Managing transactions with WooCommerce

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 WooCommerce, 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 WooCommerce, 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 “Automatic settlement” on the Addon Payments module set-up form:

  • When it 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:

  • “Processing“, to order settlement of the order total. When the status changes to “Processing”, the module will send a settlement order for the amount to Addon Payments.
    • Wait until the order status changes automatically to “Processing” 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 (capture or release the amount) as follows:

    Through the module

    • From the list of orders: 
      1. Tick the box in the first column on the list for the order or orders you want to settle or release. 
      2. On the “Batch actions” dropdown at the upper right of the list of orders, choose the action to apply to all the orders ticked: 
        • Processing: Confirms and orders settlement of the totals for the orders ticked. 
        • Cancelled: Voids and releases the totals for the orders ticked.
      3. Click “Apply” on the right side of the dropdown.
      4. Wait for the list to update automatically and check that the order statuses have been updated correctly.
    • From the order preview: 
      1. Click on “preview” for the order on the order list.
      2. WooCommerce opens a window with the preview of the order. At the bottom left, there is a button to change the status to “Processing”.
    • From the order details: Choose the corresponding status (Processing/Cancelled) from the “Status” dropdown on the left side of the order file. Then click “Update” on the upper right.
      • Clicking “Capture” on the authorization on the list of transactions. It is at the bottom of the order details.
      • With this method, you can only confirm and settle the operation, not cancel it.

    Order status

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

    Orders that are pending confirmation from the issuer or financing agent. The most common reasons are:

    • Orders placed within the past hour: The customer is in the middle of the authentication process with the issuing bank, entering information required for financing (Quix) or accepting the financing conditions.
    • Orders placed more than an hour ago: The customer abandoned the payment process without clicking “Cancel”.

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

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

    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 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 module in the WooCommerce 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 returns searches guide on the BackOffice Portal.

    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, you released them. A released amount can’t be settled.

    When all the items in an order have been refunded.

    When some items in an order have been refunded.

    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 have the status “Payment accepted” or “Completed“. Meaning they have been authorized, settled and no previous refunds, full or partial, have been made.

    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.

    Refunds via WooCommerce CMS

    1. Go into the order file. Click on it in the order list.
    2. Click “Refund” at the bottom of the item status for the order.
    3. Enter the number of items to refund and the amount of each one.
      • If an item in the order has already been refunded previously, a red warning will appear between the original number of elements in the order and the number of elements to refund. You will also see the amount refunded.
      • If you aren’t going to refund a specific item, you can enter an amount manually in the “Amount refunded” field.
      • IMPORTANT: The sum of the partial refunds may never exceed the total amount of the order. You will see the error message “Refund amount not valid”.
    4. Tick the box “Return refunded items to stock” if you want the refunded items to be counted in your WooCommerce inventory.
    5. Enter the reason for the refund. This is optional but helps you more effectively identify why the refund was given in the future.
    6. Click “Refund €X via Addon Payments” at the bottom right of the list of items in the order.
      • When you click “Refund”, the module will send a refund order for the amount indicated to Addon Payments.
      • VERY IMPORTANT: Don’t confuse this with the “Refund X manually” button on the left. If you click it, the customer won’t receive the amount refunded.
    7. Refunds done in the order are shown below the list of items in the order.
    8. If the refund is processed correctly:
      • The order details will show the total amount refunded in red.
      • Below each item in the order that has been refunded there will be a red warning with the number of elements refunded and the amount.
      • The refunds will be shown with their corresponding amounts in the “Transactions” box of the order as a “REFUND” operation for total refunds and “REBATE” for partial refunds.

        • The order status will change to “Refunded” or “Partially refunded” depending on how many items in the order are refunded.

        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 WooCommerce admin panel, go to the order listing.
        2. Click on the order you want to return.
        3. Click on “Refund” and then, without adding the amount to be refunded, click on “Refund via AddonPayments”.
        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.

        Refunds via the Addon Payments BackOffice Portal

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

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