Entries in the customer account are called events, which are created manually by the user or automatically by pixi *. A negative event, e.g. invoice, must always have a positive counterpart, e.g. payment, to have the customer account balanced.
Customer Account Events
The following events can be created in the customer account:
Event |
Description |
Negative or Positive |
How to add this event? |
Invoice |
Invoices are created for orders and for additional services (e.g. repair costs). |
Negative amount |
Automatically when the order is shipped |
Payment |
Payments are imported from bank files and are automatically or manually assigned to a customer. |
Positive amount |
Automatically by pixi Payments application (payment matching) |
Refund |
Refunds are used to return money to the customer. Refunds are usually created to repay the customer for returned items, cancelled orders and for items that cannot be delivered. |
Negative amount |
Automatically by Returns wizard in pixi Customer Service. |
Credit |
Credits are created for returned items. Credit can be used by customer for new orders or money refunds. |
Positive amount |
Automatically by Returns wizard in pixi Customer Service. |
Manual Booking |
Manual bookings are user defined custom bookings to Customer Account. |
Positive or negative amount |
Automatically by pixi for over-payments and under-payments, automatically for reminder costs. |
Credit Card Refund |
Refund iPayment credit card payments directly from the customer account. |
Positive or negative amount |
Manually by the user |
PayPal Refund |
Refund PayPal payments directly from the customer account. |
Positive or negative amount |
Manually by the user |
Create New Event
If your are using multi-currency functionality in pixi you must select a currency when creating customer account events.
New Invoice or Credit
See: Create new invoices and credits manually
New Payment
Sometimes payments are not automatically matched to the customer. You can search through list of all payments and manually assign a payment to the customer.
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Click New Event to open the Create New Event dialog:
Select Payment as event type.
Select the Match with selected event checkbox when you want to match this payment with an invoice from the same customer account.
Click Next.
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Enter search parameters for the payment that you want to add and click Search. These parameters are available:
Customer Name: By default the name of the customer is prefilled and you can immediately search through payments of the customer. Delete the customer name if you want to search through all payments.
Date from - to: Shows only payments that were processed by the bank in the selected period.
Amount from - to: Only payments with amount in the selected range.
Currency: Select the currency of the payment you are searching for.**
Text: Entered text has to be included anywhere in payment.
Imported from file: Enter part or the whole file name.
Select the payment and click OK to add it to customer’s account.
Manually Set an Invoice to Paid
You can set an invoices to paid manually on the Invoices tab:
Click Invoices tab.
Select the invoice and click Set Invoice to Paid Manually .
Select booking account (Only positive booking accounts are displayed) and enter the amount, date and comment.
Match between the invoice and the payment is displayed in the customer account.
New Bank Refund
Example: Pre-payment was matched to the order in pixi Payments and the order was released for shipping. If some ordered items are unavailable or customer cancels some of the ordered items the invoice amount for the order will be different that the pre-payment amount for the same order. The resulting positive difference can be refunded to the bank account of the customer in the customer account (required data: DTAUS/SEPA method and bank account information).
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Click New Event to open the Create New Event dialog:
Select Refund as event type.
Select the Match with selected event checkbox when you want to match this refund with the payment from the same customer account.
Click Next.
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Enter refund details in the New Bank Refund dialog.
Billing and shipping addresses are prefilled.
Select currency**. If in step 1 you have selected Match with selected event than the currency is already selected and read-only.
The displayed Refund is calculated as follows: Customer Balance - Open Orders - Don't Refund events.
Enter the Reference for the refund.
Click Create. DTAUS / SEPA file is automatically generated and must be further processes on the Batch Bank Transfer tab in pixi * Payments.
**If you are using multi-currency in pixi
Use the refund option when:
Customer pays more than the invoice amount.
Customer returns items which he already paid for.
Customer paid the whole order amount of the order which includes the item that is unavailable.
New Manual Booking
Manual bookings can be positive or negative events.
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Click New Event to open the Create New Event dialog:
Select Manual booking as event type.
Select the Match with selected event checkbox when you want to match this manual booking with the payment from the same customer account.
Click Next.
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Enter booking details in the Manual Booking dialog.
Select the manual booking from the dropdown list.
Select currency from the dropdown list**. If in step 1 you have selected Match with selected event than the currency is already selected and read-only.
Enter manual booking amount. Always enter a positive amount because it will be properly adjusted to positive or negative based on the selected manual booking definition.
Select the date for the manual booking.
Enter your comment.
Click OK.
**If you are using multi-currency in pixi
New Credit Card Refund (iPayment & Computop)
You can refund your customers directly to their iPayment/Computop accounts with the credit card refund event. You can refund money for returned items (with the flow of goods) or you can refund only partial amounts in specific case, for example, when there were longer delays in delivery (without flow of goods).
You can enable this feature in pixi Control Center > Database Settings tab > Customer Service folder > Refund to Credit Card Enabled setting. Default value of the setting is OFF.
Refund Without the Flow of Goods
You want to refund a certain amount to your customer's credit card. Customer didn't return any items.
Select the invoice from the list of customer account events which is matched with the credit card payment.
Click New Event, select Refund to credit card in the Create New Event dialog and click OK.
Enter the refund amount. Invoice amount is the maximum amount you can enter.
The requested refund amount is sent via iPayment/Computop to the credit card account of your customer and is verified.
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If the refund request is accepted, two new system-events are created:
Refund to Credit Card – RCC, negative event.
Book to Credit Card - BTC, positive event. This event is made because of bookkeeping reasons to balance the customer account.
Refund With the Flow of Goods
You want to refund a certain amount to your customer's credit card. Customer returned some or all items from the order. You have already created the return with the Returns Wizard.
Select the Credit (for invoice) event. This feature is only available when payment for the order was done by credit card through iPayment/Computop and matched to the invoice in the customer account.
Click New Event, select Refund to credit card in the Create New Event dialog and click OK.
Enter the refund amount. Invoice amount is the maximum amount you can enter.
The requested refund amount is sent via iPayment/Computop to the credit card account of your customer and is verified.
If the refund request is accepted, new system-event is created for the refund of the credit: Refund to Credit Card – RCC, negative event.
The new event is matched with the credit.
Notes:
- Even if two credits were created for one invoice, the Refund to Credit Card feature can be used only once.
- Invoice must be set to paid, if you want to create the refund to credit card.
- You can't delete system-events which were created for refunds to credit cards.
Refund to PayPal
You can refund the invoice amount which was paid via PayPal back to customer's PayPal account. A prerequisite is that the PayPal payment is imported via PayPal API. This functionality can only be used when access data for PayPal API for Payment with PayPal is set correctly.
Remove the match between the invoice and the payment before performing the PayPal refund. PayPal refund is always made fo the payment and not for the invoice.
Select the PayPal payment from the list of customer account events.
Click New Event to open the dialog.
Select Refund to PayPal and click OK.
Enter the refund amount and click Create. New PayPal-Refund (RPP) is created and the amount is refunded to your customer's PayPal account.
The request for refund is sent to PayPal and is verified. If the request is confirmed, a new booking event PayPal-Refund (RPP) is applied. This event is automatically matched with the original PayPal payment.
Notes:
- PayPal refund can only be done automatically in pixi if the PayPal payment was imported through the API.
- The total amount for refund may only be less than or equal to the original PayPal payment.
- If RPP manual booking already exists it is renamed to RP1 so that RPP can be used for refund to PayPal.
- You can't delete the RPP event because it is a system-event.
If, in customer account, you receive the following error message "Failed to send the request to PayPal. Error connecting with SSL", it is usually because PayPal API is temporary unavailable. Try again after a few minutes.