Once an order has been authorized can I change the order total?

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Once a card has been successfully authorized, you can only capture the amount that was authorized. 
 
An authorization is a transaction between your store, the payment gateway, and the customer's credit card to confirm that the credit card has a balance that can afford the charge. You can cancel the order and then start a new order, but you cannot edit the order and then capture a new amount, even if the customer specifically requested it. 
 
BigCommerce is in compliance with the PCI standards that are put in place by the Payment Card Industry Data Security Standard. 
 
The Payment Card Industry Data Security Standard is a worldwide information security standard assembled by the Payment Card Industry Security Standards Council (PCI SSC). The standard was created to help organizations that process card payments prevent credit card fraud through increased controls around data and its exposure to compromise. The standard applies to all organizations which hold, process, or pass cardholder information from any card branded with the logo of one of the card brands.
Once a card has been successfully authorized, you can only capture the amount that was authorized within BigCommerce. 
 
An authorization is a transaction between your store, the payment gateway, and the customer's credit card to confirm that the credit card has a balance that can afford the charge. You can cancel the order and then start a new order, but you cannot edit the order and then capture a new amount, even if the customer specifically requested it. The only way to authorize a charge other than the one recorded by BigCommerce is to go directly to your payment gateway and authorize the charge there.
 
BigCommerce is in compliance with the PCI standards that are put in place by the Payment Card Industry Data Security Standard:

3.2 Do not store sensitive authentication data after authorization (even if encrypted).
Sensitive authentication data includes the data as cited in the following:
3.2.1 Do not store the full contents of any track (from the magnetic stripe located on the back of a card, equivalent data contained on a chip, or elsewhere). This data is alternatively called full track, track, track 1, track 2, and magnetic-stripe data.
3.2.2 Do not store the card verification code or value (three-digit or four-digit number printed on the front or back of a payment card) used to verify card-not-present transactions.
3.2.3 Do not store the personal identification number (PIN) or the encrypted PIN block.
 
The Payment Card Industry Data Security Standard is a worldwide information security standard assembled by the Payment Card Industry Security Standards Council (PCI SSC). The standard was created to help organizations that process card payments prevent credit card fraud through increased controls around data and its exposure to compromise. The standard applies to all organizations which hold, process, or pass cardholder information from any card branded with the logo of one of the card brands.
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Drew N, Community Manager

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Posted 5 years ago

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Michael5918

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Can you reduce the amount taken? Such as a customer requests a reduced order, can one or more items be reduced.. Or a customer buys a few seconds before a sale goes live, can I go in and reduce their order cost to reflect the sale? Or am I limited to deleting the order and hoping they reorder..
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Mike F., Alum

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The best thing would probably be to call the customer, explain the issue, cancel the order, then manually place the order for the customer while you have them on the line, so that you don't lose the order. Here are instructions for placing a manual order. https://community.homestead.com/homes...
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Michael5918

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So I can't give a discount to an order? Who wrote software with no options? What is the point in having a webstore if you have to spend 15+ minutes on the phone every time someone screws up an order.. With store front I could click "adjust invoice" and make a small change. Or click "adjust invoice advanced" to make a larger change.

Between this and the inability to do refunds using quick books merchant.. It has me checking my options on other providers.
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Mike F., Alum

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There are some limited changes that you can make. If you go to the View Orders screen, and next to the order you want to edit, click the small gear wheel, then click "Edit Order", you can make certain changes. There may be some changes that are not allowed based on certain payment processors, so depending on who you are using, you can try to edit the price and see what happens.

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Michael5918

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Ok that is better then it sounded. I finally figured out how to do refunds with QBMS so that is a non-issue now..
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Mike F., Alum

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Yes. That is an option. Most merchant services will give you an option similar to that.
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Jill1739

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This reply was created from a merged topic originally titled
Is it true that you can not edit an order that is already placed? Customer wanted to change order and it will not let me.


Is it true that you can not edit an order that is already placed? Customer wanted to change order and it will not let me edit the order. Do I have to cancel and refund existing order and make a new order? Seems crazy when we were with Homestead we could edit and it would automatically refund or charge for the difference. Big Commerce seems to be missing some much needed actions. Takes to much time to redo
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Mike F., Alum

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Jill1739
,  This is correct. This thread explains the details.

Mike

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