Dynamics 365 CommerceDYN915PAL - Omni-Channel Payment Overview & Processing

Presented by:

Ruben DelgadoSenior Program ManagerDynamics 365 Commerce

Moderated by:Reza AssadiPrincipal Engineering ManagerDynamics 365 Commerce

Agenda • Overview

• Channel payments

• Supported out of box connectors

• Supported payment scenarios

• Anatomy of a BOPIS order

• Demo

• Additional considerations for omni-channel order payments

Overview

The goal of the Microsoft 365 Commerce payments team is to support merchants who want to provide seamless, natural, and innovative payment options. This includes providing rich out of box capabilities and an extensive, well documented SDK to help Integrators deliver differentiated experiences that are as unique as the merchants they support.

Mission

Dynamics 365 Commerce Channels

PHYSICAL STORE ONLINE STORE CALL CENTER

Types of Commerce payments by transaction

Customer Order

Typical point of sale transaction.

• Payments are captured immediately. • Require physical card unless payment accepting

page has been implemented.

All sales orders created in online or call center channel fall into this definition. For POS, only orders with lines configured for ship, pickup or a mix of ship/pickup and carryout fall into this definition.

• Card is tokenized and balance due authorized.• Payment is captured at the time of invoicing.• Deposits are captured immediately, when applicable

Cash and Carry

Supported transaction types by channel

PHYSICAL STORE ONLINE STORE CALL CENTER

“Cash and Carry” Customer Order Customer Order Customer Order

Payments interfaces

iPaymentProcessor

• Point of sale only• Used for physical payment terminal integrations• Transactions which use a payment terminal are

commonly referred to as “Card present”

• Ecommerce, Call Center, and Point of sale• Use and iFrame for card payment entry• Used for “Card not present” payment operations• In point of sale, primarily utilized for order

customer order creation, edits, pickups, and linked refunds for customer orders as well as cash and carry transactions

iNamedRequestHandler

Channel payments

Tender functions

• Tenders are based on “Functions” in Dynamics 365 Commerce• “Normal” – Cash, Currency(POS only), Credit memo/Voucher

• “Card” – Credit card, debit card, Gift card

• “Check” – Check

• “Customer” – Customer account

• “Tender remove/float” – Drawer operations only

• “Wallet” – “Other” electronic payments

Credit card authorization(auth)/capture

• Credit cards payments for customer orders typically use the auth/capture model

• A credit card payment is authorized for the balance due at the time of order creation, then the payment is captured when the order is fulfilled

• Each interaction with the payment processor carries a reference should subsequent payment transaction updates be needed

• Non-credit card payments can sometimes be described as “Captured” immediately more on that later

Tokenization

• Credit card payments (Includes co-branded debit such as VISA debit) use references to actual cards to avoid having payment account number (PAN) data in the system

• Card references are referred to as tokens

• Tokens can be used to get new authorizations if a payment on an order expires

• Tokens can be saved with customer records to facilitate later transactions in the online store or Call Center

Omni-channel tender handling - POS

• Cash and Carry• All payments are immediate.

• Credit card payments are captured immediately or when the transaction is concluded

• Customer order• Deposits are captured immediately

• Remaining balance• “Pay the balance later” needs payment at the time of fulfillment (careful with this)

• “Authorize remaining balance” creates credit card authorization to be used for fulfillment

Omni-channel tender handling – Online store

• Loyalty and gift card payments• Captured immediately

• Credit cards• 1st – Card is tokenized

• 2nd – Authorization is requested as part of order creation• Note: in 10.0.19 a feature will be added to make this a single call, if desired.

Omni-channel tender handling – Call Center

• Order completion/Sales order summary• Ensures that orders have payments prior to

fulfillment

• Supports multiple payments

• Required when Omni-Channel Commerce Order Payments feature is enabled

• When enabled, orders cannot be edited in POS (yet), but they can be fulfilled and returned

Omni-channel tender handling – Call Center

• Payments vs. Prepayments• Setting on the payment line when it is added

to the order

• Reflects when the payment voucher is created in the back office

• Non-prepayment payment vouchers are created at the time of invoicing

• Payments marked as “Prepay” = Yes have voucher created upon order creation

Supported out of box connectors

Out of box payment connectors-

• Terminal integration for POS

• E-commerce

• Call Center

• Full omni-channel support

• Millions of transactions per month through the out of box connector

Out of box payment connectors-

• PayPal Wallet support in Storefront

• Capture during fulfillment in POS or back office

• Linked refunds

• V1 shipped in 10.0.14

• Investigating PayPal Express for future releases

Supported payment scenarios

Basic supported omni-channel payment flows for Customer Orders

• Buy online, pick up in one or more stores (A,P)

• Buy online, ship to home (A,P)

• Buy in call center, pick up in one or more stores (A)

• Buy in call center, ship to home (A)

• Buy in store, pick up at same store (A)

• Buy in store, pick up at another store (A)

• Buy in store, ship from same store (A)

• Buy in store, ship from another store (A)

• Buy in store, ship from a DC/non-store (A)

(A) Supported out of box with the Adyen Connector (P) Supported out of box with the PayPal Connector

Omni-channel payment editing/cancelation flows for customer orders

Supported:

• Buy online, edit or cancel in call center (A,P)

• Buy online, edit or cancel in POS (A,P)

• Buy in call center, edit or cancel in call center (A)

• Buy in call center (with enable order completion=false), edit or cancel in POS (A)

• Buy in store, edit or cancel in call center (A)

• Buy in store, edit or cancel in same store (A)

• Buy in store, edit or cancel in another store (A)

Not Supported:

• Buy in call center (with enable order completion=true), edit or cancel in POS

Note that editing or canceling any order from the online channel is not yet supported, but there are some roadmap items to support these options in the future. (A) Supported out of box with the Adyen Connector

(P) Supported out of box with the PayPal Connector

Basic supported cross-channel refund processing flows for cash and carry or customer orders

• Buy in online channel, return to a store (A,P)

• Buy in online channel, return to a warehouse* (A,P)

• Buy in call center, return to store (A)

• Buy in call center, return to a warehouse (A)

• Buy in store, return at same store (A)

• Buy in store, return at another store (A)

• Buy in store, fulfill return to warehouse (A)

* configuring/setting up a return order to be returned to a warehouse from the online channel is not yet supported, but there are some roadmap items to support this in the future.

(A) Supported out of box with the Adyen Connector (P) Supported out of box with the PayPal Connector

Anatomy of a BOPIS order

Anatomy of a BOPIS order

Demonstration

Other things to test and consider for omni-channel payments….

• Payment Methods• Ensure your channels share common payment methods so you don’t

run into conflicts when attempting to edit orders in different channels

• A payment created in call center of “customer account” is currently not recognized by POS at the time of pickup, the total due will be shown at pickup and amount must be paid again at pickup (can use customer account payment operation in POS again if desired)

• Order cancellation should use “Prepay” = Yes when creating offsetting payments because cancelled orders are not invoiced, thus payment voucher would otherwise never be created

Plan to attend Omni-Channel Payment Configuration (DYN916PAL)

• Topics to be covered• Payments features comprehensive review

• Setup

• Full omni-channel flow demos

• Interfaces and implementations that enable omni-channel payments

Q&A

ADDITIONAL RESOURCES

ARTICLES Dynamics 365 Customer Orders Overview https://aka.ms/Dynamics365CustomerOrders

Process customer order pickups https://aka.ms/ProcessCustomerOrderPickupsinPOS

Dynamics 365 Omni Channel Commerce Payments https://aka.ms/OmniChannelCommercePayments

Dynamics 365 Payment Connector for Adyen https://aka.ms/AdyenPaymentConnector

Dynamics 365 Payment Connector for PayPal https://aka.ms/PayPalPaymentConnector

CONTACT Commerce Yammer Group // aka.ms / CommerceYammerGroup

Commerce Forums // aka.ms / CommerceForums

UPCOMING

TALKS

Dynamics 365 Commerce TechTalk Series // aka.ms / CommerceUpcomingTechTalkSeries

Omni-Channel Payment Configuration // aka.ms / OmniChannelPaymentConfiguration

-February 09, 2021 7:00 AM or 2:00 PM Pacific

PAST

TALKS

Dynamics 365 Commerce Overview // aka.ms / CommerceTechTalkOverview

Dynamics 365 Commerce Architecture Overview // aka.ms / CommerceArchitectureOverviewTalk

Dynamics 365 E-Commerce Architecture Deep Dive // aka.ms / CommerceECommerceArchitectureDeepDive

Dynamics 365 Omni-Channel Order Management Flows // aka.ms / OmniChannelOrderManagement