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Using the Plugin

The plugin provides merchants a frictionless way to process payments, prevent fraud, and generate reports within the
Business Center
 while making it easy for customers to place and cancel orders, and save or update stored credit or debit card information.

Order Management

This section describes the order management process that occurs after a customer places an order.
The order management process is handled using these OpenCart office interfaces:

Order Status

Order status is triggered and updated when transactions are processed. The plugin supports custom and default status states for orders.
Custom order status states:
  • Cancel error
  • Canceled
  • Canceled Reversal
  • Chargeback
  • Complete
  • Denied
  • Expired
  • Failed
  • Order cancelled by merchant
  • Partial Refunded
  • Partial Voided
  • Payment error
  • Payment pending for review
  • Pending
  • Processed
  • Processing
  • Refund Error
  • Refunded
  • Reversal
  • Shipped
  • Void Error
  • Voided
Default order status states:
  • Processed
  • Canceled
  • Shipped
  • Delivered
  • Refunded
Only the shipped and delivered status states can be manually updated.

Order Management Workflows

This section describes the order of events that the merchant completes after a customer submits an order.

After-Authorization Workflow

This workflow comprises the sequence of events that occur after a customer places a new order using OpenCart Front Office. The workflow shows how the order status is updated when the authorized transaction is captured or reversed (full authorization reversal).
  1. The new order displays in OpenCart Back Office and the order status is
    Pending
    .
  2. The merchant chooses one of these actions:
    • Standard capture
      .
    • Partial capture
      .
    • Cancel products
      . For a full authorization reversal, the merchant must also cancel the order, which requires that they select all the quantities and all the items included in the order.
      A partial authorization reversal is not supported.
  3. When the merchant initiates a full authorization reversal, the authorization is cancelled and the order status is set to
    Order cancelled by merchant
    .
  4. When the merchant initiates a multiple partial capture, they choose how many quantities to capture and whether to include the shipping costs.
    After multiple partial captures are processed, the order status is set to
    Processing
    .
  5. When the merchant initiates a full capture, the entire authorization amount is captured and the order status is set to
    Processed
    .

After-Capture Workflow

This workflow comprises the sequence of events that occur after an authorization is captured. The workflow shows how the order status is updated when the captured transaction is refunded or voided.
  1. The merchant selects one of these actions:
    • Standard refund
      .
    • Partial refund
      .
    • Void capture
      .
  2. If the merchant voids the capture, the captured transactions are voided.
    When all quantities of the transaction are captured, the entire order is voided and the order status is set to
    Payment cancelled
    .
    If only a few quantities are captured, only the captured quantities are voided and the order status is set to
    Partial payment accepted
    .
  3. If the merchant initiates a standard refund
    before
     updating the order status to
    shipped
    , the order status is set to
    Partial refunded (before shipped)
     until the refunded amount becomes equal to the captured amount. When the refunded amount becomes equal to the captured amount, the order status is set to
    Refunded
    .
  4. When the merchant selects a refund
    after
     updating the order status to
    shipped
    , the order status is set to
    Partial refunded (after shipped)
     until the refunded amount becomes equal to the captured amount. When the refunded amount becomes equal to the captured amount, the order status is set to
    Refunded
    .
    To refund the amount of an order, merchants can either generate a voucher or a credit slip for the refund. Depending on the type of refund they select and whether they issue a voucher or a credit slip, one of these actions occurs:
    • When the merchant chooses
      Generate a voucher
       for a partial refund, the sum of the items is not refunded. Instead, a voucher is generated that can be used for future transactions.
    • When the merchant chooses
      Generate a voucher
       and enters the amount in the shipping costs field for a partial refund, then a voucher equal to the sum of the items and the shipping amount is generated.
    • When the merchant chooses
      Generate a credit slip
       for a standard refund, the sum of the items is refunded.
    • When the merchant chooses both
      Generate a credit slip
       and
      Repay shipping costs
       for a standard refund, the sum of the items and the shipping amount are both refunded.
    • When the merchant chooses both
      Generate a voucher
       and
      Repay shipping costs
       for a standard refund, a voucher equal to the sum of the items and shipping amount is generated.
    • When the merchant chooses both
      Generate a voucher
       and
      Generate credit slip
       for a standard refund, a voucher is generated and a refund for the sum of the items is not generated.

After-Refund Workflow

This workflow comprises the sequence of events that occur when the merchant voids a refund under specific conditions:
  • When the refund is processed
    before
     the order is shipped, the refund is cancelled and the order status is set to
    Voided
     or
    Partially Voided
    .
  • When the refund is processed
    after
     the order is shipped, the refund is cancelled and the order status is set to
    Voided
     or
    Partially Voided
    .
  • When the voided refund amount is equal to the refund amount, the refund is cancelled and the order status is set to
    Voided
     or
    Partially Voided
    .
OpenCart does not provide an option to return Gift Certificates. For orders associated with Gift Certificates, the services mentioned below are not available:
  • Front Office Cancel
  • Back Office Cancel
  • Void a Capture

Customer Tasks

Customers can use the My Account option on the merchant's OpenCart website to manage orders and their payment information. The following sections contain the steps to complete these tasks.

Saving Credit/Debit Card Information

Saving card information enables customers to use that information for future transactions. Using OpenCart Front Office, customers can save their card information during the checkout process, or they can add their card's information to their registered OpenCart accounts using the Cybersource My Cards feature.
If a customer wants to save their card information during the checkout process, they can select the
Save my card for future payment
option when entering their credit/debit card payment during checkout.
The card information can also be saved using the Cybersource My Cards page in OpenCart:
  1. Open OpenCart Front Office.
  2. Click
    My Account > Managed Stored Credit Cards > Cybersource My Cards > Add New Card
    .
    If there is no current address associated with the customer account, the customer is prompted to add an address. The customer can enter the required address information and click
    Save
    .
    If there is already an address associated with the customer account, the customer can select and use the address or add a new address.
    After the address information is complete and selected, the customer can update the card expiration information, if needed, or delete the existing card from the account.
  3. To update the expiration information (expiration month/year) for the card, under
    Saved Cards
     the customer clicks the blue arrow beneath
    More
    , then clicks either
    Update
    , or
    Delete
     to remove the card from the account.
    Customers can only add the number of cards that the merchant specified in the account configuration. The updated card information is tokenized and securely saved. The customer can use the saved card information for future transactions without having to enter that card information during the checkout process.

Selecting a Default Credit/Debit Card

When a customer has multiple cards associated with their account, they can designate the default card. By default, the first card added to the account will be set as the default card. In the Cybersource My Cards page, the default card is identified using an asterisk (*) that appears to the right of the card number.
To change the default card, the customer follows these steps:
  1. Open OpenCart Front Office.
  2. Open the Cybersource My Cards page. The page displays the saved cards associated with the account.
  3. Choose the card to set as the default card and select
    More > SET AS DEFAULT
    . The card is set as the default card.
    The default card cannot be deleted unless all other saved cards from the Cybersource My Cards section are deleted.

Cancelling an Order

This task provides the steps a customer takes to cancel an order. They cannot cancel an order if the order is in review with the merchant. The Cancel option is also not available in direct Settlement for Captured and
eCheck
 orders.
  1. Open OpenCart Front Office.
  2. Select
    My Account > Order History
    . The Order history page displays the customer's orders.
  3. Select the View icon for the order. The Order details page appears.
  4. Click the
    Cancel Order
     icon to cancel the order.
    A Cancel Order confirmation notice appears.
  5. Click
    Yes
     on the Cancel Order confirmation notice to cancel the order.
    Above the Order History, a notification appears stating
    Success: Entire order was successfully cancelled.
     The order is cancelled and the order status is set to
    Canceled
    .
    If the order was a sales transaction or was captured, the cancellation is sent to the merchant and the status is set to
    Canceled
    .
    After the customer cancels an order, the merchant can accept or reject the order cancellation (as instructed in Processing a Cancelled Order).
    If the merchant accepts the cancellation request, a refund for the order amount is initiated and the order status is set to
    Refunded
    . If the merchant rejects the cancellation request, the order status is set to
    Denied
    .

Merchant Tasks

Merchants use OpenCart Back Office to manage orders. This section describes the steps to complete these tasks.

Processing a Cancelled Order

When a customer cancels an order, a request is sent to the merchant and the order status is set to
Cancelled
. Merchants can accept or reject an order that a customer cancels.
  1. Open OpenCart Back Office and select
    Orders
     from the Dashboard.
  2. Locate and select the checkbox next to the order the customer cancelled.
  3. Click the View icon. Under Order Details, the information for that order displays.
  4. Under
    Add Order Status
    , choose the order status that describes your processing of the cancellation.

Processing a Merchandise Return

When a customer requests to return merchandise, the information appears on the Merchandise Returns page in OpenCart Back Office. Follow these steps to process the return.
  1. Open OpenCart Back Office and select
    Sales > Returns
    . The Product Returns page displays and identifies the order or orders for which customers have requested a return.
  2. Select the check box next to the order for which you want to process the return. Then click the Edit icon. The Edit Product Return page displays.
  3. In the Product Information and Reason for Return pane, choose one of these options from the Return Action drop-down menu:
    • Credit issued
    • Refunded
    • Replacement Sent
    The status is updated for the order on the Merchandise Returns page. Next, you can proceed with selecting a return or refund option for the order.
  4. Select
    Orders
     from the Dashboard.
  5. Select the order for which you want to process a return, and select one of these options:
    • Return products
    • Partial refund

Fraud Management

The plugin provides fraud management functionality for merchants who also use the
Business Center
. You can apply fraud management functionality to transactions when:
  • Fraud management is enabled in the plugin.
  • You have a fraud management profile in the
    Business Center
    .
Fraud screening includes these features:
  • Fraud Management Essentials (FME):
     used to enforce the rules created by Cybsource Machine Learning System (MLS). Fraud management is used to define the merchant’s rules.
  • Fraud Management Rules:
    • When the decision status from the
      Business Center
       is AUTHORIZED_PENDING_REVIEW or PENDING_REVIEW, the order is in review and the order status is set to
      Payment pending for review
      .
    • When the decision status from the
      Business Center
       is AUTHORIZED_RISK_DECLINED, the order is rejected and the order status is set to
      Order cancelled by merchant
      .
The table below describes the possible decisions, outcomes, and timing Decision Manager uses when an order is triggered for review.
When these transactions are in a Decision Manager review state, certain settlement considerations apply:
  • For authorizations:
     while accepting this transaction it is not recommended to settle it in the
    Business Center
    . When the transaction is settled in the
    Business Center
    , the follow-on services initiated from OpenCart Back Office are impacted.
  • For sales:
    • The entire authorized amount should be settled in the
      Business Center
       when accepting the transaction. When the settlement is not performed in the
      Business Center
      , the follow-on services initiated from OpenCart Back Office fail.
    • A follow-on void capture will not trigger from OpenCart Back Office. While accepting review transactions, merchants should not select the settle option.
Decision Manager Decisions, Execution Timings, and Outcomes for Orders
Decision
Execution Timing
Outcome of Decision
Monitor
Before authorization
Authorization will be successful and no action from the Decision Manager is required. Use this decision to understand the outcome of a rule.
Accept
Before authorization
The order is processed normally and is placed successfully.
Review
Before authorization
The authorization is successful, and follow-on services are put on hold until the merchant accepts or rejects it. The order status will be set to
Payment pending for review
.
Reject
Before authorization
The order is rejected and the authorization is not processed. The merchant is not able to view the order in OpenCart Back Office.
Monitor
After authorization
The authorization is successful and no action from Decision Manager is required. Use this decision to understand the outcome of a rule.
Accept
After authorization
The order is processed normally and placed successfully.
Review
After authorization
The authorization is successful, and follow-on services are put on hold until the merchant accepts or rejects it. The order status is set to
Payment pending for review
.
Reject
After authorization
The original authorization is successful and then is automatically reversed and the order status is set to
Order cancelled by merchant
.

Reporting

The plugin provides reporting functionality for merchants who also use the Cybersource
Business Center
. You can import these reports from the
Business Center
 into OpenCart:
  • Transaction Request Report:
     includes details for individual transactions that are processed each day.
  • Payment Batch Detail Report:
     includes transactions that are processed with the applications. This report is available shortly after captured transactions are batched.
  • Conversion Detail Report:
     includes Case Management changes recorded in the
    Business Center
     to ensure that updated orders are also included in OpenCart. This report is generated at regular intervals and includes the results of the converted orders for each reviewer. This information provides an overview of all orders that were not immediately accepted.

Scheduling

The Plugin reporting functionality works with a system scheduler to generate and update reports for OpenCart. There are some Cron Job modules available for OpenCart, such as the Cron Tab, that support reporting. Merchants can use any Cron Job module that OpenCart supports, or any other online Cron service provider to generate reports.
See Scheduling Report Generation for information about how to schedule report generation.

Workflow

The reports are processed and orders are updated in OpenCart using this workflow:
  1. Orders with an
    AUTHORIZED_PENDING_REVIEW
     or
    AUTHORIZED_RISK_DECLINED
     status are included in the
    ps_cybersourceofficial_order
     table in the OpenCart database.
  2. If a review is trigged for an order based on the profile rule in Decision Manager, a
    Payment pending for review
     order status displays for that order on the OpenCart Back Office Orders page.
  3. The merchant uses the
    Business Center
     to accept the order that is in review, and, if not already enabled, enables the reports using the Report Settings on the Plugin Configuration page.
  4. The scheduler runs the report at regular intervals according to the intervals the merchant configured. The order is accepted or rejected by the merchant in the
    Business Center
    , is retrieved, and the new status is updated as
    AUTHORIZED
     or
    DECLINED
    . The updated order status displays in the
    op_cybersourceofficial_order
     table in the OpenCart database.
  5. The original decision and the new decision are updated and displayed in the
    op_cybersourceofficial_conversion_detail_report
     table in the OpenCart database.
  6. The order is updated as
    Awaiting payment
     status for the authorization and displayed on the OpenCart Back Office Orders page. The payment is accepted for the sale and any associated follow-on transactions (capture, void capture, refund, void refund, and full authorization reversal).