Troubleshooting
Problem
Consider the following scenario- 1. An order is created from IBM Commerce Call Center (CCC) and an credit card is added for payment capture. 2. Credit card is authorized successfully and the order is shipped/invoiced. 3. Settlement on the card fails and the payment method is suspended. 4. The customer now wants to pay for the order using two credit cards 5. Navigate to Manage payment on the order on CCC and add a new credit card. The Add Payment screen does not have an option to add the 'Amount to charge' 6. Save the payment method 7. If the payment collection agent picks this order at this stage, a CHARGE is opened against the new credit card added. This leads to the complete order total being charged against one credit card while the customer wanted to add two credit cards. After the credit card has been added on the order, the Amount to Charge can be edited to the required value . Post this, the second credit card can be added to cover the remaining amount and the order can be confirmed. The issue occurs when the order is picked for payment processing before the order is confirmed by CCC
Cause
In 95% of use cases, where credit cards are used, the entire order total is charged against a single card. Hence the screen designed to capture credit card details does not have an Amount to charge field
Diagnosing The Problem
The Add Payment screen internally makes a call to capturePayment API. Since the RequestedAmount is not being passed for credit cards, the MaxChargeLimit is set to order total leading a CHARGE being opened when picked by the payment collection agent
Resolving The Problem
The backend call to capturePayment can be customized to pass RequestedAmount as 0.
This ensures that a new CHARGE is not opened if the payment agent picks the order before confirmation. After adding the second credit card, the Amount to CHARGE can be appropriately adjusted against the two credit cards. This amount will be set as the new MaxChargeLimit against the credit cards
Was this topic helpful?
Document Information
Modified date:
16 June 2018
UID
swg22013248