3.5. Order Actions

You can perform the following actions over order in the Order monitor window: payment confirmation (Charge), payment cancellation (Refund), print the bill (Print receipt).

Right click on the desired order opens the order's context menu. You can select necessary actions in this menu.

You also can select several orders and perform action over the group of orders. Hold CTRL button and select orders via click on the order, or hold Shift button and select range of orders using up/down cursor keys. After selection of orders you can open context menu and select action.

There are check boxes on each row in action window and only selected orders will be performed by action (any of actions which is described below). If you don't want to perform an action on some orders in the list – just remove check mark on them before action performing. 

3.5.1. Order payment confirmation

If merchant uses a double-phase payment mode then after completing authorization the enterprise has 4 days to confirm the payment (to confirm money withdrawal from the customer's account). Any enterprise's user (who has appropriate rights) can confirm the payment by right-click on the order(-s) and selecting 'Charge' option in the order's context menu.

You can easily find all unconfirmed orders by selecting 'Delayed' in the 'Order state' filter. Orders which await payment confirmation and which are within the selected time period (and probably other criteria applied if they are filled) will be shown.

When you select 'Charge' option in the order's context menu the 'Charge' window will appear as it shown on the picture below.

Order payment confirmation dialog

The list of the order properties, which are displayed in the confirmation window are described in the table below.

List of the displayed order properties in the confirmation window

If confirmation is not required for order then it is not marked and 'Result' field shows related message.

'Charge amount' by default filled by full authorized amount. Some processings allow to confirm partial amount. For this – enter the desired amount in the 'Charge amount' field.

If merchant works with the cheque and sends the cheque items when ordering, then the confirmation can be performed only for orders with cheque items.

If your merchant works with the cheque, but does not send the cheque items when ordering, you can add the necessary cheque items manually on confirmation.

Order items on confirmation

If there is fiscalization for the confirmed order, the corresponding parameters are also displayed in the confirmation window. Depending on the fiscalization settings agreed with the merchant, the following options of the displaying parameters are possible:

• Fiscalization is performed at the order authorization. The all fiscalization parameters must be sent by the merchant with the authorization request. If the fiscalization parameters were not sent, then they are set by default according to the merchant settings. The fiscalization settings are not available for editing in the confirmation window.
• Fiscalization is performed at the order confirmation. If the fiscalization parameters were sent, they are displayed in the confirmation window and are available for editing. If the fiscalization parameters were not sent, then they are set by default according to the merchant settings and available for editing in the confirmation window.

To add an item, call the context menu with the right click on the empty field of the order item table.

Order items context menu

If you select the "Add" option in the order items context menu then a window opens where you can enter the order item parameters.

Item adding window

After filling the "Price" and "Quantity" fields, the "Calculate" button becomes active. Pressing this button automatically fills the "Amount" field with the calculated value (Price*Quantity).

List of parameters, which have to be filled is specified in the table below:

List of parameters in the item adding window

After adding the next order item, all items will be displayed as a table in the "Charge" window.

Charge window with the list of items.

Using the context menu, you can also edit or delete the added items.

Confirmation can be carried out in full or in part on the marked items.

After pressing 'Charge' button the 'Result' column will show the results of confirmation for each order which was selected. In case of failure the corresponding error message is displayed in the 'Result' field.

If confirmation fails due to technical reason, the confirmation can be repeated. Repeated confirmation can't make a double withdrawal from the customer's account, only one successful charge operation is possible.

Payments, which are not confirmed in time (5-14 days depending on the bank) are automatically canceled.

3.5.2. Payment cancellation

Personal account allows to perform following types of refunds and cancellations: authorization return, partial cancellation, cash refund and financial transaction cancellation.

Authorization return (on-line cancellation) is a procedure for the cancellation of authorization by credit card payment before financial transaction* is created.

* Financial transaction – is process of providing to the processing center of payment information to clear the payment transaction (to confirm the customer account withdrawal)

Normally the authorization can be canceled within the same day when this authorization is made.

Authorization return can be performed only on the full authorization amount.

Partial cancellation is admissible for processings that allows this, before the financial transaction is effected. When a partial cancellation is performed after the successful authorization the financial transaction will be performed for the remaining amount of the payment.

Partial cancellation for enterprise which operating based on the double-stage payment mode is possible only after payment confirmation (before the financial transaction is performed).

Financial transaction cancellation is the cancellation of the credit card payment operation. It is performed after the financial transaction had been performed.

The financial transaction cancellation operation implies a full refund, taking into account the possible performs of the currency differences on the date of payment and on the date of financial transaction cancellation.

A financial transaction can be canceled only for processings that have ability to perform this operation.

Cash refund is a procedure of full or partial funds return to customer over payment that was performed in the enterprise's Internet-shop using credit card. Refund operation can be performed after the financial transaction has been performed.

Refund operation applies for any types of return on DCL, JCB and AMEX cards.

Refund is applicable for any partial amount returns.

Refund operation can also be applied to returns of a full amount, when only such type of cash return operations is admissible for the processing.

When you select 'Refund' option from the order's context menu the window with the orders' parameters will be opened.

Payment cancellation window

List of the displayed parameters is presented in the table below.

List of order parameters in payment cancellation window

When cancellation can't be performed, the order is not selected and the 'Result' field shows the corresponding message.

Column 'Cancel amount' contains (by default) the full authorization amount. It can be changed (decreased) in case when a partial cancellation is required (for example the customer decided to return a part of the ordered items). The 'Reason' field should be set according to reason of cancellation. By default it is set to 'Merchant deny' value.

After pressing 'Cancel' results of cancellations are displayed in the 'Result' column while fields 'Cancel count' and 'Cancel amount' are updated according to results of operations. In case of cancellation's failure the corresponding error message is displayed. Usually in this case you can try to effect cancellation again.

If the cheque data was transfered with the order creation, then a double click on the order row in the refund window opens a new window in which the order items are displayed. The cancellation of such orders can be done only by the full or partial cancellation of their items.

Order items with a cheque in the refund window

By default, all items are marked for refund and the total quantity of product for refund and its amount are indicated in the column "To refund". However, you can also cancel an incomplete quantity of product of the item. Double click on the quantity of product in the row of refunded position allows you to start editing it. You can change the tax rate for the refunded position, if it is necessary.

Editing the quantity of product to refund

Pressing the "Cancel" button cancels the purchase of the specified quantity of product in the specified item. Now, after reopening the refund window, the amount to be refunded for this order will be displayed in the top row, as well as the previously returned amount.

Result of partial refund on one order item

If you want to cancel the whole position, just mark this row and click the "Cancel" button.

In the "Operations" tab, you can see all the operations for this order. In the example below, there are three operations - payment, partial cancellation of one position and the complete cancellation of this position.

Displaying operations for an order with refunds

For each of the operations in the order, a separate fiscal receipt is generated.

List of fiscal cheques for the order

Features in cancellations on payments via the e-wallet

When you return the money on the e-wallet, the refund amount shouldn't exceed the current day balance of the merchant on the corresponding e-wallet (the total amount of successful payments minus the commission of the bank, minus the total amount of successful returns). If the cancel operation can't be performed it is denied with the error code 5 - 108 returned in the "Result" field and details for the error are "The amount of cancellation is more than merchant turnover for the current day". In this case, you can try cancel again later or at the end of the day, when you will have a sufficient amount of successful payments.

Partial cancellations on e-wallets (partial and full cancellations on QIWI) are prohibited during the calendar day (according to the time zone of Moscow).

Result of cancellation on payments via WebMoney becomes known in some time (usually - a few minutes). The order status doesn't changes immediately after the operation, the "Result" field indicates status Approved or PartialCanceled (if you have already canceled a part of the order amount) and the cancel operation in order details will be in the state "In process". Status of the cancel operation will be upgraded after a few minutes.

Result of cancellation on QIWI payment can be delayed (in some cases) similar to the results' delay for WebMoney cancellation.

3.5.3. Printing of receipt

If you select the 'Print receipt' option in the order's context menu then the window appears with selected orders. Order parameters that are displayed in this window are described in the table below.

List of order parameters in the 'Print receipt' window

Printing can be performed to a PDF file or on a printer. To print receipt on printer – select the desired order(-s) and click 'Print receipt' button. To export receipt to PDF file use 'Export to PDF' button.

Default printed receipt looks as follows: