When a sales order’s total is less than the amount paid on it the order is overpaid. An overpayment acts as a credit on the customer’s account, but does not behave the same as a regular customer account. You have the option on how you’d like the overpayment credit to be used by your customer.
Overpayments will display in sales orders with a negative amount owing. The overpayment will also display on the customer card as a credit under the Account section. So that it is not confused with a regular account credit, the overpayment credit will show the related sales order ID as well as an option to refund the credit from the customer card.
In this Article
Causes of an Overpayment
There are two common scenarios that lead to overpayments:
- Sales order is created with an amount owing, and a customer makes payment against it for more than the amount owing.
- Sales order is created as fully paid, and is edited in the control panel so that amount paid exceeds amount owing.
Identify Overpaid Orders
To find sales orders that are overpaid:
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In your Maropost Commerce control panel navigate to Sales Orders > View Orders.
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Expand the search filters and find the Paid Status filter.
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Select Over Paid from the drop down menu.
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Click the Apply advanced filter button.
Orders that have been overpaid are displayed.
Resolve an Overpayment
An overpayment is money owed to your customer, that needs to be re-allocated. There are 3 different ways you can resolve an overpayment.
Apply the Overpayment to a Sales Order
If your customer wishes to make another purchase, you can apply the overpayment credit to a sales order as a payment method.
You can only do this on the sales order in the control panel. The overpayment credit cannot be used by the customer on the checkout page.
Refund the Overpayment Credit to the Customer
If your customer prefers a refund, open the customer card and click the Pay refund button next to the overpayment credit amount. Full steps can be found in this article.
This removes the credit in Maropost Commerce, it doesn’t initiate a transfer to your customer. You will still need to refund/transfer the credit amount through your payment gateway or bank account.
Convert an Overpayment to a Customer Credit
If your customer would like to use the credit on a future order, you can convert it to a customer credit:
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Open the customer card and scroll down to the Account section.
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Take a note of the overpayment amount, and click the Pay refund button next to the overpayment credit amount.
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Now enter the overpaid amount into the Manually Add Credit to Account field and click the Add button.
Your customer can now use their credit as a payment method during checkout on your webstore.