Order Management can authorize only, or authorize and capture, order
payments before order allocation. This functionality applies to orders imported from B2C
Commerce or orders created in Customer Service Center. (For Customer Service Center orders, to
capture payments before allocation, the Customer Service provider setting Order Entry Payment
Transaction Override must be set to Sale.)
When payment is captured at the time of order
placement, Customer Service Center handles refunds as follows:
- Order has not been allocated (no invoice has been generated): A refund transaction is
executed
- Order has been fulfilled (an invoice has been generated and closed): A credit memo is
generated for the refund and associated to the invoice
- A partial invoice has been generated (partial fulfillment or split shipment): The refund
is split between a credit memo associated with the invoice and a refund transaction
associated with the unallocated order items
If payment was captured before allocation, and a Customer Service Center user modifies
the order, then clicking
Calculate displays any refund in the Total
Excess Funds field. If any previously calculated credit was applied, it's included in this
total. See
Modifying Existing Orders in Customer Service
Center. The process to refund excess funds to the customer is configured in the
Customer Service Provider setting,
Order Edit Refund Credits and Excess Funds, as follows:
- Auto: Excess funds are refunded automatically when the Customer Service Agent applies
any credits or refunds. (Default setting for new clients)
- Optional: A Customer Service Center user can choose whether to refund excess funds.
(Default setting for legacy clients)
- None: Excess funds are not refunded through Customer Service Center.
For example, If the Customer Service Center user checks the
Credit excess
funds immediately checkbox, the user is then prompted to identify the credit
destination and reason for adjustment. Clicking
Submit processes the
refund. For Auto or Optional refunds, the order detail page includes the update to the order,
the refund transaction, and the recalculation of the Summary totals.
The following table
describes the fields and buttons that appear below the Calculate button on the Order detail
page.
| Fields and Buttons |
Description |
| Total Excess Funds |
The credit amount based on miscellaneous credits or item-level credits plus any
previously calculated credit that was applied. |
| Credit excess funds immediately checkbox |
If the Customer Service provider setting is set to Optional, the Customer
Service user can choose whether to refund the excess funds immediately. Select this
box to immediately refund the excess funds. The Eligible Credit Destinations and
Reason for Adjustment sections appear. and must be populated. |
| Total Amount to Credit |
The amount to credit to the customer. This total includes any previously
calculated credit that was applied. If the Customer Service provider setting was set
to Optional and the user doesn't select the Credit excess funds
immediately checkbox, the Total Amount to Credit remains at
0.00. |
| Eligible Credit Destinations section |
The credit destinations to apply the credit. For example, Original Payment
Method or Gift Card. |
| Submit button |
Click to process the refund to the customer. |
| Order Updated section |
Lists the updated actions performed for this order. It appears at the top of
the Order detail page. |
| Related Payment Transaction section |
Lists the payment transaction records that track the refund. For example,
"Refund - This transaction has been approved." |
| Activity History section |
Shows the activities associated with the payments. |