Reverse
The "Reverse Authorization" functionality allows you to cancel a previously authorized payment before capturing the funds. This ensures a smooth experience for your customers in case of order cancellations, product unavailability, or other situations requiring a reversal.
Circumstances might arise where you need to cancel a transaction before capturing the funds (e.g., order out of stock). A reversal request is initiated at the PSP, instructing them to release the previously held funds on your customer's account. This effectively cancels the transaction.
Reversal provides flexibility to manage order cancellations efficiently without holding customer funds unnecessarily. Consumers receive their held funds back promptly, ensuring a positive experience even in case of order cancellations.
- Authorized but Not Captured: During authorization, the PSP verifies the payment details and temporarily holds the funds in your customer's account.
- Reversing the Authorization: If needed, you can initiate a reversal before capturing the funds. This cancels the authorization and instructs the PSP to release the held funds back to your customer's account.
- Improved Customer Experience: By facilitating smooth order cancellations and adjustments, reversals enhance customer satisfaction.
- Reduced Risk of Disputes: Timely reversals prevent unnecessary charges on your customer's account, potentially minimizing disputes.
- Inventory Management: When products become unavailable, reversals allow for quick adjustments and prevent order fulfillment issues.
There are various options for handling authorization reversals depending on the situation.
In cases of order cancellation or failed captures, the system automatically reverses the authorized amount for both payments, ensuring the customer regains access to the held funds. As a user, you can view the status of payment reversal for a specific order under Open Orders.
If a reversal attempt fails after a successful authorization, UpStart Commerce provides the following options:
- Retry: You can retry the reverse process in case of a suspected system failure.
- Unsuccessful Reversal Notification: The system acknowledges the entire reversal operation as unsuccessful and notifies you accordingly.
- Payment Gateway Downtime: If the payment gateway is unavailable during reversal, the failed reversal is transitioned to the "Reverse Queued" state. The system automatically retries the reversal when the payment gateway comes back online.
UpStart Commerce supports partial reversals for scenarios where a customer cancels part of a multi-item order.
- Example: A customer cancels Item B (cost: $45) from a two-item order (total cost: $90).
- The system initiates a partial reversal of:
- $45 on the Synchrony account for Item B.
- $15 on Cybersource for the reduced shipping and tax associated with Item B (assuming even distribution).
- Upon successful partial reversal, the customer receives notification that the authorization for the canceled item and its associated shipping and tax has been released.
If a payment attempt fails due to payment gateway downtime or other unexpected issues, the user receives a pop-up message or notification informing them that their payment details are being processed and will be notified upon completion. This indicates the payment is in a "Queued" state.
Processing Outcomes
- Success: The user receives a notification confirming successful payment processing.
- Failure:
- The system automatically generates a unique link for the user to retry the payment.
- The user receives a message explaining the reason for the failure (e.g., temporary system downtime) and a link to securely re-enter their payment information.
Note: These attempts are made through the configurations of Queuing Schedular.