Managing transactions with Magento

Customer payment experience

Below you’ll see the customer experience during the payment process with Addon Payments.

When the customer goes to checkout, they will see a gateway with the payment solutions activated. So, the customer can choose their preferred payment method from those available.

Card payment

If your merchant accepts card payments, your customers will see that option on the payment form.

When the customer fills in their card details and clicks “PAY“, the bank that issued the card will be sent an authorization request. The bank can authenticate the operation in one of two ways:

  • Frictionless: Without cardholder verification.
  • Challenge: With cardholder verification.

    After proper authentication, the issuing bank verifies whether the card is operational and has enough funds. If so, it proceeds to authorize the payment.

    Frictionless authentication and authorization

    1. Card data entry.
    2. Redirection to the issuing bank for authentication.
    3. Redirection to the "success" or "error" URL of your Magento, depending on the result of the authentication/authorization.

    Challenge authentication and authorization

    1. Card data entry.
    2. Redirection to the issuing bank's challenge for authentication.
    3. Redirection to the "success" or "error" URL of your Magento, depending on the result of the authentication/authorisation.

    Payment with Bizum

    If your merchant accepts Bizum payments, your customers will see that option on the payment form.

    When the customer clicks “PAY“, they are redirected to the Bizum payment gateway, where they are asked to enter the phone number associated with Bizum.

    Payment in instalments with Quix

    If your merchant accepts Quix payments, your customers will see that option on the payment form. They will also have a field to choose the number of instalments and the amount of each one.

    When they click “CONTINUE“, the customer will be redirected to the financing gateway. There they will have to provide the personal details needed to calculate whether they qualify for financing.

    Saving accounts

    Accounts are saved when the customer takes the following steps:

    1. Access the payment form with a registered user on your e-commerce platform.
    2. Fill in the details of an account (credit card, Paypal, Quix, etc.).
    3. Check the "Remember me" box.
    4. Successfully complete the payment.

    Addon Payments saves the account the customer used to show it to them for later payments and speed up the process.

    Some notes about correctly saving accounts:

    • The accounts saved are linked to the customer ID you receive on Addon Payments when you send a payment request from your platform. If you change that ID, the saved accounts won’t be shown.
    • Accounts can only be saved for users who are not anonymous. If a customer is using a “guest” account, they won’t see the “Remember me” box on the payment form.

    A registered customer who has saved several valid cards previously by ticking the “Remember me” box, can choose the one they want to use on the payment form.

    To complete payment, the customer just has to enter the CVV/CVN for the card and complete the challenge, if the issuing bank requires it.

    The cards customers have saved on the Addon Payments payment gateway can be removed by clicking on the icon with the dots at the top of each account and then on “Delete”.

    Two-step payment set-up (manual settlement)

    With Addon Payments, you can do the authorization and settlement of a transaction amount separately, with no more than seven (7) calendar days between the two. Some of the benefits of this for your business include:

    • Withdraw the amount from the customer’s account after shipping the goods.
    • Release amounts held as a deposit.

    Payments captured can be refunded to customers in full or part. However, payments released may not be settled. For example, once you release a customer’s deposit, you can’t charge it.

    In the Addon Payments module settings, go to the dropdown menu “Payment action” in the “Options” section to change the payment settlement set-up. 

    • If “Charge” is selected, the amount will be settled automatically upon receiving authorization from the issuer.
    • If “Pre-authorization” is selected, the settlement must be done manually, even if authorization is received from the issuer. The amount will be blocked in the customer’s account, awaiting your settlement or release order.

    Based on their settlement status, the order will show one of the following statuses:

    • pending: Orders settlement or release of the amount authorized.
    • Processing: The amount authorized has been settled.
    • Cancelled: The amount authorized has been released.

    There are two ways to handle payments pending settlement:

    • Through the Magento CRM, where you can confirm and release settlements.
    • Through the Addon Payments BackOffice Portal.

    Handling pending payments on the Magento CRM

    To settle or release amounts authorized from the Magento BackOffice Portal, follow these steps:

    1. Click “Sales”.
    2. Click “Orders”. You will see the list of orders customers have placed with their status.
    3. Find the order with status “” that you want to capture or release from settlement and click “View” in the “Action” column to see the order details.
    4. On the menu at the top with order details, there are two buttons: “Null” and “Invoice”:
      • Null: Orders release of the amount authorized in the customer’s account.
      • Invoice: Orders settlement of the amount authorized in the customer’s account.

        Settle (charge) an amount authorized

        To settle (charge) an amount authorized that has not yet been confirmed and, therefore, appears as “blocked” in the customer’s account, follow these steps:

        1. Check that the number of items to invoice is correct. To do so, click on “Invoice” on the menu at the top of the order details. There you will find a form where you can check the number of items.
        2. Check that “Capture online” is selected on the “Amount” dropdown menu at the bottom right of the form so the module will send the settlement order to Addon Payments.
          IMPORTANT, if not the authorized amount won’t be settled and will not be deposited into your bank account.
        3. Click “Send invoice” so the module will send the settlement order.
        4. If you receive confirmation on the CRM that the invoice has been created correctly, it means the amount has been correctly settled.
        5. The order status will switch to “Processing”.

          Release (void) an authorization

          To release an amount authorized that has not yet been confirmed and, therefore, appears as “blocked” in the customer’s account, follow these steps:

          1. Click “Null” on the menu at the top of the order details.
          2. When you do, you will see the following message: “Do you really want to cancel payment?”
          3. Click “OK”.
          4. If you receive confirmation on the CRM that the payment has been voided correctly, it means the amount has been released in the customer’s account:
          5. The order status will switch to “Processing”.

          Order status

          On Magento, orders with payment processed through the Addon Payments module can have the following statuses:

          Orders for which the authentication and authorization process has been completed correctly. The amount has also been charged from the customer’s bank account to yours.

          The amount of these orders doesn’t appear in your bank account immediately. It can take up to 48 hours because they show up after the bank closing and transfer to your account.

          Orders for which authentication and authorization have been completed correctly but the amount hasn’t been charged from the customer’s bank account to yours.

          These orders require action from you to confirm the final amount within seven (7) calendar days and for Addon Payments to settle the amount. After ordering settlement of the amount, it can take up to 48 hours to show up in your bank account because they show up after the bank closing and transfer to your account.

          There is more information on setting up the module and handling two-step payments in the section of this guide on setting up two-step payments.

          This status can be for one of two reasons:

          • Orders the customer cancelled during the payment process by clicking “Cancel” during the authentication process with the issuing bank, entering information required for financing (Quix) or accepting the financing conditions.
          • Authorized orders that instead of settling the amount were released.
            • A released amount can’t be settled.

            Refunds

            You can make two (2) types of refunds with Addon Payments:

            In one operation for the whole amount of the order (refund) or as several operations for amounts less than the total (rebates).

            • To process a refund, the order must have the status “Processing”, meaning it has been authorized and settled.
            • The sum of the partial refunds for an order must be equal to or less than the total of that order.
            • Refunds can’t be reversed, so you have to be sure both the order and the amount to refund are correct.

            There are two (2) ways to handle refunds:

            • Through the Magento CRM, where you can process full and partial refunds.
            • Through the Addon Payments BackOffice Portal.

            Information on how to manage transactions through the Addon Payments BackOffice Portal is available in the Operations Search guide on the BackOffice Portal.

            Refunds through Magento CRM

            To process refunds through the Magento BackOffice Portal, follow these steps:

            1. Click “Sales”.
            2. Click “Invoices”. You will see the list of orders for payments made.
            3. Find the payment you want to refund and click “View” or “See” on the “Action” column to see the invoice details.
            4. On the menu at the top with invoice details, click “Corrected invoice”.
              Important: If you see the message “This will create an offline refund. For an online refund, open an invoice and create a credit for it. Continue?” when you do, it means that you aren’t processing the refund in the right place and it won’t be refunded to the customer’s account. If this happens, check the points above. 
            5. You will see a form where you can confirm the items and amounts to reimburse.
            6. If the items should go back into stock on the CRM, tick the box “Items to return to stock”.
            7. Check that the number of items in “Amount to reimburse” is correct. If you have changed any of the amounts, click “Update amounts” before you continue.
            8. Check the shipping and corrections info on the lower right. If you have changed any of the totals, click “Update totals” before you continue.
            9. Click “Refund” at the bottom left corner.
            10. Wait for confirmation that the refund has been processed correctly.
            11. The items refunded will show “Refunded” in the “Item status” column on the order sheet.
            12. If all items in the order have been refunded, in one or several refunds, the order status will automatically change to “Closed“.

            Magento restrictions on partial refunds

            Magento has some restrictions on partial refunds:

            • Magento won’t let you do partial refunds while there are items for which prior partial refunds haven’t been completed.
            • Once all of the items in an order have been refunded in partial refunds, the order status will change to “Closed” and you will no longer see the “Corrected invoice” button on the menu.
            • Magento won’t let you refund items for a different amount than was paid.
              • However, you can reach the right amount by adding “Adjustment refunds” and “Adjustment charges”.

            These limitations that Magento puts on processing partial refunds can lead to the following situations:

            • I processed a first partial refund for the amount of one item and now I want to do another refund for the remainder.
              • Magento doesn’t allow you to give more than one partial refund by item, so the remainder must be refunded to the customer on the Addon Payments BackOffice Portal.

            See how to manage operations and refunds through the Addon Payments BackOffice Portal in the Operations Search guide.

            Refunds with the Quix widget

            The Quix order you want to refund must have been placed with the Quix payment solution and be in “SUCCESS” status. To make a refund with Quix you must access the order on which you want to make a refund:

            1. In the Magento administration panel, click on “Sales” > “Orders”.
            2. Click on the order you want to return.
            3. In the order details, click on “Open refund” in the top menu.
            4. Accept the warning messages. You will see a widget like the one in the image.
            5. You will be able to select both the amount and the items you want to refund.
            6. Once selected, click on the “Refund” button and close the widget.
            7. When you refresh the page again you will see that the refund has been successfully applied to the products or amount selected.

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