Why are my orders for invoices or pre-payments are cancelled?

The payment process for invoices and pre-payment have to be distinguished

Invoices

Invoice payments are directly in the state Fulfill. However, the payment state of the invoice is tracked. If the payment is received you can either create manually a payment receipt or the payment receipt is created automatically due to processes like ESR. 

However, if the dunning module is active and the end of the dunning flow is reached the invoice will be derecognized. Please note that this is synchronized to the Shopping cart if you use a plugin and this will generally cancel an invoice.

You can create dunning flows that will remind your customers of open invoices. 

Pre-payment

The process with pre-payment transactions is different. Pre-Payment transaction are automatically in the state Completed until the payment receipt is created manually or automatically (by using ISR). Please note that also Pre-Payment transactions are cancelled in case they stay open for to long. This is controlled by the setting payment terms and overdue time. 

• Payment terms: This means the payment term until when the payment is expected and should be paid.
• Overdue Time: Determines how long the payment will be marked as overdue before it is cancelled.

Note there is the option to send reminders that are sent out for open pre-payment transactions.