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Handling Phone Orders, Re-charging Orders, Post Purchase Up-sells or Cross-sells

An interesting set of questions recently came up: How best to take phone orders, change new orders just in, or append add-on items or orders to a customer’s account using stored payment. This is akin to performing a post purchase up-sell or cross-sell administratively.

The process may vary slightly between payment gateways. Your gateway should be set to Authorize-only mode (manual capture) and to not require CVV during stored credit card purchases. You will need to have the User Switching plugin installed and activated. This process was tested with Authorize.Net CIM payment gateway*.

When customers purchase in a WooCommerce store they are doing the driving. They are never giving the store a blank check to charge them freely. That said, providing stellar customer support means doing as much as we can to fulfill customer requests, should the customer reach out or respond to operational follow-ups. The below process assumes you have clear permission from your customer, whether on the phone, by email, chat or otherwise.

The first step is to find out whether the order was only authorized or captured and whether it was in Guest mode or connected to a registered customer account. Navigate to WP Admin > WooCommerce > Orders then proceed with the steps below.

Authorized only (order On Hold), Guest customer

Credit Card Strategy: You may re-authorize only if you have their card data since it isn’t stored

  1. Open the order in question.
  2. Change it to Pending Payment status, click Update.
  3. Edit the cart items and shipping in the order, Save and click Recalculate.
  4. Click Customer Payment Page link.
  5. Click the link Use a New Card and enter the credit card. Do not use a stored card, as this is stored on the admin account, not the customer’s.
  6. Click Place Order and you now have an On Hold order authorized for the new amount.
  7. Go back to the order editing screen using your admin bar on top to find it again.
  8. Proceed as usual, likely clicking Capture Charge button, if available, or put the order into Processing status.

PayPal Strategy

  • Switch the order to Credit Card by following the steps above.
    -or-
  • Make changes to the order and put into Pending Payment status, make the customer account and set that on the order. Then have them log in, find the order in their account, click Pay button to pay with their PayPal account.

Authorized only (order On Hold), Registered customer

Credit Card Strategy: You may re-authorize their card for the new amount

  1. Open the order in question.
  2. Change it to Pending Payment status, click Update button.
  3. Edit the cart items and shipping in the order, Save and click Recalculate.
  4. Click on the Profile link.
  5. Click the Switch To link to become the customer.
  6. Click the Orders link.
  7. Click on the Pay button adjacent the order in question.
  8. Scroll down and ensure that a stored CC is selected.
  9. Click Place Order button.
  10. Click the browser’s BACK button twice, or use a link if your menu provides it, to return to the user’s My Account page.
  11. Click the Switch Back To… footer link to get back to your admin account.
  12. Go back to the order editing screen using your admin bar on top to find it again.
  13. Proceed as usual, likely clicking Capture Charge button, if available, or put the order into Processing status.

PayPal Strategy

  • Switch the customer to Credit Card by following the steps above.
    -or-
  • Make changes to the order and put into Pending Payment status. Then have them log in, find the order in their account, click Pay button to pay with PayPal.

Authorized and Captured (order Processing), Guest customer

Credit Card Strategy: you must create a new order since the old one was captured, and you must have their card data for a new order

  1. Click Add Order button.
  2. Click the pencil icons next to Billing and Shipping and complete these sections.
  3. Add cart items and shipping to the order and click Save button to save the cart and Recalculate button if needed.
  4. Click the Create button to save the order.
  5. Click Customer Payment Page link.
  6. Click the link Use a New Card and enter the credit card. Do not use a stored card, as this is stored on the admin account, not the customer’s.
  7. Click Place Order and you now have an On Hold order authorized for the new amount.
  8. Go back to the order editing screen using your admin bar on top to find it again.
  9. Proceed as usual, likely clicking Capture Charge button, if available, or put the order into Processing status.

PayPal Strategy


  • Create a new order in Pending Payment status, make and attach a customer account,. Then have them log in, find the order in their account, click Pay to pay with PayPal.

Authorized and Captured (order Processing), Registered customer

Credit Card Strategy: you must create a new order since the old one was captured, but you may use their stored payment for a new order

  1. Click Add Order button.
  2. Click the Customer field and search for the customer record by name.
  3. Add cart items and shipping to the order and click Save button to save the cart and Recalculate button if needed.
  4. Click the Create button to save the order.
  5. Click on the Profile link.
  6. Click the Switch To link to become the customer.
  7. Click the Orders link.
  8. Click on the Pay button adjacent the order in question.
  9. Scroll down and ensure that a stored CC is selected.
  10. Click Place Order button.
  11. Click the browser’s BACK button twice, or use a link if your menu provides it, to return to the user’s My Account page.
  12. Click the Switch Back To… footer link to get back to your admin account.
  13. Go back to the order editing screen using your admin bar on top to find it again.
  14. Proceed as usual, likely clicking Capture Charge button, if available, or put the order into Processing status.

PayPal Strategy

  • Create a new order in Pending Payment status. Then have them log in, find the order in their account, click Pay to pay with PayPal.

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