Taking Payment For An Exchange

outline when a customer exchanges up a more expensive size, an extra item, or an exchange with outbound shipping they owe the difference refundid pos collects that from the customer's own phone, on their own payment method your team never handles the customer's card, and no card details are entered on your device how it works at the counter once the return is lodged, a payment section appears on the final screen showing the amount owed a qr code for the customer to scan hand the tablet across or turn it toward the customer, they scan the code with their phone camera, and they pay on their own device the screen updates itself as soon as the payment clears your team doesn't refresh anything or ask the customer whether it went through the payment link is also shown as text underneath the code, and there's a view full screen button that enlarges the qr code for customers scanning from a distance or in poor light emailing the link instead some customers can't scan an older phone, a camera that won't focus, or a customer who has already walked away with their exchange email link sends the payment link to the customer, and lets you correct the address first if the one on the order is wrong or was mistyped to avoid a customer being mailed repeatedly, there's a short cooldown between sends if you try again immediately you'll be told to wait a moment what the customer sees the customer lands on a page branded as your store, headed pay for your exchange , showing the amount owed and the order it relates to an explanation that the store started the return for them and this completes it a form to choose a saved payment method or add a new one, and pay once they pay, they're confirmed on their own device and the counter screen switches to payment received processing the return once payment clears what happens next depends on how the return was lodged lodged with lodge and process , the return is processed for you as soon as the payment lands, as long as you're still on this screen the items are approved and restocked exactly as they were lodged, and the screen confirms the return has been approved lodged with lodge , the return stays open, ready to process once you're happy with the goods where the return is waiting to be processed for you, a banner on the payment screen reminds you to stay on the page until the payment completes try to leave before then and you're asked to confirm first, because the return isn't processed if you go either way a process return button appears next to payment received , so you can finish the return from this screen whenever you're ready use it if you left the counter before the customer paid, or if you lodged the return without processing and have now checked the goods if you've closed the app by then, nothing is lost the return sits on your dashboard as normal and is processed from there until the customer pays the return is created and sits awaiting payment nothing is charged, no exchange order is placed, and the exchange invoice isn't finalised in your accounting so an exchange the customer walks away from never becomes a bill you have to credit back once payment clears, the exchange proceeds exactly as it would have if the customer had lodged the return themselves online if a card is declined the customer can try again with a different payment method from the same link the link stays valid while there's still something owed, and the page tells them their last attempt failed where your exchange resolution places a security hold on the customer's card (used on exchanges that ship before the original comes back), the hold is authorised on whichever card the customer chooses at the point of payment a retry after a decline doesn't place a second hold, so the customer's money is never held twice waiving the payment sometimes the customer shouldn't be charged a goodwill call at the counter, a price that was quoted wrong, or a customer who has already paid you another way the button under the qr code writes off the balance (it does the same thing as void charge on your dashboard), and what it does beyond that follows how the return was lodged lodged with lodge and process , the button reads void charge and approve it writes off the balance and approves the exchange in one step, so you don't have to finish the return from the dashboard afterwards lodged with lodge , the button reads void charge it only writes off the balance, and the return stays open for you to process once you're happy with the goods you're asked to confirm first, and it can't be undone status meanings status what it means pending the amount is owed and waiting on the customer processing the customer's payment is going through the screen updates on its own paid payment received the return is processed for you if you lodged with lodge and process and are still on the screen, otherwise process return finishes it voided the balance was written off and nothing is owed any more returns where nothing is owed show no payment section at all, so a straight refund or an even swap ends on a clean confirmation screen