Capturing payment and fulfilling the order

When a customer pays by card or Vipps in the webshop, the amount is first reserved. The money is taken – captured – when you deliver the order. This means the customer does not pay for goods that have not been sent yet, and you avoid having to refund if you need to cancel before delivery.

Before you start

You need the permission «Oppdatere status, oppfylle, legge til notater» (Update status, fulfil, add notes).

How to do it – normal delivery

1. Go to «Salg» (Sales) → «Ordrer» (Orders) and open an order with the status «Betaling reservert» (Payment reserved).
2. Pack and ship the goods.
3. Press «Fullfør ordre» (Complete order) at the top right. The confirmation reads «Reservert beløp på … kr belastes først.» (The reserved amount of … NOK is captured first.)
4. Confirm. Cmerce captures the reserved amount and sets the order to «Fullført» (Completed).

If you would rather show the customer that the order has been shipped, choose «Endre status» (Change status) → «Marker som sendt» (Mark as shipped). The reserved amount is captured first in this case too. Later you can set the order to «Levert» (Delivered) or «Fullført».

Capturing without completing

Sometimes you want to capture without delivering yet, for example for a pre-order. Press «Belast uten å fullføre» (Capture without completing). The amount is captured, the order becomes «Betalt» (Paid), and you complete it later.

Capturing line by line

Under «Ordrelinjer» (Order lines) you can choose «Belast linjer» (Capture lines) and then «Belast valgte linjer» (Capture selected lines) to capture only the items you are sending now. This is only available when the payment method supports partial capture, for example Vipps. For card payments through Surfboard or Stripe the whole reservation is captured at once.

Orders awaiting payment

An order with «Venter på betaling» (Awaiting payment) has no reservation – for example with manual payment such as a bank transfer.

• When the money has arrived, press «Marker som betalt» (Mark as paid).
• If you are delivering straight away, you can use «Betalt og fullfør» (Paid and complete).

If you try to complete an order where nothing has been paid, Cmerce stops you with the message «Ingen betaling å belaste — bruk «Marker som betalt» hvis kunden har betalt på annen måte.» (No payment to capture – use «Marker som betalt» if the customer paid another way.)

Automatic capture for digital goods

For items delivered straight away, you can let Cmerce capture automatically. Open the product under «Katalog» (Catalogue) → «Produkter» (Products), and under «Automatisering» (Automation) switch on:

• «Auto-belast» (Auto-capture) – the payment is captured automatically once it has been reserved. Recommended for digital products and subscriptions.
• «Auto-fullfør» (Auto-complete) – the order line is marked as completed automatically after capture. Not suitable for items that need manual delivery.

Pickup orders

Orders to be collected in store are captured when the customer collects the goods at the till. See Web orders at the till.

Good to know

• Receipt on capture. When the payment is captured, Cmerce sends the customer a receipt (sales document), and the sale is booked on the capture date. See Sales documents for online sales.
• Reservations do not last for ever. A card reservation typically lasts around a week. Uncaptured reservations with Stripe and Vipps are cancelled automatically after about a week. Deliver and capture in time, or you will not get paid.
• Failed capture. If you get «Belastningen feilet — status ikke endret» (Capture failed – status unchanged), no money was taken and the order status is unchanged. Check «Betalinger» (Payments) on the order and try again.
• Many orders at once. With «Fullfør valgte» (Complete selected) in the order list you capture and complete several orders in one go.

Frequently asked questions

Why is the order still «Betaling reservert»?

Because it has not been delivered and captured yet. Orders for products without «Auto-belast» wait for you to press «Fullfør ordre», «Marker som sendt» or «Belast uten å fullføre».

Can I undo a capture?

A capture cannot be undone, but you can refund the amount. See Refunds and credit notes.