We’re dealing with a lot of canceled orders — on average, 50% of the orders we capture end up being canceled (not by us). I want to understand the reasons behind these cancellations, the different types of cancellations, where I can find this information, and whether I can export it. For most of the canceled orders, VTEX only shows the reason “Requested by payment notification” — but what does that mean? And what can we do to prevent it?
Good afternoon, Carina!
From what you told me, it seems like these orders are being blocked by your anti-fraud system. To get more information, you can check the transactions area.
There, you can find the entire “conversation” between VTEX and the PCI payment gateway.
Hi Carina,
I recommend reading our topic Dúvidas Frequentes: Pagamentos com cartão não estão funcionando | Erros nas transações com cartão de crédito | Como ler os logs das transações para identificar problemas de autorização?, where we explain some transaction log scenarios and possible causes for these cancellations.
In general, transaction logs record the entire payment process and, therefore, if there is an error it will be recorded there.
Eduardo Luciano
Field Software Engineer | VTEX
Hi, Carina, how are you?
The cancellation reason, when the request is made by the customer themselves, can be obtained in three ways.
1- Via the GET Order API, this information is available in the cancelReason field.
2- Through the order export report, in the spreadsheet it appears in column (BT) Cancellation Reason.
3- Through the order interaction logs.
Now, when an order is canceled due to non-payment, we only receive the information from the gateway and the cancellation process is triggered automatically:
For credit cards, the payment notification can mainly be due to a declined authorization. For PIX and Boleto, it occurs due to non-payment.
If you still have any questions about this, feel free to ask here! 
Márcia Alves
Field Software Engineer | VTEX
@marcia.alves one question, how do I tell the difference between orders canceled by the fraud prevention system and when it’s due to non-payment?
Hi, Carina!
You need to check the order transactions — orders cancelled due to non-payment will usually have a log entry indicating a pending payment. When it’s due to the anti-fraud system, it will also appear in the logs, usually showing analysisrisk denied.
Marcia, I’m not very familiar with logs and stuff like that, could you show me in a more specific way how I can identify it?
Hi, Carina!
In these cases, you really do need to check the interactions and transactions on the orders themselves, okay?
I’ll share some of our Help articles on this topic:
Why was my order canceled?
Decline order cancellation request
Order flow and status
View transaction details in Orders
We also have this topic in our community that can help you understand transaction logs:
Hi Marcia, how are you?
Do you happen to know which API I can use to get the value of the