Issuing refunds
Learn how to issue refunds through the Salesforce B2B Commerce App.
Last updated
Learn how to issue refunds through the Salesforce B2B Commerce App.
Last updated
Understanding fulfillment flow
When a cart is successfully submitted, an order is created in both Salesforce and Digital River. On the Digital River end, an order has a defined lifecycle with different stages. An event is created in Digital River when the order goes to a different stage in its lifecycle.
Whenever a Digital River Order is created, and the payment has been authorized (passed fraud check), then the order.accepted event is created. This event triggers the fulfillment flow between Salesforce and Digital River. Currently, the Digital River App supports fulfillments at the line-item level except for cancellations which can be done at both the order and line-item level.
The following sequence diagram outlines the flow during fulfillment.
The following list shows the sequence of steps in the fulfillment flow:
On successful Digital River order creation and payment authorization, an order.accepted event is created at the Digital River end.
This will send a notification to Salesforce by making a call to the following registered webhook endpoint exposed through this app:
<>/services/apexrest/digitalriverv2/ DROFIOrderMgmNotification/
This notification has all the relevant information like the type of event and the data associated with the event.
The app creates a Digital River fulfillment record in Salesforce with the Digital River order identifier. OFI Received flag on this record will be set to TRUE.
Clients should start their fulfillment process only after the OFI Received flag is checked on the Digital River fulfillment record for the order as this indicates that Digital River was able to authorize the payment and it has passed the fraud check.
Whenever a line item is fulfilled at the client-side, they need to update the Digital River Order Item State field on CC Order Item to fulfilled.
This will create a Digital River Line Item Fulfillment Record for this line item.
The Digital River Line Item Fulfillment Record will have all the relevant information like CC Order Item Id, Digital River Line Item ID, Line Item Quantity, Parent Digital River Fulfillment Record Id, and other information required to send fulfillment information to Digital River. Currently, the app does not support partial fulfillment.
EFN OrderItem Status field will be Open when this record is initially created.
The fulfillment job runs on a schedule and picks up all Digital River Line Item Fulfillment records whose EFN OrderItem Status is either Open or Pending.
EFN OrderItem Status will be set to Pending if there is a failure while sending fulfillment information to Digital River.
EFN OrderItem Status will be set to Completed when the fulfillment information is successfully sent to Digital River.
Digital River Order will be moved to Completed state, when fulfillment information is sent for all the line items in that order and funds are captured.
This will create an order.complete event at the Digital River end.
On creation of this event, a notification will be sent to the following registered webhook endpoint:
<>/services/apexrest/digitalriverv2/ DROrderCompleteNotification/
The app sets the OCN Received flag on the Digital River Fulfillment record to true.
The Digital River Order state field on CC Order is updated to complete.
Note: See Step 9: Set up webhooks for instructions on registering a Webhook URL.
You can request a cancellation at the order as well as at the line-item level. However, you can only cancel at the order level when none of the line items in the order are previously fulfilled. The following list explains the conditions when you can cancel a CC Order:
The Digital River Order State on CC Order is accepted or pending_payment or in_review or blocked.
The Digital River Order Item state on CC Order Items is either created or cancelled.
If the above conditions are not satisfied, then an error will occur when trying to cancel the CC order.
The following list shows the sequence of steps between Salesforce and Digital River during an order-level cancellation:
Set the Digital River Order State field on CC Order to cancelled.
The CC Order Trigger in the Digital River App will update the Digital River Order State field on the Digital River Fulfillment record for this Order to cancelled.
The Order Level Fulfillment job runs on a schedule and picks up all Digital River fulfillment records whose EFN Status is Open or Pending and Digital River Order State is cancelled.
The Order Level Fulfillment job will take care of sending cancellation requests for all the line items in the order.
The EFN Status on the Digital River Fulfillment record will be updated to Completed once the cancellation information is successfully sent to Digital River.
The OCN Received flag on the Digital River Fulfillment record will not be updated to true for order-level cancellations.
This flow is exactly similar to the steps mentioned in the Fulfillment flow. The only difference is in Step 2 where you need to update the Digital River Order Item State field on the CC Order Item to cancelled instead of fulfilled. The remainder of the flow will remain the same.
For order-level cancellation, you should only set the Digital River Order State field on CC Order to cancelled. The Digital River Order Item State field on CC Order Items should be set to cancelled only when you create a line-item level cancellation.
The Digital River Salesforce B2B Commerce App provides customers the ability to request a full or partial refund at the order level. Currently, there is no support in the App to request a refund at the line-item level or on shipping costs, taxes, fees, and duties.
To refund for shipping costs, the Service Representative can issue a refund request at the order level and enter the shipping cost amount.
To issue refunds through the App:
Go to the CC Order record for which fulfillment is completed (that is, the Digital River Order State field on CC Order is complete).
For Refund For, select Full Order.
For Refund, select the appropriate adjustment value from the dropdown list.
For Reason, select the reason for refunds from the dropdown list.
Specify your comments in the Comments text box.
You must add Service Representatives to the DRB2B Refund Permission Set before they can make a refund request.
Refunds can only be made for orders that are already fulfilled. Otherwise, you will see an error saying “Fulfillment is not yet done for this Order”.
Click Refund. This Refunds page appears with CC Order Number, DR Order Id, Available Amount to Refund, and a section for Previously submitted refunds.
Enter the amount to be refunded in the Refund Amount text box.
Click Submit Refund Request. The refund request will be submitted to Digital River and the page will refresh. You should see this refund request information in the Previous Refunds section. You should also see that the available refund amount is now updated.
