Managing transactions with PrestaShop

Payment experience for customers

Below you’ll see the customer experience during the payment process with Addon Payments, using different payment methods:

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 PrestaShop, 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 PrestaShop, depending on the result of the authentication/authorization.

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.

To remove a saved account, follow these steps:

  1. Choose the saved card or account to remove from those shown.
  2. Click the icon with three (3) vertical dots on the upper left of the card or account.
  3. Click “Delete” when it appears.

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. 

You can choose manual settlement in the module set-up. This option is in “Automatically settle all payments” on the Addon Payments module set-up form:

  • When the “Automatic settlement” button is ticked (default), the amount is settled automatically after receiving authorization from the issuer.
  • When the “Manual settlement” button is ticked, the amount isn’t settled automatically after receiving authorization from the issuer. Instead, the amount is blocked in the customer’s account, awaiting your settlement or release order.

Handling manual settlements

If you choose manual settlement, you have to change the order status based on the action you want to carry out:

  • “Payment accepted”: To order settlement of the order total.
    • When the status changes to “Payment accepted“, the module will send a settlement order for the amount to Addon Payments.
    • Wait until the order status changes automatically to “Payment accepted” to make sure there hasn’t been an error.
  • “Cancelled”: To order the release of the amount on hold in the customer’s account.

You can change the status of orders as follows:

  • Through the module:
    • From the list of orders: Choose the corresponding status (Payment accepted/Cancelled) from the status dropdown in the “Status” column of the list.
    • From the order details: Choose the corresponding status (Payment accepted/Cancelled) from the status dropdown for the order, on the top left of the order file. Then click “Update status“.
    • Choose the corresponding status (Payment accepted/Cancelled) from the status dropdown for the order on the “Status” panel and click “Update status“.
  • Through the Addon Payments BackOffice Portal:

Order status

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

This status is on orders that are pending confirmation from the issuer or financing agent. The most common reasons for this status are:

  • Orders placed within the past hour: The customer is currently:
    • Processing authentication by the issuer.
    • Entering information required by Quix.
    • Accepting the financing conditions.

Orders placed more than an hour ago: The customer abandoned the payment process without clicking “Cancel“.

This status is on orders for which authentication and authorization have been completed correctly and the settlement amount has been charged from the customer’s bank account to yours.

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.

This status is on orders for which authentication and authorization have been completed correctly but the amount has not yet been charged from the customer’s bank account to yours.

These order require you to confirm the final amount within seven (7) calendar days and for Addon Payments to settle 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 Addon Payments module in the PrestaShop installation and set-up guide, and on handling two-step payments in the section of this guide on setting up two-step payments (manual settlement).

This status appears on orders when there is an error in attempting to authorize or settle the payment. The most common reasons for this error are:

  • Customer error in authentication.
  • Insufficient funds in the customer’s account or card.
  • The settlement order has exceeded seven (7) days from authorization in two-step payments.
  • The card is blocked or expired.
  • The system doesn’t support the card brand.

For more details on this error, see the Operations and searches guide.

This order status is because:

  • The customer cancelled the order:
    • The payment process by pressing the “Cancel” button during the authentication process with the issuing bank.
    • Entering information required by Quix.
    • The financing conditions.
  • Instead of settling the amount of authorized orders, they are released. A released amount can’t be settled.

This status is shown when all the items in an order have been refunded.

When one or more partial refunds have been made for the order.

Total and partial refunds

Addon Payments allows you to fully refund orders in one operation for the whole amount of the order (refund) or issue partial refunds as several operations for amounts less than the total (rebates). For refunds, it is important to consider the following points:

  • The sum of the partial refunds for a payment must be equal to or less than the total of that payment. They may never exceed the total amount.
    Example: If returning a product that costs €50, you can’t do two (2) partial refunds for €30 because that would be a total of €60.
  • Refunds can’t be reversed. Make sure both the order and the amount to refund are correct.

To process a refund, the order must meet the following conditions:

  • For full refunds: The order status must be “Payment accepted“. Meaning they have been authorized, settled and no previous refunds, full or partial, have been made.
  • For partial refunds: The order status must be:
    • “Payment accepted”: Meaning they have been authorized, settled and no previous refunds, full or partial, have been made.
    • “Partial refund”: When the sum of the previous refunds plus the current one isn’t more that the original total.
        • Full refund after partial refund: You can’t order a full refund for an order total when a partial refund has already been issued. Instead, you have to order a partial refund for the remainder of the total. Example: For an order total of €100, a partial refund was given for €25. But now you want to refund the whole order total. In this case, you have to order a second partial refund for €75 to reach the order total. €100 – €25 = €75.

        Handling full refunds

        You can handle full refunds in two different ways.

        • Through the module:
          • From the list of orders. Choose the status “Refunded” from the status dropdown, to the right of each operation, in the “Status” column of the list.
          • From the order details. Choose the status “Refunded” from the status dropdown, to the upper left of the order file and click “Update status”.
          • Choose the status “Refunded” from the status dropdown on the “Status” panel and click “Update status”.

            When the status changes to “Refunded“, the module will send a settlement order to Addon Payments to refund the full amount. Wait until the order status changes automatically to “Refunded” to make sure there hasn’t been an error.

        • Through the Addon Payments BackOffice Portal:

        Partial refund

        To refund part of an order, follow these steps:

        1. Go to the order file by double clicking on it in the orders list.
        2. Click “Partial refund” at the top.
        3. Enter the number of items to refund and the amount of each one. PrestaShop requires you select at least one (1) item for the refund.
        4. Tick “Refund on Addon Payments“.
          VERY IMPORTANT: otherwise the customer won’t receive the amount refunded.
        5. Tick “Return refunded items to stock” if you want the refunded items to be counted in your inventory.
        6. Click “Partial refund“.

           7. If the refund is processed correctly, there will be a message with the amount refunded at the top.

          • On the list of items in the order, the amount refunded will be shown in the “Refunded” column for each item.
          • In the “Transactions” box of the order, you will see the partial refunds and their amounts as a “REBATE” operation.

          PrestaShop restrictions on partial refunds

          PrestaShop has some restrictions on partial refunds. These are:

          • Partial refunds must always be tied to at least one item and amount.
          • On PrestaShop, you can process partial refunds as long as there are still items in the order that haven’t been refunded previously.
            • If an order has four (4) items, of the same or different products, PrestaShop allows you to do a maximum of four (4) partial refunds, as long as each refund is limited to one (1) item.
            • Once all of the items in an order have been refunded in partial refunds, the “Partial refund” button will be deactivated.
            • Example: If an order has four (4) items, and you do a partial refund for all four (4) items in the order, PrestaShop will deactivate the “Partial refund” button and not allow any more partial or full refunds for the order. Not even if the amount refunded is less than the order total.
          • PrestaShop allows you to do partial refunds for items from €0.01 up to 100% of the sum of the items in an order, but never for more than 100% of the total.
            • If you enter an amount that is more than the item price, PrestaShop will correct it to a 100% refund. In this case, you will see a temporary message indicating the change in the refund.

          These limitations that PrestaShop 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.
            • PrestaShop only allows you to do one partial refund per item, so the remainder must be refunded to the customer on the Addon Payments BackOffice Portal.
          • I processed partial refunds for all the items in the order and I want to refund other amounts (processing fees, delivery, taxes, etc.).
            • PrestaShop won’t let you do more than one partial refund per item or refunds for an amount greater than 100% of the item total. The remainder must be refunded to the customer on the Addon Payments BackOffice Portal.

          There is a guide on managing operations and refunds on the Addon Payments BackOffice Portal.

          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 Prestashop administration panel, click on “Orders” > “Orders”.
          2. Click on the order you want to return.
          3. In the order details, click on “Refund on Quix” in the top menu.
          4. 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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