What to know when changing your Default Merchant

Setting up a new merchant checklist

Common Issues

• Orders placed through PayPal are unable to change to another merchant. This is because reference transactions are tied to billing agreements on the PayPal account, if you make a new PayPal account those reference transactions/billing agreements will not work, and will cause subscriptions and payment plans to fail.

• Historical orders that require a CVV/CVC/CID can be manually moved to Infusionsoft Payments but our Data team will need to tokenize the saved CVV/CVC/CID for you. To contact one of our representatives who can help get the process started, click here. 

• We are unable to move historical orders for other merchants that require a CVV/CVC/CID  because we are unable to tokenize their credit cards.

• For HISTORICAL orders, there are several different locations that the previous merchant will still be recorded. You must update:
  • Any open orders with a balance due, including:
    1. Orders where the payment defaulted
    2. Orders with a payment plan
    3. Previously created subscription records 
    4. Open orders under the subscription record that are unpaid

Go through each step to correctly update to your new Default Merchant

• Step 1: Update Your Default Merchant

  Step 2: Change the Default Merchant for Manual Orders

  Step 3: Update Your Merchant Settings on Order Forms

  Step 4: Update Merchant used on Subscription Records

  Step 5: Update previously created Subscription Orders

  What are Max Retries and Outstanding time-frame Settings?

Step 1: Update Your Default Merchant 

This is for shopping cart and order form orders.

1. E-Commerce Setup > Payment Types 

   • Check the radio button next to the preferred default merchant IF you have more than one merchant. If there’s only one merchant setup there wont be a checkbox.
     
     
     

For step 2, click here

Step 2: Change the Default Merchant for Manual Orders

This is for any instance where the merchant is required but not given, most commonly with manual orders.

1. E-Commerce > Settings > Orders > Default Merchant for Manual Orders
   
   
   
   

For step 3, click here

Step 3: Update Your Order Forms Merchant Settings

1. E-Commerce Setup > Order Forms > Settings tab > Select the merchant from the "Merchant Account" drop down
   
   
   

For Step 4, click here

Step 4: Update Merchant used on Subscription Records

1. Go to the contact record
   
   
2. From the bottom row of tabs click the "Orders" tab
   
   
3. Scroll down to "Subscriptions" and click the subscription name (blue hyperlink)
   
   
4. Under the Subscription “Recharge Information” Select the drop-down for Merchant Account and select your new Merchant account from the list
   
   
   
5. Click "Save"
   
   

For Step 5, click here

Step 5: Update previously created Subscription Orders

1. Follow the steps from "How to locate and update subscription records"
   1. Then in a subscription record scroll down and under the "Save" button, click on the unpaid “Invoice”  (blue hyperlink) for the past due and/or failed order you want to update
      
      
   2. Scroll down to "Payment Plan" area and then click  “Edit Payment Plan” button
      
      
   3. Select the drop-down for Merchant Account and select your new Merchant account from the list
      
      
   4. Click "Save”
      
      

What are Max Retries and Outstanding time-frame Settings?

When a payment fails, the Max Retries setting will attempt to process the payment based on the number entered in its field. Once the order has attempted the number of Max Retries, there will be no further attempts unless it is reset. By default the Max Retries is set to three. 

As for the Don't Autocharge Invoices That Have Been Outstanding For More Than, select a time range limit for autocharge attempts. The system will no longer try to charge the card after this limit is reached. The default is 12 months. You can reduce this to 9,6, 3, or 1 month.

Below will walk you through the steps to enable to the settings and how to reset once the Max Retries have been reached. 

1. Go to E-Commerce > Settings
   
   
2. From the left navigation click "Orders"
   
   
   1. Under "Billing"
      
      
   2. Locate "Default Max Retries": the number in the field is the number of times an unpaid order will attempt to bill
      
      
   3. The drop-down next to "Don't autocharge invoice that have been outstanding for more than" is the time-frame that an order can be auto-charge after the payment method has been updated
      
      

Reset Max Retries 

In order for the "Reset Failed Attempts" button to be visible in an order that has reached the Max Retries 

The following must be met:

1. The "Reset failed autocharge attempt" setting must be enabled under  E-Commerce > Settings > left menu click Orders > scroll down under "Billing"
   
   
2. The maximum amount of attempts must be reached