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Capture a deposit to charge the customer from the hold when an item comes back damaged, late or not at all. The amount you keep becomes a payment with its own receipt, and the rest of the hold goes back to the customer. Security deposits explains holds, captures and what each status means.

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Prerequisites

Required permissions: Refunds and deposit captures (orders:order_payments:manage). Owner, Admin and Manager hold it. Member does not, so Capture deposit is not in the deposit row’s menu for that role. See Users & Roles.
Have ready before you start:
  • A reserved deposit on an order that is not completed. Completing an order releases every deposit hold on it, and a released hold has nothing left to capture.
  • The amount to keep, and why, for example the repair cost of the damage you found.
  • The tax rate that applies to the charge, if it carries tax.

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The walkthrough

1

Open the order

Open the order from Orders. Check the location selector in the top-left corner first if you have more than one location, because the table lists only that location’s orders. The order opens on its Summary tab.
The Orders table on the All tab, with one order's row highlighted
2

Find the deposit on the Payments tab

Click the Payments tab at the top of the order and scroll to the Deposit table at the bottom. The hold is the row of type Deposit Auth. It reads Succeeded while the whole hold is still in place.
An order's Payments tab scrolled to the Deposit table, with the tab, the Deposit card and the Deposit Auth row highlighted
3

Open Capture deposit

Click the three-dot menu at the end of the Deposit Auth row and choose Capture deposit. The Capture deposit window opens with Reserved and Available to capture at the top. Available to capture is the most you can keep.
The row menu open on the Deposit Auth row, with the three-dot button and Capture deposit highlighted
4

Enter the amount to keep

Type the amount in Amount to capture. It starts at the whole hold. You capture once: when you confirm, the rest of the hold goes back to the customer, and nothing more can be captured from it.
The Capture deposit window with Available to capture at 100.00 € and Amount to capture lowered to 30.00 € highlighted
5

Describe the charge

Type why you are keeping it in Reason, for example the damage you found. It names the charge on the receipt. Choose the rate in Tax levels if the charge carries tax, or leave it empty for none. Without tax rates in your account, the window reads “No tax rates configured.” in its place.
The Capture deposit window with a reason typed in the Reason field and the open Tax levels list highlighted
6

Choose whether to email the receipt

Switch on “Send receipt email to customer” to email the customer the receipt. It is off when the window opens. Check the address in Customer email under it. It starts with the order’s contact email.A deposit marked as reserved by hand shows a notice here instead: no payment is processed, so collect the money yourself.
The lower half of the Capture deposit window, with the Send receipt email to customer switch on and Customer email highlighted
7

Capture the amount

Click the button in the bottom-right corner of the window, which reads Capture and the amount, for example Capture 30.00 €. The window closes, and Deposit captured successfully confirms it.
The bottom of the Capture deposit window, with the Capture button showing the amount highlighted
8

Check the result

Check the Deposit table. A new row of type Deposit Capture holds the amount, with its own receipt number, and the Deposit Auth row reads Captured or Partially captured. The Deposit card in the sidebar shows the same status, with the captured amount on its Captured row.
The Payments tab after a partial capture, the Deposit Capture row, the Partially captured state on the Deposit Auth row and the Deposit card in the sidebar highlighted

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How do I know it worked?

  • A row of type Deposit Capture is in the Deposit table for the amount, with its own receipt number.
  • The Deposit card reads Captured or Partially captured, with the captured amount on its Captured row.
  • The Deposit Auth row has no menu any more, because nothing is left on the hold.
  • The customer has the receipt email, if you switched it on.

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Troubleshooting / common pitfalls

Your role does not hold Refunds and deposit captures, or the row has no menu at all because the hold was already captured, released or expired. Completing the order releases it too. See Security deposits.
The window refuses an amount above Available to capture. Capture the whole hold, then add a line item for the rest and collect it with a checkout link. See Security deposits.
The notice gives the reason the payment provider returned. A hold the provider has already let lapse cannot be captured. See Security deposits.

Security deposits

Holds, captures, releases, and what each status means.

Payments and deposits

Every walkthrough for taking money and handling deposits on an order.

Release a deposit

Giving the whole deposit back when nothing is owed.

Reserve a deposit

Checking the deposit at pickup and reserving it when it is not held.

Refund an order

Refunding a captured deposit from its Deposit Capture row.