Marking an Exchange as Paid in WeSupply

1) Overview

When an exchange requires the customer to pay a price difference, the request stays in an Awaiting Payment state until payment is confirmed. Use Mark as Paid to record an offline/manual payment (bank transfer, POS, support-assisted payment) so the exchange can proceed to fulfillment.

2) Before You Begin

• You have Admin (or equivalent) access in WeSupply.
• You have the customer’s payment confirmation (e.g., receipt, transaction ID, reference).
• The exchange request shows a balance due (price difference, shipping, taxes/fees as applicable).

3) How It Works

Step 1 — Customer Requests an Exchange

1. The customer selects an item for exchange that requires an additional payment.

Step 2 — Payment Is Made Outside of WeSupply

1. The payment might be completed through another platform (e.g., manual invoice, direct payment link) or hasn’t synced into WeSupply.

Step 3 — Admin Manually Marks the Exchange as Paid

1.  In the WeSupply admin panel, locate the exchange request and open the order. Then, click the "Already Paid" button to manually confirm the payment.
   

Step 4 — Exchange Process Moves Forward

1. Once marked as paid, the exchange will continue as normal, ensuring the customer receives their new item without further delays.

4) Best Practices

• Log references clearly: Always include a transaction ID or proof to simplify audits.
• Keep totals accurate: If items or fees changed, recalculate the exchange first—then mark as paid.
• Automate when possible: If you use an online capture flow, rely on automatic capture instead of manual “Mark as Paid.”
• Control permissions: Limit “Mark as Paid” to authorized roles to prevent mistakes.

5) Troubleshooting / FAQ

“Mark as Paid” is disabled or missing.

• The exchange may not have a balance due. Recalculate items/fees or check if the system already captured payment.
• Your role/permissions may not allow manual payment recording.

The amount due looks wrong.

• Review the exchange items, shipping method, taxes/fees, and discounts. Update and recalculate before marking as paid.

We recorded the wrong reference.

• Add a follow-up internal note with the correct reference and, if your process allows, update the payment entry.

Status didn’t change to Paid.

• Refresh the page; confirm you clicked Save/Confirm in the modal. If still pending, verify the balance is zero and try again.

6) Summary

Open the exchange request, review the Amount Due, click Mark as Paid, record the payment method and reference, and confirm. The status updates to Paid, balance becomes $0, and you can proceed with replacement fulfillment and customer notifications.