 | "Payment Pending" means that the One Off charge must be paid before the orders can be processed. Payment Pending packages are created in the Catalog zone, see Catalog Management for more information. |
Generally, package charges are flagged as "Online Payment" meaning the customer is required to make an upfront credit card payment in the store wizard as part of the package purchase. In some cases however, you may opt to provide an "In Person" option for the One Off charge. In such a case, the One Off charge is applied when the customer completes the Store purchase and the order is flagged as "Payment Pending".
The following is an example of a Payment Pending notification displayed to the customer upon purchasing an "In Person" package:
"Payment Pending" package orders can transition in two ways, either
- The One Off charge is paid - the order transitions to "New" and can then proceed through the usual order life-cycle, or
- The "Payment Pending" package order is cancelled.
Paying the Payment Pending charge
Generally, a customer can make a payment via the Customer Portal. This task is therefore only required if you have been requested to make the payment on the customer's behalf.
- Navigate to the Requests zone.
- In the Requests list, select the Payment Pending package order you wish to make a payment for.
- On the Requests details screen, locate the Payment Pending notification panel.
- Click Record Payment.
- The "Record Offline Payment" screen is displayed.
- Select the appropriate payment method in the Payment Type dropdown. For example, select "Cash" if the customer is paying by cash.
- Enter a brief description. Use this to describe the payment, for example "Customer paid in cash at kiosk 3". This will be displayed on the customer's billing record.
- By default, only the One Off charge for the Payment Pending package is selected. If the customer wishes to pay for additional charges, tick additional charges.
- Click Submit Payment to perform the transaction.
The One Off payment is made. The Payment Pending package and its component orders are changed to "New".
Canceling a Payment Pending order
- Navigate to the Requests zone.
- In the Requests list, select the Payment Pending package order you wish to cancel.
- On the Requests details screen, locate the Payment Pending notification panel.
- Click the Cancel Order link.
- A "Cancel Order" screen is displayed. Enter the reason for cancellation. NB. This reason will be displayed to the customer.
- Click Submit.
The package and its component orders are changed to Cancelled.
When a Payment Pending order is cancelled, the One Off charge is refunded to the customer.
