Cancellation

Cancellation is a feature that allows the merchant to reverse a purchase order. Cancellation can occur due to insufficient stock or due to withdrawal of the purchase by the consumer, among other reasons.

In the API E-commerce Cielo it is possible to make the cancellation request for debit and credit cards.

• For authorized and uncaptured transactions (transactional status = 1), cancellation may be requested before the transaction is automatically rolled back.

• For captured transactions (transactional status = 2), cancellation can be requested 1 day after the capture and up to 360 days after the sale is authorized. The approval of this cancellation order is subject to the assessment of the balance in the merchant's financial agenda at the time of the request and the approval of the bank issuing the card used in the transaction.

For cancellation requests of the same transaction, you must to wait a period of 5 seconds between one request and another, so that the balance inquiry, reserve the amount in the financial agenda and awareness of the balance can be carried out, thus avoiding duplicate cancellations. This rule applies to total and partial cancellations. To identify that cancellation requests are from the same transaction, we consider the EC number, cancellation authorization number, date of sale, sale amount, and NSU.

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Warning

In order to make any cancellation request, the merchant must have sufficient balance in the transaction and in the agenda.