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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 PrestaShop office interfaces:

Order Status

Order status is triggered and updated when transactions are processed. The plugin supports custom and default statuses for orders.
Custom order statuses:
  • Awaiting payment
  • Awaiting cancel
  • Cancel rejected
  • Cancelled, refund initiated
  • Payment pending for review
  • Partial payment accepted
  • Partial payment cancelled
  • Payment cancelled
  • Partial refunded (before shipped)
  • Partial refunded (after shipped)
  • Partial refund cancelled (before shipped)
  • Partial refund cancelled (after shipped)
  • Payment error
  • Refund cancel error
  • Payment cancel error
  • Refund error
  • Refund cancelled
  • Order cancelled by merchant
Default order statuses:
  • Payment accepted
  • Cancelled
  • Shipped
  • Delivered
  • Refunded
Only the shipped and delivered statuses 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 PrestaShop 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 PrestaShop Back Office, and the order status is
    Awaiting payment
    .
  2. The merchant chooses one of these options:
    • 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
    Cancelled
    .
  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
    Partial payment accepted
    .
  5. When the merchant initiates a full capture, the entire authorization amount is captured, and the order status is set to
    Payment accepted
    .

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 chooses one of these options:
    • 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. After 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
    Partial refund cancelled (Before shipped)
    .
  • When the refund is processed
    after
     the order is shipped, the refund is cancelled and the order status is set to
    Partial refund cancelled (After shipped)
    .
  • When the voided refund amount is equal to the refund amount, the refund is cancelled and the order status is set to
    Refund cancelled
    .

Customer Tasks

Customers can use the My Account option on the merchant's PrestaShop 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 PrestaShop Front Office, customers can save their card information during the checkout process, or they can add their card information to their registered PrestaShop accounts using the 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 (as shown below) during checkout.
The card information can also be saved on the My cards page in PrestaShop:
  1. Open PrestaShop Front Office.
  2. Go to the My cards section of the page and click
    ADD CARD
    .
    If no current address is 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 for the card (expiration month/year), the customer clicks
    Update
    , or clicks
    Delete
     to remove the card from the account. The customer can also change the billing address for the card by clicking
    Change
    .
    Customers can add only 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 is set as the default card. In the My cards page, the default card is identified with an asterisk (*) that appears to the right of the card number.
To change the default card, the customer follows these steps:
  1. Open PrestaShop Front Office.
  2. Open the My cards page. The page displays the saved cards associated with the account.
  3. Choose a card to set as the default card, and choose
    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 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.
  1. Open PrestaShop Front Office.
  2. Select
    My Account > Order History
    . The Order history page displays the customer's orders.
  3. Select the
    Details
     icon for the order to cancel. The Order details page appears.
  4. Click the
    Cancel
     icon to cancel the order.
    An Order cancellation confirmation notice appears.
  5. Click
    Yes
     on the Order cancellation confirmation notice to cancel the order.
    The order is cancelled and the order status is set to Cancelled.
    If the order was a sales transaction or was captured, the cancellation is sent to the merchant and the status is set to
    Awaiting cancel
    .
    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
    Cancelled, refund initiated
    . If the merchant rejects the cancellation request, the order status is set to
    Cancel rejected
    .

Merchant Tasks

Merchants use PrestaShop 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
Awaiting cancel
. Merchants can accept or reject an order that a customer cancels.
  1. Open PrestaShop Back Office and select
    Orders > Orders
     from the Dashboard.
  2. Locate and select the order the customer cancelled. The information for that order displays.
  3. Choose one of these options:
    • Click
      Accept cancellation
       to accept and process the cancelled order. A refund for the order amount is processed, and the order status is set to
      Cancelled, refund initiated
      .
    • Click
      Reject cancellation
       to reject the cancelled order. The order status is set to
      Cancel rejected
      .

Processing a Merchandise Return

When a customer requests to return merchandise, the information appears on the Merchandise Returns page in PrestaShop Back Office. Follow these steps to process the return.
  1. Open PrestaShop Back Office and select
    Customer Service > Merchandise Returns
    . The Merchandise Returns page displays and identifies the order or orders for which customers have requested a return.
  2. Select the order for which you want to process the return. The Edit > Return Merchandise Authorization (RMA) menu displays.
  3. Choose one of these options from the Status drop-down menu and click
    Save
    :
    • Waiting for confirmation
    • Waiting for package
    • Package received
    • Return completed
    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 > 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 Cybersource
Business Center
. You can apply fraud management functionality to transactions in these situations:
  • 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 the Cybersource 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 that Decision Manager uses when an order is triggered for review.
When the following 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 PrestaShop 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 PrestaShop Back Office fail.
    • A follow-on void capture will not initiate from PrestaShop 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 is 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 is 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 PrestaShop 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 will be 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
Business Center
. You can import these reports from the
Business Center
 into PrestaShop:
  • 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 PrestaShop. 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 PrestaShop. There are some Cron Job modules available for PrestaShop, such as the Cron Tab, that support reporting. Merchants can use any Cron Job module that PrestaShop 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 PrestaShop as described in this workflow:
  1. Orders with an
    AUTHORIZED_PENDING_REVIEW
     or
    AUTHORIZED_RISK_DECLINED
     status are included in the
    ps_cybersourceofficial_order
     table in the PrestaShop 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 PrestaShop Back Office Orders page.
  3. The merchant uses the
    Business Center
     to accept the order that is in review, and, if not already enabled, the merchant 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
    ps_cybersourceofficial_order
     table in the PrestaShop database.
  5. The original decision and the new decision are updated and displayed in the
    ps_cybersourceofficial_conversion_detail_report
     table in the PrestaShop database.
  6. The order is updated as
    Awaiting payment
     status for the authorization and displayed on the PrestaShop 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).