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Update Payment Method

Description

This card reviews how to support retailers when they reach out to update their payment method.

Issue Topic

Retailer::Payments::Payment methods::Add payment method

Policy

  • Do not update payment account information: CX should never add or update a retailer's payment information in admin or impersonation. If a retailer asks, guide them on how they can update it themselves in their account.
  • Always ask retailer to confirm their payment method: In the event CX needs to verify what payment a retailer is using, you can ask the retailer for the last 4 digits on the card and verify the card in the admin.
  • Paid Invoices: Before using the Cancel Payment button on paid invoices for retailer to update their payment method, review the retailer's history of failed payments (details in Process steps below)
  • Extending due date on Paid Invoices: If +3 days have passed since the invoice was charged, do not extend the invoice. If they want to be refunded and charged again, they must flag it to us within a few days of getting charged

Process

  1. When a retailer reaches out requesting to update a payment method, first check with the retailer to see if they are looking to update their payment on a specific order or for their account in general
  2. Is the retailer looking to update payment info for a specific invoice?
    1. No > If they are wanting to update their default payment method for their account, educate the retailer on how they can do this themselves under their account settings
      1. Policy: CX should never update a retailer's payment information. If a retailer asks, guide them on how they can update it themselves.
      2. Send the retailer the macro to update their payment info
        1. Use macro EMAIL::RETAILER::Payment methods::Add payment method/card & solve
    2. Yes > Continue to step 3
  3. Now that you know the retailer has a specific invoice in mind, pull up the bo_token in admin
  4. Confirm if the retailer has paid for the order by checking the payment status on the BO page in admin under “retailer info”.
    1. If it says “complete” then the order invoice has already been paid

  5. Has the order already been paid?
    1. No > Let the retailer know that once the default payment method has been updated in their account. The payment method marked as default at the time their invoice comes due is the one that will be charged.
      1. To check/ change payment method reference help center Changing my payment method
      2. Close ticket as solve
    2. Yes > Cancel the payment in admin. This will refund the retailer the order amount and allow the retailer to pay the invoice with a different payment method.
    3. Paid Invoices: Before using the Cancel Payment button on paid invoices for retailer to update their payment method, review the retailer's history of failed payments
    4. Extending due date on Paid Invoices: If +3 days have passed since the invoice was charged, do not extend the invoice. If they want to be refunded and charged again, they must flag it to us within a few days of getting charged
  6. Open the retailer's payment tab. Do they a history of failed payments?
    1. No > Proceed to step 7
    2. Yes > Inform the retailer we cannot change the payment method on the paid invoice
      1. Solve ticket
  7. Has 3+ days passed since the invoice due date?
    1. No > Proceed to step 8 Inform the retailer we cannot change the payment method on the card
    2. Yes > Inform the retailer we cannot change the payment method on the paid invoice
      1. Solve ticket
  8. Extend invoice due date by 5 days from today's date. For guidelines on how to extend an invoice date, visit Extend Invoice Due Date and reference step 12
      1. Click into the “Payments” section from the brand order page under “Brand Info”
      2. Click into the payment token associated with the retailer’s invoice (the pay token reason will say AUTO_CHARGED_DUE_INVOICE)
      3. Click “Cancel Payment”
        1. You will see a pop-up confirmation window. Complete the following fields:
  9. You will see a pop-up confirmation window. Complete the following fields:
    Screenshot 2023-05-04 at 5.14.29 PM.png
    1. Comment: Leave a detailed comment with the reason for initiating a refund/payment, and include the full Zendesk ticket URL https://indigofair.zendesk.com/agent/tickets/2502107
      1. Comment + ZD URL allows for CX visibility in admin notes
    2. Zendesk Ticket ID: Only enter the Zendesk Ticket ID # in this section - DO NOT add the full ZD URL in this field
      1. Ticket ID # is the last 6 digits found at the end of the ZD URL: https://indigofair.zendesk.com/agent/tickets/2502107
      2. Please make sure to complete this field! This new step is important for accurate reporting purposes.
    3. The payment has been canceled, and you can now go to the next step.
  10. Let the retailer know their original invoice has been refunded and educate them on how they can re-pay their invoice with a different payment method
    1. NOTE: They must select the option “Use Another Payment Method” or they will end up repaying the invoice with the set default payment that was originally used.
      1. Use the macro: [RETAILER - EMAIL]::Payment::How to Pay Invoices
    2. Once you pass over this info, it is best to inform the retailer they can update their default payment method in their account settings as well.
      1. Take wording from this macro: EMAIL::RETAILER::Payment methods::Add payment method/card
  11. Solve ticket.

Macros

  • EMAIL::RETAILER::Payment methods::Add payment method/card
  • [RETAILER - EMAIL]::Payment::How to Pay Invoices

Additional Resources

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