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Siebel Order Management Guide > Creating a Quote or Order > Common Tasks for Creating Quotes and Orders >

Adding Payment Information

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

In a quote, payment information is entered in one Payment form.

In an order, additional forms and fields are provided. The Order Payment form contains some general fields related to payment, such as bill-to and pay-to information, and payment terms. Specific information about payments are recorded in the Payment Lines list, below the Payment form, and in the Payment Details form, below the Payment Lines list.

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.

A customer may use one or more methods of payment for an order. In a quote, only one payment method can be indicated. If the customer wants to use multiple methods, the end user can specify them after the quote becomes an order.

Because the amount of payment detail that can be entered is different for quotes than for orders, separate sets of instructions are provided below.

To enter payment information for a quote

Navigate to the quote for which you want to enter payment information.
Click the Payment view tab.
In the Payment Method field, select the method to be used.
Complete any necessary fields related to the payment method:
For a purchase order or billing number, enter the number in the Purchase Order # field, or select Pending if the customer does not yet have a PO number.
For a credit card, complete these fields: Credit Card Type, Credit Card Number: Cardholder's Name, Expiration Month, and Expiration Year.
If payment terms are appropriate for this quote, in the Payment Terms field, click the select button, highlight the payment terms for this quote, and then click OK.

Your company's business process will determine when payment terms should be used.

To enter payment information for an order

Navigate to the order for which you want to enter payment information.
Click the Payments view tab.
If payment terms are appropriate for this order, in the Payment Terms field, click the select button, highlight the payment terms for this order, and then click OK.

Your company's business process will determine when payment terms should be used.

In the Payment Lines list, below the Payment form, click the New button to add a payment line item.

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

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

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.
In the Payment Method field, select the method for the transaction amount.

The default payment method is Credit Card.

In the Payment Detail form below the Payment Lines list, complete additional fields for the selected payment method. For details about important fields for each payment type, see Payment Fields for Payment Methods. The required fields for each method are listed in the following table:

Payment Method	Required Information
Credit card	In the Payment Type field, select the type of credit card. Complete these additional fields: Credit Card Number: Card Holder, Expiration Month, Expiration Year, and Billing Address.
Purchase order	In the Purchase Order # field, enter the number.
Check	In the Payment Type field, select the type of check.
Stored value	In the Payment Type field, select the type of credit.
Cash	No additional information required.
Wire transfer	No additional information required.

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.

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.

For each additional payment method, repeat Step 4 through Step 9. 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 tables below list important fields for each of the payment methods.

Checks - Table 10
Credit Cards - Table 11
Purchase Orders - Table 12
Wire Transfers - Table 13
Stored Values - Table 14

Table 10.  Payment Detail Fields for Checks

Important Fields	Description
Transaction Amount	Amount for the individual payment transaction.
Payment Method	Check
Payment Type	Type of check being used: Personal, Corporate, or Cashiers.
Check Number	The identifying check number.
Date of Birth	The customer's date of birth.
Checking Account Number	The bank account number for the check.
ABA Code	The American Banking Association code for the bank on the check.
Social Security #	The customer's social security number.
Drivers License State	The state in which the customer has a drivers license.
Drivers License #	The customer's drivers license number.
Bill To Account Name and Address	Name and address of the account being billed for this payment line item. Defaults from the Payment form.
Authorization Code	Code indicating that authorization of the check has been given.
Authorization Date	Date authorization was given for the check. May be entered manually or configured to be entered automatically.
Check Mailing Address	Your company's mailing address, to tell the customer where to mail the check.
Payment Status	Defaults to Pending Receipt of Check Receipt. Change this after the check has been received and deposited, and funds received.

Table 11.  Payment Detail Fields for Credit Cards

Important Fields	Description
Transaction Amount	Amount for the individual payment transaction.
Payment Method	Credit Card
Payment Type	The type of credit card. Out-of-the-box, available types are Visa, MasterCard, Discover, and American Express.
Credit Card #	The credit card number.
Expiration Month	The month the credit card expires.
Expiration Year	The year the credit card expires.
Issuing Bank	The name of the bank that issued the card.
Issuing Bank Phone Number	The phone number for the bank that issued the card.
Credit Card Holder	Name of the person on the credit card.
Billing Address, City, State, Zip	Address fields for the person responsible for this payment line item. Defaults to the account's bill-to address.
Payment Status	After you click Authorize or Authorize and Settle, the credit card authorization process returns one of these values as the status: Authorized. Indicates the credit card payment for the transaction amount entered has been approved. AVS Failed. Indicates that the address entered for the customer did not match the address in the Address Verification System (AVS). Card Verification Declined. Indicates this payment was declined because the card could not be verified. Charged. Indicates the charge was authorized and has been charged. Declined. Indicates authorization was declined. Need Verbal Authorization. Indicates that the bank must call the owner of the card for authorization. Referral. Neither approved nor declined. The bank needs to research something related to authorizing this payment.
Authorization Code	Code returned when the transaction was authorized.
Authorization Date	Date the transaction was authorized.
AVS Code	Code provided by the Address Verification System (AVS) to indicate the address for the credit card was verified.
Customer Code	For a corporate customer, a code verifying that the credit card may be used.
Card Verification #	This is a four digit unique identifier that is often printed on the back of a credit card. It is used to reduce fraud because only the person holding the card should know it. This field should be deleted after the number is submitted for authorization.
Merchant ID	Your company's identifying number. If more than one Merchant ID is available, the correct ID for this payment can be selected from drop-down list.

Table 12.  Payment Detail Fields for Purchase Orders

Important Fields	Description
Transaction Amount	Amount for the individual payment transaction.
Payment Method	Purchase Order
Purchase Order #	Number of the purchase order. May display Pending if the order was created from a quote which had Pending as the PO#.
Payment Type	For a purchase order, the payment type is Payment.
Payment Status	Status of the payment. Defaults to Pending Check Receipt. Change this after the funds have been received.
Credit Status	Status information returned from the back office after a credit check is done by clicking Check Credit.
Credit Status As Of	Date the credit check status information was returned.
Credit Check Message	Message text returned with the credit status.
Bill To Account	Name of the account responsible for this payment line item.
Bill To Address	Address of the account to be used in relation to this payment line item.
Approval Date	Date that the purchase order payment was approved.
Approved By	The name of the person who authorized the purchase order.
Authorization Code	Code returned when the payment was authorized.
Authorization Date	Date the payment was authorized. May be the date the funds appear in the account.
Payment Comments	Any comments appropriate for this payment.

Table 13.  Payment Detail Fields for Wire Transfers

Important Fields	Description
Transaction Amount	Amount for the individual payment transaction.
Payment Method	Wire Transfer
Originating Bank	The bank sending the transfer.
Branch Bank Address, City, State, Zip	The address of the bank sending the transfer of funds.
Bank Routing #	Routing number for the bank.
Payment Account #	Wire transfer account number.
Date of birth	The customer's date of birth.
Bill To Account Name	Name of the account responsible for this payment line item.
Contact Name	Person to contact in relation to this payment line item.
Contact Phone	Phone number for the contact.
ABA Code	The American Banking Association code for the bank on the check.
Social Security #	The customer's social security number.
Authorization Code	Code returned when the payment was authorized.
Authorization Date	Date the payment was authorized. May be the date you see the funds in the account.
Payment Status	Status of the payment. Defaults to Pending Check Receipt.
Drivers License #	The customer's drivers license number.
Drivers License State	The state in which the customer is licensed to drive.

Table 14.  Payment Detail Fields for Stored Value

Important Fields	Description
Transaction Amount	Amount for the individual payment transaction.
Payment Method	Stored Value
Payment Type	Type of stored value. Preconfigured values are Gift Certificate and In-Store Credit
Payment Status	Status of the payment. Defaults to Pending Check Receipt.
Contact Name	Contact name associated with the stored value.
Payment Account #	Number of the account that will provide the payment of the stored value.
Account Name	Name of the account with which the payment is associated. Defaults to the bill-to account.
Authorization Code	Code returned when the payment was authorized.
Authorization Date	Date the payment was authorized. May be the date you see the funds in the account.

Approving a Payment

Depending on how your company has set up payments, certain payment methods may 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

Navigate to the quote or order for which payment needs to be approved.
Click the Payment view tab.
In the Payment Lines list, select the purchase order payment to approve.
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 15 lists the possible payment statuses and explains when they are likely to be used.

Table 15.  Payment Statuses

Status	Comment
New	Payment information was sent, but confirmation of receipt from the back-office system was not received. The message may not have been received.
Authorized	The payment has been authorized.
Declined	The payment has been declined.
Charged	The payment has been charged to a credit card.
Refunded	The payment has been refunded to the customer.
Reversed	The payment shown was previously charged to a credit card, and that charge has been reversed; a credit for the same amount was sent to the credit card.
Referral	Payment has been held by the bank until they can gather additional information.
Pending Check Receipt	A check, purchase order, or wire transfer has been received. Receipt of the payment has not yet occurred.
AVS Failed	Indicates that the address entered for the customer did not match the address in the Address Verification System (AVS). Typically used with credit card payments
Card Verification Declined	A third-party authorization system was not able to verify the credit card.
Need Verbal Authorization	This payment needs to be verbally authorized by the credit card company.

To change the status of a payment

Navigate to the quote or order for which the payment status needs to be changed.
Click the Payment view tab.
In the Payment Lines list, select the payment for which you want to change the status.
In the Payment Detail form, below the Payment Lines list, select the appropriate status in the Payment Status field.

Viewing Payments

With Siebel Customer Order Management, end users can review payments by account, type, status, and other important metrics. This can be a quick way to review a number of payments at once. This can be helpful when your company's payment system is down.

To review information about a number of payments at once

Navigate to the Payments screen.
Query to display the particular payments you are interested in.
To see history for a particular payment, highlight it in the Payments list, and review the information in the Payment History tab, below the Payment Detail form.

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 via credit card. For information, see Authorizing and Settling Credit Card Payments.

To check credit for a purchase order

Navigate to the quote or order which you are working.
Click the Payment view tab.
If necessary, enter the purchase order information.
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.

The end user can also check credit for purchase orders. For information, see Checking Credit for a Purchase Order.

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.

NOTE:  The user can authorize and settle credit card payments only in orders. You can use Siebel Tools to make authorization available in quotes also: you must expose the Authorize button in the Payment view of the Quotes screen.

To authorize and settle a credit card payment in an order

Navigate to the order with which you are working.
Click the Payments view tab.
If necessary, add a Payment Line and enter the credit card payment information, or select the payment line containing the credit card payment.
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 should obtain an authorization code verbally from the credit card company.

To manually authorize a credit card payment

Navigate to the order with which you want to work.
Click the Payments view tab and select the credit card payment line with the Payment Status of Declined or Referred.
In the Authorization Code field, enter the authorization code.
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 is displayed 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 Applications Administration Guide.

To check payment history

Navigate to the order for which you want to check payment history.
Click the Payments view tab.
In the Payment Lines list, below the Payments form, select the payment for which you want to see history information.
Click 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

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

Click Refund.

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