refactoring of that calculation. There is no ETA at the moment.\n\n## Simulation\n\nScenario 1: create an order paid in installments with interest, remove one item through Order Modification, and compare the value cancelled in the transaction with the item value plus its share of interest.\n\nScenario 2: create an order without interest, remove one item through Order Modification, then invoice the remaining items. Compare the capture amount in the transaction with the invoice value.\n\nScenario 5: create an order of 100.00 with two items (A = 70.00, B = 30.00), remove item A through Order Modification, then try to process a refund through Goodwill.\n\nScenarios 3 and 4 have no simple reproduction steps.\n\n## Workaround\n\nThere is no workaround available."}