Capture, refund and cancel

Where: the order under Orders, the Refund button and the ⋯ Actions menu.

#Capture the money

You choose when the money is captured under Stack › Kustom, the Capture card:

• On fulfilment (default): Kustom authorises the money at purchase. BunStack captures it when you ship the order.
• Auto: BunStack captures the full amount at purchase.

With On fulfilment this applies:

• If you ship part of the order, BunStack captures that part. A capture takes whole lines. The first capture includes shipping. Captures and refunds name the shipping line as the Kustom window did.
• The rest is authorised at Kustom for 28 days. The Kustom · captured line under the order number shows when the authorisation runs out.
• The CAPTURE SOON notification arrives 3 days before the authorisation runs out.
• The payment stamp shows AUTHORISED, PARTLY CAPTURED or CAPTURED.
• ⋯ Actions › Capture payment captures the authorised money without shipping, for example before a pickup.
• If the rest will not ship: see Release the rest of the payment.

BunStack books the shipment before the capture. If the capture fails, BunStack keeps the booking, and the order stays unshipped. The next attempt uses the same booking.

Note: A capture in Kustom's portal does not show in BunStack until the next capture. Kustom then refuses the capture, and BunStack records what was already captured. If nothing is left to capture, the shipment goes ahead.

#Fraud review

Kustom can hold an order for fraud review. The order shows Needs attention · fraud pending, and BunStack cannot capture the money.

• The customer has received the order confirmation with "Kustom is checking the payment. We will be in touch if anything is needed."
• If Kustom approves the order, the reason disappears. BunStack sends no new email.
• If Kustom rejects the order, the reason becomes fraud rejected. You get a notification and an email.

Warning: BunStack does not cancel a rejected order. Do not ship it. Press Cancel order in the banner, and the customer gets the cancellation email.

#Refund

1. Press Refund on the order.
2. Choose Full, Partial, Percent or Lines.
3. Under Percent: enter the percentage and choose Order or Chosen lines. The dialog shows the sum, for example 20 % of 1 249 kr = 249,80 kr.
4. Under Lines: tick lines and quantities. Tick Shipping to refund the shipping.
5. Untick Return to stock for lines that should not go back to stock.
6. Press Refund in the dialog.

Kustom refunds the money. The customer gets the refund email. The order becomes refunded or partly refunded.

• With Lines the lines and shipping go to Kustom as order lines, exact to the öre. Kustom's portal then shows what was refunded.
• Percent works out the amount. Order takes the percentage of the order total: goods and shipping after discounts. Chosen lines takes it of what the customer paid for the ticked units after discounts, without shipping. Earlier refunds are not taken off. After Release the rest of the payment the order is what Kustom captured. With a supplementary payment, Order is the payment the refund comes from.
• The amount is rounded to the öre (the cent in euro) and is never more than is left to refund. When the sum comes to more, the dialog says so and refunds what is left.
• Percent is a price reduction. The goods stay with the customer and can still be returned.
• A later refund of the same goods with Lines gives back what the customer paid for them. The reduction is not taken off. To refund only the rest, use Partial and change the stock under Inventory.
• Lines and Chosen lines under Percent leave out units an earlier Lines refund already gave back. Partial and Percent refunds give back no units, so they do not count here.
• Partial and Percent go to Kustom as an amount. So does Full, except when it refunds the whole order with Return all items to stock unticked.
• No unit goes back to stock twice.
• The reports deduct the amount in the quarter you refund, even if the order was placed earlier.
• An order sent to ProSmart is flagged for a credit there. See ProSmart: crediting and delivery.

Warning: BunStack does not record a refund made in Kustom's portal. The order and the reports do not see it. Always refund from the order.

#Refund a return

1. Press Mark received on the return when the parcel has arrived. The Refund dialog opens on Lines with the return's lines ticked.
2. Check the lines. Return to stock is ticked, except when the reason is a faulty or damaged item or the wrong item sent.
3. Press Refund in the dialog.
4. If the return has a deduction (Deduction on the return card), Refund asks whether to take it off. Choose with or without the deduction.

The return shows REFUNDED when the refund has gone through. When all the order's units are back or closed, Shipping is ticked too.

• Full is refused for a return. It would refund the whole order and put every unit back in stock.
• Partial and Percent refund an amount and put nothing back in stock.
• BunStack books lines outside the return but does not link them to the return.
• Mark refunded on the return marks it as refunded without refunding anything. Use it when the money went back another way.

See Returns.

#Cancel

1. Press ⋯ Actions › Cancel order.
2. If part is already captured: choose whether Refund the captured … is ticked.
3. Choose whether Email the customer is ticked (on by default).
4. Press Cancel order in the dialog.

Kustom releases the authorisation and the stock goes back. With Refund the captured … ticked, BunStack records the refund on the order and in the reports. Unticked, the captured money stays at Kustom, and Refund remains on the order.

Cancel order disappears as soon as anything has shipped. Use Refund then, and Release the rest of the payment for what will not ship. ⋯ Actions › Set status manually… does not offer cancelled or refunded. Only Cancel order and Refund record money and stock.

#Errors

A cancellation Kustom refuses changes nothing. Timeline shows shipments with time and user. Refunds and cancellations show there with time but without user. A manual capture shows only on the Kustom · captured line.

#See also

• Release the rest of the payment
• Returns
• Kustom