Kavi® Commerce Help

Chapter 2. Viewing and Managing Transactions

Viewing Transactions

Quietly handling credit card processing requests from Kavi Billing, Kavi Commerce is a virtually invisible component of Kavi Membership until a transaction needs to be reviewed or managed. When it does, an Organization Admin can use Kavi Commerce's Manage a Transaction tool to review transaction details, and access tools to refund or complete this transaction.

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Refunding Transactions

You should use the Kavi Billing Refund a Bill tool to refund billed transactions whenever possible, so that the billing account remains synchronized with the actual charges. The Kavi Commerce Issue a Refund tool should only be used when the Refund a Bill tool isn't appropriate. There are only a few scenarios when this tool is the right choice.

  • Issue refunds for transactions where the bill is missing, broken or contains bad data.

  • Refund the entire transaction amount for a charge that should not have been made — in effect canceling the transaction. If a bill exists, the payment status in the bill is not affected by this refund. For example, if the bill status is Paid, it will still be Paid after the refund is issued in Kavi Commerce.

Only transactions in certain states can be refunded, because you can't issue a refund for money that you have not yet received. For example charged, returned, and failed return transactions can be refunded. The Manage a Transaction page is sensitive to the transaction's status, and will only present links to tools that are appropriate for that transaction.

To learn more about how each transaction can be changed based on its status, see the Transaction Status Descriptions table.

Tips on Refunds

  • Depending on the PayPal processor, transactions may not be processed until the end of each day. You can see if the gateway is aware of the refund by looking at the gateway messages on the Manage a Transaction page. Refunds and other transaction changes may not be reflected in the cardholder's account for several days, but as long as the gateway has received and replied to the refund request, you can assure the cardholder that they will have their money back shortly.

  • If a refund transaction fails, you can use the Manage a Transaction tool to review the details. Because refunds are only done on valid, previously charged transactions, failures here are usually due to a connection or system problem between Kavi Commerce and the gateway. Please contact Kavi support for assistance.

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Failed Transactions

Transaction failure is probably more common and less serious than most people would expect. Transaction failures are often a byproduct of security measures that ensure transactions complete cleanly and fully before they are committed at either the Kavi Commerce or the PayPal end.

What Can Make Transactions Fail?

Transactions can fail for any number of reasons, including temporary technical issues. Here are some of the common causes of transaction failure.

  • There's a typo in the card number, expiration date, cardholder information, or security code

  • The card is expired

  • Insufficient funds

  • Declined for some other reason, possibly as a security precaution

  • Unsupported credit card type

  • System busy

  • System unavailable

Tips on Failed Transactions

  • The transaction failure message received from the gateway is stored in the message log that lives with each transaction. To view this error, go to the Manage a Transaction page. The message log appears at the bottom of the form.

  • If a membership applicant or administrator is using Kavi Billing and a credit card transaction fails, the user is immediately prompted to try a new transaction or select an alternate payment type. See Help! My Credit Card Wasn't Accepted for suggestions on retrying a credit card.

  • If 'Check Security Code' is enabled in Kavi Commerce and a transaction fails the security code check, the transaction is recorded as a 'Failed Charge' in Kavi Commerce. The person submitting the charge request (the user or administrator) is notified that the charge failed and invited to try again.

    However, the card holder may see one or more transactions on their credit card account statement, even if the card was never successfully charged. If the PayPal processor refuses the charge, this transaction may appear on the statement. Some PayPal processors authorize the transaction even though the security code check failed. Kavi Commerce immediately voids this transaction so the credit card is not charged, but the credit card statement may now contain a pair of transactions: one where the charge succeeded, and the second where the charge was voided.

  • You may be asked to assist users who can't find the security code on their credit card, or who have a credit card with no security code. For more information, see the document on Security Codes.

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Kavi Commerce doesn't perform authorizations before charging a credit card, since memberships are a service, rather than a real good. The one case where something like an authorization request can appear on a credit card statement is when a security code check fails.

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