Manage Payments for Modified Orders

When the original order was placed, a total payment amount was calculated and payment was authorized. If the order is placed on hold and a modified order is submitted to replace the original order, the total payment amount for the modified order might be higher or lower than the total for the original order.

The exact payment processing for the modified order depends both on the type of change (higher or lower amount) and the payment tenders used. The client application handling the order modification (for example, a customer service application) is responsible for managing the payment logic for each possible scenario and making the appropriate payment API requests when processing the modified order.

If Total Amount Is Unchanged

Some order modifications might not affect the total amount for an order. For example, a customer could replace an item with an equal-priced item, such as a different color of the same shirt. Or there might be a shipping address change that doesn’t cause any impact to shipping costs or taxes.

If the total amount for the order remains unchanged, generally you can let the existing payment stand for the replacement order, and no additional payment processing is needed during the order modification. There is one exception: if the customer changes payment information directly, for example, by changing the payment tender, then payment API calls are needed to process the payment changes.

If Total Amount Increases or Decreases

Many possible changes can affect the total amount for an order. Adding items or increasing quantities might increase the total. Reducing quantities, removing items, or applying promotions might decrease the total. Changing the shipping method or shipping address might affect the taxes, duties, or fees that apply to the order.

If the modified order total amount is higher or lower than the original order total amount, then payment API calls are needed to process the change. In addition, payment processing must take into account any changes in the payment tender. Changes can include:

  • Splitting the tender, or adding a payment method to the modified order
  • Unsplitting the tender, or reducing the number of payment methods used
  • Replacing one payment method with a different one

Manage Each Tender Separately

To simplify the payment logic for modified orders, consider the payment impacts on a tender-by-tender basis. For each tender that plays a role in the original order or the modified order, determine whether the total value for that tender increases, decreases, or remains unchanged in the modified order, and make the necessary payment API calls as described in the sections below.

Payment Methods that Do Not Support Voids

Some payment methods do not support voids. Examples include BillMeLater/Paypal Credit, purchase orders, points redemptions, and some gift card vendors. If an order was made using any of these methods, you cannot modify the order in a way that impacts the order total for those payment methods.

If the original order used one of these payment methods, voiding the original payment transaction is not an option.

  • If the modified order has a greater total amount, you can capture the difference using a different payment method that is appropriate and convenient for the customer.
  • If the modified order has a smaller total amount, depending on the payment method, you can settle the payment for the smaller amount, or issue a refund or credit to the customer, using the most appropriate and convenient method.

Credit Cards

Encrypted credit card payment information is included in order details information for the original order. The encrypted payment information can be reused to generate additional authorizations or payment transactions for the modified order.

Take care to follow PCI standards for storage or collection of any payment information.

Decreased Value, Credit Cards

If the modified order applies a decreased value to a credit card, no action is needed for the prior authorization. The authorization will eventually expire. If some value will be used from the previous authorization, let the previous authorization stand, and the lesser amount will be settled

If no value will be used from the previous authorization, perform a rollback or authorization cancellation.

Increased Value, Credit Cards

If a modified order applies an increased value to a credit card, more than the authorization amount for the original order, complete the following actions:

  1. Cancel the previous authorization
  2. Create a new authorization for the new total amount

This two-step process ensures a seamless settlement process.

Note: In some cases where the customer credit account is close to its maximum credit limit, the new authorization might be declined as a result of the payment card provider’s time lag in canceling the prior authorization. This scenario is possible but is expected to be uncommon.

Gift Cards

Encrypted gift card payment information is included in order details information for the original order. The encrypted payment information can be reused to generate additional authorizations or payment transactions for the modified order.

Decreased Value, Gift Cards

If a modified order applies a decreased value to a gift card, the ordering application must orchestrate a refund on the gift card. Take the following steps:

  1. Submit a redeem void to replace funds from the original order on the card
  2. Check the balance of the gift card
  3. Redeem the appropriate modified order value from the gift card

If the consumer does not have the gift card in their possession, customer service can issue a new gift card for the balance as part of the order (after redeeming any remaining value on the card), or handle according to the store’s policy for that situation.

Increased Value, Gift Cards

If a modified order applies an increased value to a gift card, the recommended practice is to simplify calculations. The ordering application should take the following steps

  1. Submit a redeem void to replace funds from the original order on the card
  2. Check the balance of the gift card, and compare the value to the total for the modified order
  3. If the gift card has enough value for the entire order, redeem the order amount from the gift card

If the gift card does not have enough value to cover the entire modified order, take these additional steps:

  1. Collect additional payment information to cover the remaining order amount
  2. Authorize the additional payment information
  3. Redeem the gift card balance
  4. Submit the modified order with the additional payment information

PayPal and PayPal Credit

PayPal tenders and some other tenders might require customer interaction, for example, entering a PayPal password. If modifications are handled by customer service agents, the ordering application must actively prevent any modification scenarios where the agent would need access to the customer’s password or other sensitive information.

Assuming the modification is valid, handle changes as described below.

Decreased Value, PayPal and PayPal Credit

If a modified order applies a decreased value to Paypal or Paypal Credit, no extra action is required. The authorization from the original transaction is valid for the lesser amount. Submit the modified order with the lesser amount.

Increased Value, PayPal

If a modified order applies an increased value to Paypal, with a total greater than the previous authorization amount, take the following steps:

  1. Submit a PayPal void to void the previous authorization
  2. Complete a new checkout process with new payment information or payment method for the .

Increased Value, PayPal Credit

PayPal Credit does not support void actions, so it is not possible to void the previous authorization and submit a new authorization for a greater amount. If the original order was paid by PayPal Credit and the modified order has a greater total amount, collect additional payment information using another payment method to cover the remaining amount for the modified order.