Can't cancel the order

[jsakars]

Steps to reproduce

1. Install Magento 2.0.6
2. Place an order
3. Try to cancel it via admin

Expected result

1. Order is cancelled

Actual result

1. Error is shown: "You have not canceled the item."

There is no button or anything else to cancel item(s) ordered. How should order normally be cancelled?

[NadiyaS]

Hi @werdlv ,
This bug is not reproducible neither on 2.0.6 nor on 2.0.7 versions.
Please provide more detailed steps to reproduce. E.g. ordered product type, shipping method, payment method, etc.

[jsakars]

@NadiyaS there isn't much to add really - simple product, any of standard shipping, payment option. I am not able to reproduce it on 2.0.7

[NadiyaS]

@werdlv ,
so if this bug does not exist on latest Magento version then we can close this issue.
Feel free to reopen this issue if you think you have encountered a bug on latest Magento version.

[romeof1980]

hi @werdlv ,
we were able to reproduce it in Magento 2.1.2
It's not really an issue, because you probably tried to cancel an order with status "processing".
you can indeed cancel an order with status "pending" but not with status processing, because that means you've probably already printed some docs (i.e. the invoice) or there has been a transaction.

try to check if that can be the problem. It's a normal behaviour.

cheers!

[franciskim]

I've been able to reproduce it in 2.1.7 and have recorded it as an animated gif here: Magento 2 Issue – Can’t Cancel Orders

[germaike]

@franciskim Did you get an answer on your problem. Having the same issue on my install as well. It is also a 2.1.7.

[LiamKarlMitchell]

Still happening. Magento 2.2.0
Trying to cancel a Processing order. (Same if it's Held).
User does have cancel permission.

If it helps any.
Order is in processing stage, to be canceled.
Payment Method: Paystation

[sarfarazbheda]

Also facing the same issue.
Order status: Processing
Cart price rule was applied while placing an order.

When tried to cancel the order from the Mass action, Magento throws below error:

-- SQLSTATE[23000]: Integrity constraint violation: 1452 Cannot add or update a child row: a foreign key constraint fails (production.salesrule_customer, CONSTRAINT SALESRULE_CUSTOMER_RULE_ID_SEQUENCE_SALESRULE_SEQUENCE_VALUE FOREIGN KEY (rule_id) REFERENCES sequence_salesrule (sequence_value) ON DELET), query was: INSERT INTO salesrule_customer () VALUES ()

When tried to cancel the order from the order detail page, showing below error:
-- You have not canceled the item.

Temporary solution:
Deleted applied_rule_ids field's data from sales_order table and canceled order.

Please look into this and resolve it.

Thanks.

[ghost]

@sarfarazbheda, could you provide more details? Which Magento version do you use? How did you set up cart price rules? Please provide verbal description or at least screenshots.

[magento-engcom-team]

Hi @engcom-backlog-andrii. Thank you for working on this issue.
In order to make sure that issue has enough information and ready for development, please read and check the following instruction: 👇

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[sarfarazbheda]

Using Magento Version: 2.2.5 [Upgraded from Magento 2.1.8]

Find the screenshots for reference:

[ghost]

@magento-engcom-team give me 2.3.0 instance

[magento-engcom-team]

Hi @engcom-backlog-andrii. Thank you for your request. I'm working on Magento 2.3.0 instance for you

[magento-engcom-team]

Hi @engcom-backlog-andrii, here is your Magento instance.
Admin access: https://i-4567-2-3-0.instances.magento-community.engineering/admin
Login: admin Password: 123123q
Instance will be terminated in up to 3 hours.

[ghost]

@magento-engcom-team give me 2.2.7 instance

[magento-engcom-team]

Hi @engcom-backlog-andrii. Thank you for your request. I'm working on Magento 2.2.7 instance for you

[magento-engcom-team]

Hi @engcom-backlog-andrii, here is your Magento instance.
Admin access: https://i-4567-2-2-7.instances.magento-community.engineering/admin
Login: admin Password: 123123q
Instance will be terminated in up to 3 hours.

[ghost]

@sarfarazbheda, thank you for details that you provided. Unfortunately, I was not able to reproduce it on 2.3.0.

[LiamKarlMitchell]

@magento-engcom-team give me 2.2.0 instance

[magento-engcom-team]

Hi @LiamKarlMitchell. Thank you for your request. I'm working on Magento 2.2.0 instance for you

[magento-engcom-team]

Hi @LiamKarlMitchell, here is your Magento instance.
Admin access: https://i-4567-2-2-0.instances.magento-community.engineering/admin
Login: admin Password: 123123q
Instance will be terminated in up to 3 hours.

[LiamKarlMitchell]

@magento-engcom-team How can I add a processing status to the order and partial payment?
Is there a way to install plugins or access the DB?

[elioermini]

I've recently had the same issue on 2.2.7 when a promo rule was applied and the order was in processing status, deleting the value in the sales_order table as suggested by @sarfarazbheda fixed it but of course, should be fixed the issue in the code.

[ghost]

HI @elioermini this is expected behavior, if you have order in status processing, please do the credit memo.
note: also not able to reproduce on 2.2-develop and 2.3-develop branches

[elioermini]

@engcom-backlog-nazar looks like this issue has been fixed here, thanks #19230

[adarshkhatri]

It happened in 2.3.3-p1 too.

The order had invoice and the invoice was in pending mode. I could cancel the invoice then the "Cancel" button was populated for that order. Then I hit the cancel button then the above error thrown. In exception.log I see this:

[2020-05-20 23:29:38] report.CRITICAL: SQLSTATE[23000]: Integrity constraint violation: 1452 Cannot add or update a child row: a foreign key constraint fails (db.salesrule_customer, CONSTRAINT SALESRULE_CUSTOMER_RULE_ID_SEQUENCE_SALESRULE_SEQUENCE_VALUE FOREIGN KEY (rule_id) REFERENCES sequence_salesrule (sequence_), query was: INSERT INTO salesrule_customer () VALUES () {"exception":"[object] (Zend_Db_Statement_Exception(code: 23000): SQLSTATE[23000]: Integrity constraint violation: 1452 Cannot add or update a child row: a foreign key constraint fails (db.salesrule_customer, CONSTRAINT SALESRULE_CUSTOMER_RULE_ID_SEQUENCE_SALESRULE_SEQUENCE_VALUE FOREIGN KEY (rule_id) REFERENCES sequence_salesrule (sequence_), query was: INSERT INTO salesrule_customer () VALUES () at /vendor/magento/framework/DB/Statement/Pdo/Mysql.php:110, PDOException(code: 23000): SQLSTATE[23000]: Integrity constraint violation: 1452 Cannot add or update a child row: a foreign key constraint fails (db.salesrule_customer, CONSTRAINT SALESRULE_CUSTOMER_RULE_ID_SEQUENCE_SALESRULE_SEQUENCE_VALUE FOREIGN KEY (rule_id) REFERENCES sequence_salesrule (`sequence_) at /vendor/magento/framework/DB/Statement/Pdo/Mysql.php:91)"} []

Upon checking the sales_order table, I see that applied_rule_ids had 25. Upon checking in the system for any catalog rule or cart rule with that ID, it looks like it's already deleted.

Also, I see that 25 does exist in sequence_salesrule table. Is this mean when deleting the cart/catalog rule it supposed to delete from sequence_salesrule table too?