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Frank Hagan


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    Managing Contact Transactions



    ONTRAPORT provides powerful sales automation with trial periods, payment plans, subscription plans, and two tier Partner (affiliate) commission calculations without requiring any manual intervention. All of these features are available using any of our payment gateways (except standard PayPal) without activating special extra cost features in the gateway itself. When you need to manually intervene for customer satisfaction reasons, you can manage each Contact's transactions on the Purchases tab of the Contact record.


    About the Purchases Tab

    The Purchases tab in the Contact record stores the Contact's purchase history, last transaction information, credit card information, a listing of individual transactions and the "open orders" (future payments for trial periods, payment plans and subscriptions). You can manually update the customer's credit card, process transactions, re-run Partner (affiliate) commission and resend invoices from the Purchases tab. Show / Hide

    Purchases tab showing transactions

    Updating Credit Cards

    • To enter or update credit card information, click the Actions menu and select Manage Credit Card Show / Hide


    • If a card is on file, you can edit the details by clicking the Edit link Show / Hide

      edit credit card details

    • Fill in the credit card information. Check with your payment gateway for the list of required fields (you may not need to complete the billing address section).


    Entering Manual Transactions

    Use the Action menu to charge or log (without charging) a manual transaction. See our article on Manual Transactionsexternal link for step by step instructions!



    Actions for Existing Transactions

    In the Transactions section the Actions menu lists up to 8 different actions. If an action is not available for the selected transaction it will not be shown or will be greyed out. Show / Hide

    transaction actions available

    • Mark as Paid Available for unpaid transactions, such as those in Collections, this option marks the transaction as paid without processing it through the payment gateway.

    • Rerun Transaction Available for transactions in Collections, this option attempts to process the transaction through the payment gateway. This is most often used after manually updating the credit card details. Not available for standard PayPal transactions.

    • Refund Transaction This option marks the transaction as refunded and, with all gateways except PayPal, attempts to process the refund through the gateway. If you are using standard PayPal you must process the refund through standard PayPal, then use this function to mark it as refunded in ONTRAPORT. Note that some gateways have a time limit on refunds or may limit the ability to refund charges. These factors are beyond our control and cannot be remedied by ONTRAPORT. We recommend that you verify your first refund through the payment gateway by logging into the gateway's administration section.

    • Void Transaction Available for transactions that are already paid and those in collections. Voiding a transaction erases it but does not attempt to void or refund the transaction through the payment gateway.

    • Write Off This option marks a transaction in collections status as a "write off". Accounting systems may treat any orders in collections as bad debt and written off after a defined period of time, such as 90 days. Check with your accountant for the proper use of this feature, as it varies by business type and tax authority. Note that ONTRAPORT's built-in Collections and Recharge Settingsexternal link uses a default of 90 days to convert an order in collections to write off status.

    • Re-run Commission Most commonly used after manually updating a Contact record's First and Last Referrer, this option re-runs the commission calculation. This can have the effect of removing commissions from one Partner and adding it to another, or adding commission to a Partner who was not originally specified in the First or Last Referrer fields when the transaction was completed.

    • Re-send Invoice Resends the original invoice to the Contact

    • Export Transactions Select one or all transactions and export them. A CSV file can be sent to any email address you specify. Prior export files are stored in the Export History section to download again. Show / Hide

      export transactions


      Note that this function exports only the transactions for this individual Contact. All transactions can be exported in Sales Reportsexternal link in the Sales collection.


    Actions for Open Orders (subscriptions)

    The Subscriptions and Payment Plans section shows the upcoming charge or "open order" for any subscriptions or payment plans for the Contact. Select the open order and use the Actions menu to Delete or Edit the open order. Show / Hide

    edit subscriptions

    • Delete cancels the entire subscription.

    • Edit opens the Edit Open Order dialog. Show / Hide

      edit open order

      1. Change the product details (price and quantity)

      2. Change the billing date for future open orders

      3. Edit the credit card used for the future transactions

      4. Change the invoice template used for future payments

      5. Change the payment gateway for future payments

      6. Change the Partner associated with future payments

        1. This setting does not affect the First or Last Referrer fields for the Contact

        2. The Partner specified here will over-rule the First or Last Referrer field setting for these transactions only

        3. The product must be a commissionable product in the Partner's Partner program

        4. Commissions will be paid based on the new Partner Program's settings


    Additional Resources

    The ONTRAPORT Q & A Forum provides peer-to-peer support from our Certified Consultants and other ONTRAPORT clients. 




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