This should not happen very often. The top panel on the CSR Dashboard is for unpaid orders. This will allow CSRs to stay on top of credit card orders that have the authorization expiring in the near future.
There could be any number of reasons why you may have to re-authorize the credit card.
Price has increased
There may be times where, especially with repair orders, the original quoted price will not be enough to cover the repairs. This will be the case EVERY time you have a zero dollar price quote, as well as times on priced quotes as well. In these situations, customers will be sent an email with a link to a new cart.
Upon checkout in eCommerce, the credit card will be authorized for the new amount. Under normal situations, this should process seamlessly without further intervention from the CSR Team.
On the off chance that the credit card transaction fails, credit card payment will need to be manually processed by the customer service team. The customer will need to be contacted and the credit card information will need to be processed manually prior to shipment.
If the price on the original quote or order has gone up, once the customer checks out authorizing the increased amount, the old order will be canceled and the new order will be created in eCommerce. Salesforce will link the old and new orders together.
Repair or Fulfillment is taking longer than expected and Credit Card authorization expires
When the Quote/Order is originally generated, if the customer pays by Credit Card or PayPal, eCommerce will authorize a charge for the amount of the purchase. That authorization is good for 29 days.
If, for whatever reason, it takes us longer than 29 days to fill that order, that authorization will expire.
At that time, the CSR or CSR Supervisor will reach out to the customer to let them know of an estimated delivery date, as well getting the information they need to re-authorize the credit card.
Re-triggering the Cart
With the latest release, we have added the ability to re-trigger the cart from the Order Screen under Order Details.
Click on the pencil icon to access the line. Click the Retrigger Cart checkbox and SAVE.
An email is sent to the eCommerce email on record for the account. Click the Link to Approve Order Payment.
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