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Entering Payment Information for Quotes or Orders

End users enter billing and payment information in the Payments view tab of a quote or order.

Siebel Order Management provides these payment methods: credit card, purchase order, check, money wire, cash, and stored value. Your company may add other payment methods through list-of-values administration.

If you entered a payment profile for this customer, then when you make a selection in the Payment Method field, the Payment Detail form is automatically populated with the information that you entered in the profile for that payment method. The end user can edit this default information. For more information, see Creating Payment Profiles.

This task is part of the Common Tasks for Creating Quotes and Sales Orders.

To enter payment information

1. Navigate to the quote or order for which you want to enter payment information.
2. Click the Payments view tab.
3. If payment terms are appropriate for this quote or order, in the Payment Terms field, select the payment terms.

   Your company's policies determine when payment terms must be used.

4. In the Payment Lines list, below the Payment form, add a payment line item.

   For the first payment line, the total amount of the order is copied to the Transaction Amount field.

   NOTE:  If this is an order that was created from a quote which included payment information, that information appears as a payment line item.

5. If the customer will use more than one payment method, change the amount in the Transaction Amount field to the amount for this first payment method.
6. In the Payment Method field, select the method for the transaction amount.

   The default payment method is Credit Card.

7. In the Payment Detail form below the Payment Lines list, complete additional fields for the selected payment method.
8. The form changes depending on the payment method selected. For details about important fields for each payment type, see Payment Fields for Payment Methods.
9. For credit card and purchase order payments, check the customer's credit.
   • For a purchase order payment, click Credit Check.
   • For a credit card payment, click Authorize.

     NOTE:  For sales orders, you will typically use Authorize before placing the order. Then later, after the order has been filled, you may return and click Settle. When creating field service orders or cash and carry orders, you may want to use Authorize and Settle instead of Authorize at the time of order.

10. Review the Payment Status field and select a status, if appropriate.

    You may return to change this field later, for example, after receipt of a check. For details about changing the payment status, see Changing the Status of a Payment.

11. For each additional payment method, repeat Step 4 through Step 10. When you add another payment method, the transaction amount will default to the remaining amount not yet associated with a payment method.

Payment Fields for Payment Methods

Each payment method requires different information. When an end user adds a payment method to an order, the Payment Details form below the Payment Lines list shows the appropriate fields for that payment method.

The available buttons on the form also change, to reflect the appropriate actions for that payment type. For example, a cash payment does not need to be authorized or settled, while a credit card payment does.

The following tables list important fields for each of the payment methods.

• Checks - see Table 28
• Credit Cards - see Table 29
• Purchase Orders - see Table 30
• Wire Transfers - see Table 31
• Stored Values - Table 32

Approving a Payment

Depending on how your company has set up payments, certain payment methods might require approvals before they can be accepted.

The initial payment status is set to pending. A user with approval capabilities will then need to change the status to approved.

NOTE:  Approving a payment is not the same as authorizing a payment. Authorization performs a credit check through a back-office system.

To approve a payment

1. Navigate to the quote or order for which payment needs to be approved.
2. Click the Payment view tab.
3. In the Payment Lines list, select the purchase order payment to approve.
4. In the Payment Detail form, below the Payment Lines list, enter your name in the Approved By field and enter today's date in the Approval Date field.

Changing the Status of a Payment

The status assigned to a payment may be set automatically in some cases (such as when a credit card is authorized), but needs to be set manually in others. For example, when the payment method is a check, the initial status is set to Pending Check Receipt. After a company receives funds for the check, an end user can manually change the status of the payment transaction to Authorized, for example.

Your company may also create business processes that automatically update the status under certain circumstances.

Table 33 lists the possible payment statuses and explains when they are likely to be used.

To change the status of a payment

1. Navigate to the quote or order for which the payment status needs to be changed.
2. Click the Payment view tab.
3. In the Payment Lines list, select the appropriate status in the Payment Status field.

Checking Credit for a Purchase Order

An end user can check a customer's credit when the payment method is a purchase order.

The end user can also check credit when payment is made using a credit card. For information, see Authorizing and Settling Credit Card Payments.

To check credit for a purchase order

1. Navigate to the quote or order which you are working.
2. Click the Payment view tab.
3. If necessary, enter the purchase order information.
4. In the Payment form, click Credit Check.

   Your Siebel application sends an authorization request to your back office or financial system to confirm whether the purchase order is valid and the payment can be authorized.

   The back-office system returns information to three fields: Credit Status, Credit Status As Of, and Credit Check Message.

Authorizing and Settling Credit Card Payments

In an order, an end user can check authorization of payment by credit card and can then settle the payment, to collect the amount authorized. For credit card authorization to be available, your Siebel application must have implemented integration with another payment processor. For more information, see Siebel eSales Administration Guide.

To authorize and settle a credit card payment

1. Navigate to the quote or order with which you are working.
2. Click the Payments view tab.
3. If necessary, add a Payment Line and enter the credit card payment information, or select the payment line containing the credit card payment.
4. Perform one of the following:
   • To authorize the credit card payment, in the Payment Detail - Credit Card form, click Authorize.
   • To settle a payment that has previously been authorized, click Settle.
   • To authorize and settle a credit card payment at the same time, click Authorize and Settle.

     Your Siebel application sends an authorization request to a third-party payment processing system to confirm whether the payment can be authorized, and settled, if appropriate.

NOTE:  When the end user clicks Authorize or Authorize and Settle, credit check calls a payment processing system to approve the transaction. Sometimes an error will be returned, or the payment will be rejected. When this occurs, the end user can use the status and any error message returned to determine the appropriate course of action.

Authorizing a Credit Card Payment Manually

When the credit check of a credit card payment returns the Payment status Declined or Referred, the end user will need to assess the reason the payment has not been approved. If the end user determines that the payment is good, he or she can manually authorize the payment. In such a case, the end user must obtain an authorization code verbally from the credit card company.

To manually authorize a credit card payment

1. Navigate to the order with which you want to work.
2. Click the Payments view tab and select the credit card payment line with the Payment Status of Declined or Referred.
3. In the Authorization Code field, enter the authorization code.
4. When you are prompted to confirm the change to the order, click Yes.

   Your Siebel application accepts the new entry and the credit status on the line item is changed to Authorized. A note appears in the Payment History with the change request date and requestor. This manually entered code will be used to validate the order approval with the bank during settlement processes.

Checking Payment History

It is important to be able to explain to customers all of the transactions that relate to their payment method. An end user can see all transactions against a specific payment line by checking the payment history. For example, if a credit card is authorized manually, that action will be noted in the history, along with the date and requestor.

The specific changes that are recorded in the payment history are determined by settings your company makes in the Application Administration screen, Audit Trail view. For complete information about setting up Audit Trail, see Siebel Applications Administration Guide.

To check payment history

1. Navigate to the order for which you want to check payment history.
2. Click the Payments view tab.
3. In the Payment Lines list, below the Payments form, select the payment for which you want to see history information.
4. From the menu of the Payment Lines list, select Payment History.

   The Payment History dialog box appears, listing information about changes to the payment item.

Entering Refunds

An end user can enter a refund of a credit card payment for a customer, when appropriate. Refunds are given after a settlement of a payment has occurred and funds have been transferred.

To enter a refund

1. Navigate to the order for which you want to enter a refund.
2. Click the Payments view tab.
3. In the Payment Lines list, below the Payments form, select the credit card payment for which you want to enter a refund, and click Refund.