Steps in the screenshots correspond to the numbers in the headings.
Payments
All credit card payments for orders in eCommerce are ran through an authorization process. This ensures that the card is valid and puts a hold on the card for the amount of the order. This authorization is good for 29 days, after which, another authorization would need to be performed.
Prior to shipping an order to a customer, we must capture payment from this authorized card. Follow the steps below in order to find and process orders that need funds captured.
Requirements: Admin access to eCommerce and access to the “Orders Ready for Funds Capture” report in Salesforce
This process will most likely be done by the CSR Supervisor but can be done by anyone who has access listed above.
1. View the “Orders Ready for Funds Capture” report on the CSR homepage in Salesforce. This report updates daily and will show all orders that are Completed and ready for payment collection.
2. Navigate to the Big Commerce Admin module website. Log in and click on the Orders tab.
3. After clicking on the Orders tab, you will be taken to the View Orders screen. On this screen, you need to type the first order number from the “Orders Ready for Funds Capture” report into the filter box at the top of the screen and then click the Filter button.
4. Enter an order number from the list and click the filter icon. This will bring up the order details.
5. In the middle of the order details, you will see a small credit card icon. Click on this icon to capture funds for the order using the credit card information previously authorized.
6. A confirmation message will appear. Click OK to Proceed.
7. Once funds have been captured, the credit card icon will disappear from the order and it will change to a Completed status. This completes all the steps to perform in eCommerce.
8. The final step will be to mark the order as Paid in Salesforce. To do this, navigate to the corresponding Salesforce order record that was listed on the “Orders Ready for Funds Capture” report. Once you are on the order record, click on the Details tab to view Order Information. Scroll down until you see the “Paid?” field.
9. Click the pencil icon to edit the field.
10. Once the field is in edit mode, check the box.
11. Click Save. The order is now paid for and can be shipped to the customer.
Refunds
If a credit card order needs refunded within eCommerce, follow the process below:
12. Navigate to the order in the Admin module of eCommerce. This can most easily be done by entering the order number in the Filter box at the top of the Order screen.
13. Click on the Action menu at the far right of the order row.
14. Select Refund from the list of available options.
15. After clicking Refund from the Action menu, you will be taken to the Refund order screen. This screen will give you a summary of the order and will allow you to offer a full refund for the order or refund individual products. Under the Refundable Items section, select whether you would like to “Refund individual items” or “Refund entire order.” If refunding individual items, you will need to select the order product to be refunded and signify the quantity. You also have the option to refund all or part of the shipping cost for this product.
It is rare that we would use the full refund option. The only time that this would be applicable would be if funds had already been captured and for some reason we have to refund the money.
16. Once you have selected the type of refund you want to issue, you must then choose the refund method. To refund the customer’s credit card directly, select the “Credit Card” option. DO NOT check the box that says “Refund transaction processed external to Big Commerce”. You may also enter a reason for the refund in the “Reason for refund” box at the bottom of the page. After completing all the information on the page, click the “Confirm Refund” bottom at the bottom right.
DO NOT check the box that says “Refund transaction processed external to Big Commerce”.
This is a screenshot of what a partially refunded order looks like. The order status has been set to “Partially Refunded”, the quantity refunded is listed below the order product, and the refunded amount is listed below the Grand Total.
This is a screenshot of what a fully refunded order looks like. The order status has been updated to “Refunded”, the order products have a line through them, and the refunded amount is listed below the Grand Total.
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