I know this question is partially to do with eCommerce (NetPoint/WebTools) but I decided to post here because it's really more of an SAP B1 question.
When a customer places an order online, we are only giving them the option of phone confirmation as their payment type. This allows us to phone the customer, verify the order details and then take their payment method. We are concerned with customers paying via credit card because we will process this immediately. What ends up happening is that we move the Sales Order to an A/R Invoice and Payment which closes the invoice. In the future, we may implement the credit card plug-in to auto process the order charges.
What is the appropriate document chain if we end up not being able to fill a customers full order because our supplier does not have the required stock? For example, our customer orders 10 of Item X, we charge their credit card for the total price and enter the A/R Invoice and Payment. We later find out that only 8 of Item X are available so we now need to refund the customer for the price of 2 of Item X and charge this back to their credit card.
Could someone please advise on what documents we should be using in order to refund the customer? Is it an A/R Credit Memo with an Outgoing Payment (on account)? We actually tested this scenario but it didn't seem to work the way we expected and we also cannot tie all of the documents together because the A/R Invoice has been closed.
When we accept credit cards at the time of the order, should we even be creating the Invoice or should we simply create an Incoming Payment on account and then later tie this payment to the invoice? We are a bit confused as to the best and proper way to handle refunds in this way. We have never faced a situation where we were accepting payments prior to the physical delivery of items - but such is the world of eCommerce.
Thanks very much,
Suda Sampath replied
Most online stores pretty much ship the same day or next day and they could claim that it is in shipping which is ok.
You cannot charge for something you are not going to ship. This is what is incorrect.
Pre Auth is just to check if the CC has fund enough to fulfil the Order Value. At the time of delivery it is quite possible that the CC would decline as the Customer has used the CC limit...
So thats why it is a good practise to pre auth once before you ship or even charge and if it goes through the you let the items to ship