> ## Documentation Index
> Fetch the complete documentation index at: https://www.twicecommerce.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# How to charge a customer after the return

> Add a charge the customer did not book, such as a refuel or a broken part, to an order after the return, and collect it with a checkout link.

> [card] [Open in TWICE Admin](https://admin.twicecommerce.com/orders)
>
> orders

Charge the customer after the return when an item comes back needing a refuel, a repair or a missing part. You add a custom line at the price you charge, and send the customer a checkout link for that line. [Order Lifecycle](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md#status-transitions) explains what completing an order closes, and what reopening it brings back.

If the order is not completed and still holds the customer's deposit, take the charge from the deposit instead, as [Capture a deposit](https://www.twicecommerce.com/docs/guides/orders/capture-a-deposit.md) shows. For a charge you make often at one price, such as a refuel, create a [sales listing](https://www.twicecommerce.com/docs/guides/catalog/create-a-sales-listing.md) for it once and add it with [Add an item](https://www.twicecommerce.com/docs/guides/orders/add-an-item.md) instead.

## Prerequisites

> [!WARNING]
>
> **Required permissions:** **Create and edit orders** to reopen the order and add the line (`orders:order_summary:manage`) and to send the checkout link (`orders:order:create`), and **View orders** to follow the payment on the **Payments** tab (`orders:order_payments:view`). Every built-in role holds both, Member included. See [Users & Roles](https://www.twicecommerce.com/docs/settings/users-roles.md).

> [!NOTE]
>
> **Have ready before you start:**
>
> * **What you are charging for, and the price**, from your price list.
> * **The customer's email**, to send the checkout link to.
> * **A payment provider connected**, for the online payment methods the link offers. See [Payments settings](https://www.twicecommerce.com/docs/settings/payments.md).

## The walkthrough

**1. Open the order**

Open **Orders** and find the order. Check the location selector in the top-left corner first if your account has more than one location, because the table lists only that location's orders. The order opens on its **Summary** tab.

![The Orders table with a completed order's row highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-01.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=65c4b685519a31afc631b6108f91d8e6)

**2. Reopen a completed order**

Check the top of the order. **This order is closed** means the order was completed. Reopen it to **Open** from the status chip at the far right of the top bar, as [Reopen an order](https://www.twicecommerce.com/docs/guides/orders/reopen-an-order.md) shows. **+ Add** and **Payment** then show in the top-right corner.

![A completed order with the This order is closed banner and the Completed status chip highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-02.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=6db4a8aaee5bd7b98ccfb00980f3f788)

**3. Open Add custom item**

Click **+ Add** in the top-right corner of the order. In the **Add** panel that opens, click **Add custom item** at the right end of the row of tabs. The **Add Line Item** panel opens with an empty **Name**.

![The Add panel's tab row with Add custom item highlighted at its right end](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-03.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=526c873e90d87faf95b15dc2d2a583a4)

**4. Name the charge**

Enter what the charge is for in **Name** at the top of the **Line item** card, for example Refuel or Broken tail lamp. The line carries this name on the order. Leave **Purchase Type** under it at **Sale**, where it starts.

![The Add Line Item panel with Name filled in and Purchase Type at Sale, both highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-04.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=e322d96ca521485fd9090e4737bb6d39)

**5. Enter the price**

Enter the amount you charge in **Unit price**. The total at the bottom of the **Line item** card shows what the line adds to the order.

![The Add Line Item panel with Unit price filled in and the total row under it highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-05.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=058b7305fcd6054147de3929aeee9167)

**6. Add the line**

Click **Add** at the bottom of the panel. The panel closes, and the **Summary** tab lists the new line under **Sold** with an **Unpaid** chip. The **Payments** card on the right of the order reads **Partially paid**.

![An order's Summary tab with the new line under Sold, its Unpaid chip and the Payments card at Partially paid highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-06.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=a676a5b982d65b498fcfbca82d5c4b31)

**7. Open Send checkout link**

Click **Payment** in the top-right corner of the order and choose **Send checkout link**. The **Send checkout link** panel opens on the right.

![The Payment menu open on an order with Send checkout link highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-07.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=d2af4bfdc897fae5869905775548bd54)

**8. Check the email and what the link collects**

Check **Email** under **Contact details**. It starts with the email of the order's main customer. Check the rows under **Amount to collect**: every line that still owes money is ticked at what it owes. On an order that was paid in full, that is the new line alone. Untick any other row.

![The Send checkout link panel with the Email field and the Amount to collect section highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-08.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=18e5758a4c7866b9231693fecb587767)

**9. Send the link**

Check that the online methods under **Available payment methods** are ticked, then click **Send checkout link** at the bottom of the panel. The button ends in the amount, for example 45.00 €. **Checkout link created successfully** confirms it, and the panel closes.

![The bottom of the Send checkout link panel with Available payment methods and the Send checkout link button highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-09.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=128edc6846725b27a71cab1f7e5f29e0)

**10. Follow the payment**

Open the order's **Payments** tab. The link is listed under **Checkout links** as **Active**. When the customer pays, it reads **Used**, and the new line's chip on the **Summary** tab reads **Paid**.

![An order's Payments tab with the tab, the Checkout links card and an Active link highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-10.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=ae3a0728523221723b902175d55deaf5)

**11. Complete the order once it is paid**

Wait until the link reads **Used**, then complete the order again, as [Complete an order](https://www.twicecommerce.com/docs/guides/orders/complete-an-order.md) shows. Completing it sooner revokes the link, and the customer can no longer pay it.

![The status chip's menu open on a reopened order, with Open and Completed highlighted](https://mintcdn.com/twicecommerce/Xb60y2g9KnzGSZm2/images/guide-charge-after-the-return-11.webp?fit=max\&auto=format\&n=Xb60y2g9KnzGSZm2\&q=85\&s=a86c63c7889465f1e92907e372f10c37)

## How do I know it worked?

* **The new line is on the Summary tab** under **Sold**, with the name and price you entered.
* **The link is listed under Checkout links** on the **Payments** tab, with the address it went to in the **Email** column.
* **The line's chip reads Paid** once the customer pays, and the order reads **Completed** again after you complete it.

## Troubleshooting / common pitfalls

> [accordion] There is no + Add or Payment in the top-right corner
>
> The order is closed, and **This order is closed** shows at the top. Reopen it as [Reopen an order](https://www.twicecommerce.com/docs/guides/orders/reopen-an-order.md) shows. On an order that is not closed, your role hides the buttons. See [UI visibility](https://www.twicecommerce.com/docs/concepts/admin/visible-areas.md).

> [accordion] The panel says no payment methods are enabled
>
> Your account has no payment method switched on, so the link has nothing to offer the customer. Connect a payment provider and enable the methods you accept under [Payments settings](https://www.twicecommerce.com/docs/settings/payments.md), then send the link.

> [accordion] The customer says the link no longer opens
>
> The order was completed before they paid, and completing an order revokes its active checkout links. Reopen the order and send a new link. See [Order Lifecycle](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md#status-transitions).

## Related articles

> [card] [Order Lifecycle](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md)
>
> What completing an order closes, and what reopening it brings back.

> [card] [Returns and damage](https://www.twicecommerce.com/docs/guides/orders/handle-a-return)
>
> Every walkthrough for taking items back and charging for damage.

> [card] [Capture a deposit](https://www.twicecommerce.com/docs/guides/orders/capture-a-deposit.md)
>
> Take the charge from a deposit you still hold.

> [card] [Send a checkout link](https://www.twicecommerce.com/docs/guides/orders/send-a-checkout-link.md)
>
> Collect what an order owes, in full or in part.

> [card] [Reopen an order](https://www.twicecommerce.com/docs/guides/orders/reopen-an-order.md)
>
> Make a completed order editable again.


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