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How to add a New Payment for an existing order in Auctiva Commerce

You can add a new payment to an existing order when other payment methods fail or a customer wishes to make a change to their order. This tutorial will explain how to add a new payment for an existing order.

What is a New Payment?

A new payment is an added payment to an existing order that will either be processed so that funds are electronically transferred or simply recorded to the order so that an ending balance can be cleared. When a customer makes an order from your store, by default there will be a payment associated with this order. If for any reason this payment fails, cannot be completed or the customers changes the order, you can add a new payment to complete the order.

Why create a new payment?

The reason for issuing a new payment for an existing order usually depends upon several uncontrollable factors that are initiated when the previous payment fails. You may also need to create a new payment if a customer changes their order by contacting you previous to the order being completed. Here's a list of the most common reasons that you will need to add a new payment:

  • Active payment can't be authorized: When an authorization fails, an "Authorization Failed" payment status will display (for payments using an integrated billing processors only). This typically happens when a customer's card is expired or overdrawn. It's up to you how you approach this issue. If the customer would like to provide another credit card, you can add a new payment to complete this order. It's recommended that you void the failed payment to make sure that it's closed and inactive.
  • Active payment can't be captured: When a capture fails, a "Captured Failed" payment status will display. This typically happens when a customer's card is overdrawn. It's up to you how you approach this issue. If the customer would like to provide another credit card, you can add a new payment to complete this order. It's recommended that you void the failed payment to make sure that it's closed and inactive.
  • Changed order: When a payment is completed (i.e., Captured) via an integrated billing processor, it cannot be changed unless you issue a refund. So, when a customer needs to change the order for any reason other than a refund, a new payment will need to be added to the existing order.
  • Refund for returned items: If items for an order are recorded as returned, the ending balance will change for the order. To clear the ending balance, a new payment can be added. If this is a purchase using a credit card and the funds have been captured, you will not need to add a new payment. In this scenario, you would issue a refund from the original credit card payment.

How to add a new credit card payment

New payments made by credit card will have to be processed. All other payment types are recorded separately and are discussed in detail in the "How to add a new payment record" section below. Make sure that you close any open and active payments for an order by voiding a failed credit card payment. By closing these payments, you will ensure that you will not accidently charge your customer twice.

Step 1. Find the order you need to edit.
  • Click the Orders icon in the upper-right corner. This will take you to the Order Manager.
  • Find the order number of the order you need to edit. Use the search tool if necessary.
  • Click on the "Details" link to the right of the order to load the Summary page of the order.
Step 2. Add a payment.
  • Click on the "Payments" tab. This will load the Payments page that displays the order payment processing details.
  • Click on the Add a New Payment button on the Payments page.
  • Choose the Process Payment option to process a credit card payment.
  • Payment Method: Choose the appropriate payment method. You will need the customer's credit card number and billing information to process a new credit card payment.
  • Payment Amount: Enter in the proper amount to be processed.
  • Name on Card: Enter the customer's name as it appears on their credit card.
  • Card Number: Enter the customer's credit card number.
  • Expiration: Enter the credit card expiration date.
  • Security Code: Enter the security code on the back of the credit card.
  • Click on the Process button. The payment will begin to process.

This completes the task of adding a new credit card payment. You can view the new payment in the Payments page and continue to process the payment until it is complete.

How to add a new payment record

If you are not processing an electronic payment, adding a new payment will create a payment record that will help to complete an order by clearing an ending balance. This is usually done when a previous payment failed (e.g., a bounced check) or for a refund on returned items.

Step 1. Find the order you need to edit.
  • Click the Orders icon in the upper-right corner. This will take you to the Order Manager.
  • Find the order number of the order you need to edit. Use the search tools if necessary. Click on the "Details" link to the right of the order to load the Summary page of the order.
Step 2. Add a payment.
  • Click on the "Payments" tab. This will load the Payments page that displays the order payment processing details.
  • Click on the Add a New Payment button on the Payments page.
  • Choose the Record Payment option to add a new payment record.
  • Payment Method: Choose the appropriate payment method.
  • Reference Number: Enter in the reference number if necessary. This could be a check number if you are processing checks or a transaction reference number if you are using an external method for processing a transaction.
  • Amount: Enter the proper amount to be processed. If this is a refund for a non-credit card payment method, enter the amount to be refunded with a negative sign (e.g., "-24.95").
  • Status: Choose the appropriate payment status for the recorded payment. You can change this later if necessary.
  • Status Notes: Enter in a note if necessary. This note will not display to the customer. It's for administration purposes only.
  • Click on the Save button. The new payment will display in the Payments page. You can edit the payment status from this screen.
This completes the task of creating a new payment record. When you are creating new payments, always remember to void any failed payments that should be inactive and closed.

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