Merchant Portal Transaction Management

Overview of Transaction Processes

You can perform the following actions on a transaction within the Merchant Portal, based on its current state in the workflow:

Current Status	Actions Available
Pending	Authorize, Cancel
Settled	Refund
Authorized	Settle, Cancel
Refunded, Expired, Cancelled	No action available

Each order management action is provided as a hyperlink adjacent to the Status column.

Process a Pending Transaction

A pending order indicates that there was a communication error between PayPlan and your order management system (OMS). Pending orders will register in your merchant portal, but will not flow through to your OMS.

Often times we see pending orders attributed to customers exiting the PayPlan workflow too quickly after completing their transaction, not leaving enough time for the order to pass through PayPlan and into your OMS. Repetitive pending orders could be due to a technical issue, and in those instances you should reach out to your Success point of contact for next steps.

Follow these instructions to correctly process a pending order:

1. Check if this customer was able to successfully place another Authorized or Settled PayPlan order in your merchant portal. If not, confirm with the customer that they're still looking to place this order.
2. If the customer still wishes to place the order, log into the PayPlan Merchant Portal and hit the "Authorize" button. If they do not or it's a duplicate, please "Cancel" the order.
3. This order likely did not populate in your OMS, so please process the order into your OMS for your record-keeping.
4. Upon shipment, remember to log back into the PayPlan Merchant Portal to manually settle the transaction, which captures the funds.
5. Please note that any action needed on this order in the future (e.g. refund, partial refund, cancellation) will need to be done in the merchant portal. We recommend making a note on the order in your OMS to this effect.

🚧

Pending Transaction Expiration

NOTE: Pending transactions expire within 14 days if not authorized within that timeframe.

If you need to process a pending transaction, always make sure the PayPlan transaction authorizes successfully before fulfilling the order.

Refund a Transaction

Full and partial refunds can only be issued on already Settled transactions. In order to refund a transaction within the PayPlan merchant portal, please follow these instructions:

1. On the Transactions dashboard, locate the Settled transaction that needs to be refunded.
2. Click the on the transaction to display the Transaction Details Screen and hit "Issue Refund". Alternatively, click on the "Refund" link next to the Status column in the main dashboard.

📘

NOTE

Note: If the “INITIAL CHECKOUT” and “TOTAL SETTLEMENTS” CAD amount matches, it implies that it was a fully settled transaction.

3. Enter the Refund amount. You can issue a partial or full refund. Full refunds should match the "Current Balance" total.
4. Click the "Refund Amount" button, and click "Confirm Refund"

❗️

Refunds cannot be reversed

Warning: Refunds cannot be reversed. Please exercise caution before confirming a refund. Click "Do Not Refund" if you do not wish to proceed with this action.

Cancel a Transaction

Full and partial cancellations can only be issued on Authorized or Pending transactions. In order to cancel a transaction within the PayPlan merchant portal, please follow these instructions:

1. On the Transactions dashboard, locate the transaction that needs to be cancelled.
2. Click the on the transaction to display the Transaction Details Screen and hit "Issue Cancellation". Alternatively, click on the "Cancel" link next to the Status column in the main dashboard.

2. Enter the Cancellation amount. You can issue a partial or full cancellation. Full cancellations should match the "Current Balance" total.
3. Click the "Cancel Amount" button, and click "Confirm Cancellation"

❗️

Cancellations cannot be reversed

Warning: Cancellations cannot be reversed. Please exercise caution before confirming the cancellation. Click "Do Not Cancel" if you do not wish to proceed with this action.