Order Review and Statuses
When a user places an order, its initial order status will be Pending payment, which indicates Bolt is reviewing the order. There are four potential statuses the order may take after review:
|
Bolt Rejected |
When Bolt suspects the transaction is likely a fraud, Bolt rejects the transaction. In this case, the status will be updated Bolt Rejected. You may either force approve or confirm rejection in the Bolt Merchant Dashboard. |
| Failed |
When Bolt is confident an order is fraudulent, Bolt irreversibly rejects the transaction. In this case, the status will be updated to Failed. |
| Processing |
When Bolt approves the order, the status will be updated to Processing. If auto-capture is enabled, payment is captured at this point. Otherwise, the payment will be captured when the invoice is issued. |
|
On Hold |
If Auth&Capture is set for the merchant (funds are captured separately from the authorization), then an order will be placed "On Hold" once it has been authorized. This indicates the merchant can fulfill the order, and once updated to Processing in WooCommerce Bolt will capture the funds. |
Taking Phone Orders
Occasionally merchants will find it necessary to take order by phone. The following section covers the procedures involved in creating a phone order.
Creating an Order
To create a new order in the WordPress Admin Dashboard, navigate to the WooCommerce Orders page and select Add order.
- Enter the address, items, and shipping information.
- Select Bolt as the payment method.
- Keep the status as Pending payment.
- Click Create to save the order.
Email invoice
Once the order has been created, you can send choose to send an email invoice to the customer.
The customer will receive a link that they can use to complete the payment with Bolt.
Pay Using the Bolt Dashboard
Alternatively, if you'd prefer to take the customer's payment information over the phone, open the Bolt Merchant Dashboard by clicking Bolt dashboard to process payment and select New Payment. (Orders created using the Bolt Virtual Terminal will not be indemnified.)
Refunds
Refunds are best processed through WooCommerce, as the Bolt Merchant Dashboard will not automatically sync with your order management system.
However, If you'd like to issue a full or partial refund to your customer, you can do so by using the Bolt Merchant Dashboard.
Use the following steps to issue a refund:
- Log into your Bolt Merchant Dashboard at https://merchant.bolt.com/.
- Click Transactions at the top of the page.
- Use the search bar to locate the transaction that you are looking to refund. You can search on: customer name, order number, Bolt transaction ID, or customer email.
- Once you have found the transaction in the list, click on the transaction to open the transaction details. Note that only transactions with a status of Completed can be refunded.
- Click the Issue Refund button at the top of the page.
- Choose whether to issue a full refund or a partial refund. If you issue a partial refund, enter the amount (see screenshot below).
- Click Refund.
- Once the Refund button is clicked:
- The refund will be processed. Depending on the issuing bank, it might take up to 7 days for the refund to show up on the customer's bank or card statements.
- Your customer will be notified via email of the refund.
- The refund will be synced to your shopping cart platform (for example, BigCommerce, Magento, WooCommerce, Shopify).
- The refund will be added as a note at the bottom of the transaction details panel. This note will contain a link to the refund transaction.
Note — Bolt will retain both the processing fee and Bolt fee on refunded transactions
Note — A refund cannot be issued if there is an active chargeback dispute, fraudulent or non-fraudulent, open on the transaction.
For details on WooCommerce refunds go here.