Applying an Order-Level Appeasement

Order-level appeasements, formerly known as miscellaneous credits on the Order Management user interface pages, can be applied to an order by entering an amount in one or more of the order-level Appeasement fields on the Customer Service Center Order details page. These appeasements are applied at the order level, with the appeasement (credit) amount distributed among the order items by value. If a value is entered in the Product or Tax field, then a credit memo is generated for the full amount of the corresponding invoice, and a new invoice is generated for the updated amount. If values are entered only in the shipping or handling fields, then a credit memo is generated for the appeasement amount, and the associated invoice is unchanged.

Note: Define which order-level appeasement fields are available and their maximum credit amounts via the Customer Service Provider, which also defines how to handle the refund of excess funds to the customer.
Note: The ability to apply order-level appeasements is based on the permissions provided to the Customer Service agent role.

The taxation policy used affects order-level appeasements as follows:

  1. In Order Management Customer Service Center, search for an order.
  2. Click the order ID.
    If the payment was authorized and captured prior to allocation and a refund is due to the customer, excess funds appear as follows:
    • If a previous credit was calculated, then excess funds appear in the Existing Excess Funds field (in red text) above the Calculate button on the Customer Service Center Order details page. For example, an item credit, order-level appeasement, or price adjustment could have been applied in the Administration module or a third-party system, or a previous line item credit was not refunded to the customer. That credit would appear in the Existing Excess Funds field.
    • If order- or item-level changes are made to the order in Customer Service and Calculate is clicked, the Total Excess Funds field appears below the Calculate button (as in the next step). The amount in this field can also include any previously calculated credit as described by the help icon (). The handling of refunding excess funds is configured in the Customer Service provider.
  3. On the Order Details page, find the Order-Level Appeasements section below the line items. It includes the following fields for entering appeasement amounts:
    • Product
    • Shipping
    • Handling
    • Tax (This field appears only when using net taxation policy, and is automatically calculated if any entry is made in the Product, Shipping, or Handling field. If you make an entry in this field, then the Product, Shipping, and Handling fields are disabled.) Order-level tax appeasements are distributed across product, shipping, and handling tax.
    • Fee
    • Overage
    • Existing Excess Funds (If any previously calculated credits were applied, the Existing Excess Funds field appears in red below the order-level appeasement fields.)
  4. Enter any fees or overages.
  5. Click Calculate.

    The Total Excess Funds field appears below the Calculate button. The amount in this field can also include any previously calculated credit as described by the help icon ().

    The values in the Summary field are adjusted.

    The handling of refunding excess funds is configured in the Customer Service provider.

    Order Management rejects any appeasement amount that exceeds the corresponding creditable balance on the order. For example, entering 10 in the Tax field fails if the creditable tax balance is less than $10. The system also rejects any credit amount that exceeds the total creditable balance on the order. For example, entering an overage credit value greater than the total creditable balance on the order fails.