Customer placed an order, it remained paid (according to
Top > Commerce Director > Online Payments > Setup > Online Payment Processing):
Payment processing occurs automatically, but subscription creation requires manual approval
For the details see Setting Transactions Approval and Processing Mode.
Customer placed another order and it canceled the first one, balance was not change properly.
Software issue PBAS-21614 that was fixed in OBAS 4.5.5.
To resolve the issue, please upgrade to 4.5.5 as described in How to upgrade OBAS system to the latest available version.