Troubleshooting
Problem
Attempts to create Refund Fulfilment Order fails when multiple tenders are used on a sales order in IBM Sterling Order Management System.
Symptom
Simulation Steps :
For a GIFT_CARD payment method, 'Create Refund Fulfilment Order’ option is selected.
Successful scenario
RFO gets created when a single tender is used on sales order (SO) :
- Place a sales order for £50 with a £50 payment on gift card which is fully paid up front.
- Payment agents running.
- Ship the order. Order Invoice created
- Create return, and return all the lines. procesOrderPayment executes for the return order
Return order invoice is created
The requestCollection API correctly creates a new sales order for the gift card, for the correct amount (£50.00).
Failure scenario
RFO doesn't get created when a multiple tender is used on sales order (SO) :
- Place a sales order for £50 with a £40 payment on gift card which is fully paid up front and £10 on Credit card which is authorized upfront.
- Payment agents running. Schedule, release and ship all the lines.
- Generate the order invoice.
- Create a return order (RO) via the CSR UI. Return all of the lines.
- Receive the lines. Invoke processOrderPayments for the return order
- Create the order invoice.
RequestCollection API does note create a RFO, rather payment is refunded on credit card.
Cause
Product calculates planned refund amount only for the payment method that are configured to refund on the same payment method.
Resolving The Problem
OOB when you process payments on return order (i.e. creating returns from Sterling Call Center for Commerce UI), product will calculate planned refund amount only for the payment method that are configured to refund on the same payment method. And, for the payment methods with refund to new payment method, customer will have to edit the planned refund amount on the new payment method created for the RO.
In success scenario, there is no refund to same payment method, the planned refund amount is not calculated during processReturnOrder and when the actual refund happens after the invoice it happens based on the refund configuration of GC. But, in case of two payment methods, since CC is refund to same payment method and the partial refund happens to CC. With refund configuration saying Allow refund to exceed charge amount CC is refunded more than charged amount.
There is enhancement implemented in Sterling OMS in 17.1 version to calculate planned refund on all type of tender and to suspend the charge till invoice.
This design is property driven: yfs.yfs.calcPlanRefForAllSuppressRefSettleWaitTillReturnInv=Y
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Document Information
Modified date:
16 June 2018
UID
swg22016707