Balancing the Basket/Cart

Dave McNamara
Dave McNamara
  • Updated

You cannot confirm an Order when the Basket/Cart is not balanced. This article will show you a number of ways you can balance a Basket/Cart.

We’ll also provide information on Custom Payments, and how to cancel Payments and Refunds in the Basket/Cart.

Before you read this article you should be familiar with:

REMINDER: When taking a payment, click the Payments tab of the Basket/Cart:



When issuing a refund, click the Refunds tab of the Basket/Cart:


TIP: Our Support team are unable to make any changes to your Basket/Cart. In the event that you are unable to balance a Basket/Cart, contact your Box Office Manager or your organisation’s Administrator.

 

What is a balanced Basket/Cart?

A Basket/Cart must be balanced before it can be confirmed. This means before confirming an Order you must:

  • Add payments or refunds to a Basket/Cart until the amount to pay or refund is zero.
  • Add items to the Basket/Cart if you’ve already added a Payment.

This ensures that all money involved in the transaction is accounted for and the actions in the Basket/Cart are recorded.

TIP: You can’t confirm an Order which has outstanding payments or refunds.

If you try to confirm an Order while there is an outstanding payment, you’ll see an Error:

 

 

To confirm the transaction, you would need to add payments until the amount to pay is zero. You can use one or multiple methods of payments.

 

 

What to check before balancing the Basket/Cart

If your Basket/Cart won’t balance, you should first check the following:

  • Check the total in the Items section matches the total in the Payments section of the Basket/Cart. This should include items in the Basket (including any Commission) and Ticket Delivery Commission (if applicable). In this example the total is £67.00:

     

  • In the Payments section of the Basket/Cart, you can see what payments and refunds have been added. A payment will display as a positive amount. A refund will display as a negative amount. This lets you keep track of what transactions have been added to the Basket/Cart:

     

Payments and Refunds in the Basket/Cart should equal the total Order value. If you’ve added too many payments or refunds to the Basket/Cart, you may need to cancel these payments to balance your Basket/Cart.

For more information, read Cancelling a Payment.

 

Balancing a Basket/Cart when the payment is higher than the Order value

If you’ve added a payment that is higher than the total Order value, go to the section below depending on the payment method:

 

Cash payments

If you’ve taken a cash payment for more than the Order total whether one or multiple payments, you’ll see an Amount to Refund.

In this example, the Order is £65.00 with a £66.00 cash payment

You’ll see there is an amount to refund of £1.00. You won’t be able to confirm the Order until this amount is zero.

 

You’ll always be able to cancel a Cash Payment in the Basket/Cart, by following these steps:

  1. Click the red x next to the payment in the Basket/Cart:

     

  2. Select the Payment Type:

     

  3. Check the Amount is correct and click Ok:

     

  4. You’ll be taken back to the Basket/Cart. You’ll see the amount to pay is zero:

     

  5. Click Confirm to complete the Order.

To learn more about cancelling payments, read Cancelling Payments and Refunds in the Basket/Cart.

 

Card Payments

Card payments cannot be cancelled. If you take a card payment that is more than the Order total, you’ll need to refund the Customer

If you try to cancel the transaction, you’ll see this error message:

 

WARNING:  If you’ve already taken the full payment, don’t add any more payments to the Basket/Cart. For example, if you’ve taken a card payment that has been authorised, don’t take another card payment. This will result in the customer being charged twice.

If you take a payment that is more than the Order total, any overpayment will show as an outstanding refund.  In this example, the Order is £50.50:

 

 

A card payment has been taken twice which means the Customer has paid £101. In the Basket/Cart you’ll see that £50.50 shows as the amount to refund. This is the difference between the Order total and the money taken from the Customer.

In the Payment section of the Basket, you’ll see the Card payment. You may see more than one card payment for more than the Order total:

 

To balance the Basket/Cart, follow these steps:

  1. Click the Refunds tab and click Card Refund:

     

  2. You’ll see a Card Refund screen. Check the Amount is correct and click Ok:

     

    card_refund_overpayment_card.png

  3. You’ll be taken back to the Basket/Cart where you’ll see the refund (amount in minus figures) and the amount to pay should be zero:

     

Now that the amount to pay is zero, the Basket/Cart is balanced and you can confirm the Order

 

Custom Payments

If you’ve added a Custom Payment to the Basket/Cart, you may be able to cancel this payment if the Custom Payment has been set to be cancellable.

 If the Custom Payment can be cancelled, click the red cross next to the payment in the Basket/Cart:

 

If there is no red cross next to the payment in the Basket/Cart, this means the payment cannot be cancelled:

 

 

If you try to cancel the transaction, you’ll see an Error message:

 

 

You should issue a refund to balance the Basket/Cart or make the Custom Payment Type cancellable. Follow these steps:

  1. Click the Refunds tab and select the refund type that matches the Custom Payment type:

     

  2. Check the Amount to Refund is correct and click Ok:

     

Now that the amount to pay is zero, the Basket/Cart is balanced and you can confirm the Order.

 

Balancing a Basket/Cart when the refund amount is higher than the Order value

WARNING: If you’ve issued a refund, don’t add any more refunds to the Basket/Cart. This may result in the Customer receiving more money than they should.

If you’ve added refunds to the Basket/Cart that exceed the refund total amount, the Basket/Cart will show an amount to pay. This is because you’ve refunded more than the Order total. To balance the Basket/Cart you’ll need to reduce the amount to pay to zero.

REMINDER: Card Refunds and Refunds to Account Credit cannot be cancelled.

If you can Cancel the Refund, follow these steps

  1. Cancel the Refund in the Basket/Cart
  2. Select the Refund Type and perform the refund

If you’ve issued a refund which isn’t cancellable, you won’t be able to delete this refund from the Basket/Cart.

TIP: Speak to your Box Office Supervisor or Finance Team, who may be able to cancel the refund or advise on which Payment Type you may need to use to balance the Basket/Cart.

 

Accounting Date

If you use Accounting Date and want to make a change to a confirmed Order, you may need to change the Accounting Date. The Accounting Date should match the date of the initial mistake. This means that any debits and credits are balanced on that specific date.

Read Editing the Accounting Date in Existing Orders for more information.