Handle payment issues
Important
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Applies To: Microsoft Dynamics AX 2012 R3
A payment transaction for a call center sales order cannot be completed if a credit card was declined, a payment requires authorization, a check hold was placed, a payment is over the credit limit, or a payment is out of balance with the invoiced amount. To process the payment in these cases, you can use one of the procedures that are described in this topic.
Prerequisites
The following table shows the prerequisites that must be in place before you start.
Category |
Prerequisite |
|---|---|
Setup steps |
1. Release a check hold
In the call center parameters, you can specify that an order should be placed on hold if a check payment exceeds a certain threshold. For more information, see Set up payment methods (Call center).
To release a check hold, follow these steps.
Click Call center > Journals > Payment management > Check holds.
Select a sales order, and then click Release.
Close the Check holds form.
2. Authorize, decline, or resubmit credit card payments
If you submit a credit card payment from the Sales order form and receive a message that states that the card was not authorized, you can handle the authorization manually.
To authorize, decline, or resubmit a credit card transaction, follow these steps.
Click Call center > Journals > Payment management > Credit cards > Authorization management.
If the payment appears on the Pending authorization tab, select the payment, and then follow one of these steps:
To authorize the payment, click Manually authorize. You must obtain an authorization code from the payment service and enter it.
To resubmit the payment for authorization, click Process.
To decline the payment, click Manually decline, and then enter a decline reason code.
If the payment appears on the Declined tab, select the payment, and then follow one of these steps:
To decline the payment, click Manually decline, and then enter a decline reason code.
To resubmit the payment for authorization, click Process.
Optional: Modify the payment information in the sales order, if the information that was originally entered was incorrect:
In the Credit card authorization management form, click Sales order, and then click Modify sales order.
On the Action Pane, click Payments. Select a payment, and then click Edit.
Select the credit card that was declined, click Delete, and then click Add to create a new payment record.
In the Payment form, enter new or corrected information for the credit card payment, and then click OK.
Close the Customer payments form, and then, in the Sales order form, in the Maintain group, click Complete. Verify the payment details in the Sales order summary form, and then click Submit.
3. Process overpayments and underpayments
If the total amount of a payment differs from the total order amount by more than the threshold that is defined in the call center parameters, the order is placed on hold. When this happens, you can review the payment and then choose to release the hold, cancel the order, or change the payment information in the original order.
For more information about how to set parameters for overpayments and underpayments, see Set up payment methods (Call center).
To process overpayments and underpayments, follow these steps.
Click Call center > Journals > Payment management > Out of balance.
Click either the Overpaid tab or the Underpaid tab, depending on the type of out-of-balance payment that you want to view.
Select a payment. Then do one of the following actions:
Click Release to release the order for processing.
Click Cancel order to cancel the order.
Click Sales order to modify the payment information in the sales order.
4. Process orders that are on hold because of credit limits
You can set up a customer's account so that a credit limit is specified. If an order total exceeds this limit, the order is placed on hold until you choose to release the hold. For more information about how to set up credit limits, see Credit limits for customers.
To process orders that are on hold because of credit limits, follow these steps.
Click Call center > Journals > Payment management > Credit limit.
Select a sales order. Then do one of the following actions:
Click Release to release the order for processing.
Click Cancel order to cancel the order.
Click Sales order to modify the payment information in the sales order.
Click Edit customer to modify the credit limit for the customer.
Related tasks
Apply payments in sales orders
Manage deductions in the deduction workbench
Technical information for system administrators
If you don't have access to the pages that are used to complete this task, contact your system administrator and provide the information that is shown in the following table.
Category |
Prerequisite |
|---|---|
Configuration keys |
Retail Headquarters configuration key Call center configuration key Payment configuration key |
Security roles |
Sales manager |