Back Orders not completing

[animal dreams]

Back orders which have been created don't complete when shipped and payment is settled. Full payment is showing on original order but back order shows negative balance outstanding and I can't get rid of it!!

Seems like outstanding balance for back orders is screwed.

Any suggestions how to overcome?

[domino1]

Can you talk us through the steps you're taking when you create and process a back order?

[animal dreams]

I get order for say 5 items.

Ship 3 on original order and receive either partial payment or payment for all 5.

The create back order for remaining 2 items.

Then when available ship and add payment if still outstanding, but totals are screwed up!!

Then neither order is showing completed.

[domino1]

Do you manually change how the shipping cost is split over the 2 orders or do you let actinic work it out? We do back-orders frequently without a problem but we normally adjust the shipping so that the full charge is applied to the first part of the order. We then ship the back-order free of charge.

Can you give an example with the figures that show how the totals are 'screwed up'?

[animal dreams]

I've tried both ways.

Ok so order for 5 items @ £29.99 + shipping = £157.40

Ship 3 and create back order for 2, then take payment for 3 + shipping = £97.42 and zero outstanding on original order. Flagged as partial payment!

Back order shows £59.98 with outstanding balance of (-)£37.44!

Now ship back order and take payment £59.98 gives outstanding balance of (-)£59.98 on original order and (-)£97.42 on back order!!!

Neither order is complete although all products have been shipped and all payment taken.

If I take full payment on original order same effect, but original order shows full payment. Still not completing.

[domino1]

OK. That's not what happens when I do a back order. Suggest you give details of your exact version number and let the Actinic guys look into it.

It's odd that you end up with a negative (37.44) which is exactly equal to one of your items (at 29.99) plus shipping (at 7.45).

Even if I do an overpayment I don't get negatives. Actinic works out that it's an overpayment and automatically generates a CREDIT entry.

Can you provide a screenshot of your TOTALS page and LINE ITEMS page for the original order and the back order before you've entered any payments and also a screenshot of the payments box just after you've clicked the 'NEW ENTRY' button before you've clicked 'OK'?

[animal dreams]

Domino,
Thanks for your assistance.

Given that you have it working I think I'll open a ticket with Actinic support.

Cheers
Alan