Microsoft Dynamics 365 Call Center Module: How to Manage Customer Overpayment/Underpayment Using the ‘Review Out of Balance’ Process

Nowadays, every omni-channel retailer seeks to provide a seamless shopping experience for their customers, whether the customer is shopping online, on a mobile device, in brick-and-mortar stores, or by telephone (calling Customer Service).

Keeping the market in mind, Microsoft introduced the Call Center module in Microsoft Dynamics 365 to handle the phone and mail orders. Microsoft has enhanced this module in every subsequent version of Microsoft Dynamics 365; the latest version, Microsoft Dynamics 365 also has some new improvements.

Within the Retail and Commerce module in Dynamics 365 there are some admirable functionalities to make it easier to take phone orders and handle customer service throughout the order fulfillment process. Call center workers can enter payment information directly into the sales order. Workers can also view a detailed summary of charges and payments before they submit the order.

In addition, workers have options for controlling pricing, and can access various data about customers, products, and prices from the sales order form. They can review out of balance orders from overpaid and underpaid. Call centers also have enhanced functionality for tracking customer history and order status.

This blog will walk through each of these functionalities, reviewing the out of balance customer orders coming from overpaid and underpaid customer orders that have been paid.

Scenario 1: Customer paid more than sales total and needs a refund (Overpaid):

Select a customer whose current balance is zero; this will help in understanding this scenario better.


There are some presets which need to be done before we talk about the operation:

  1. If the call center as a retail channel is not configured, then you have to set up a call center channel and make sure that you are selected in the channel user.
  2. Create a call center catalog and set up a Source code to track the customer response to the particular catalog (this is an optional step).
  3. Call center parameter:
    1. Navigate to Retail and commerce > Channel setup > Call center setup > Call center parameters
    2. Make sure that the flag “Allow out of balance” in the Out of balance checking field group is enabled.pic2
  4. Check the value specified in “Maximum overpayment or underpayment”; this is the amount that the Company wants to accept as over- or underpayment without going into a review of the out of balance process. In my scenario I specified zero as I don’t want a single penny to go directly into an expense account without undergoing a review process.pic3

Now we come to the operation: a customer calls and places an order.

Search the customer (Retail and commerce > Customer > Customer service); select the item, quantity and model of delivery and let the customer know about order total, including tax and shipping charges.

Now if the customer says that he will pay using a check or wire transfer, then the call center representative can put the order on hold by clicking the ‘Order hold’ button on the sales order without adding any method of payment in the order.

After a couple of days, once company gets the payment, the payment handling department will release the order from the hold (this can be easily searched using the Hold code on the Orders hold screen), and will add the method of payment.

Here in this scenario, I select “Check” as the method of payment. As it is for overpayment, the sales total is $69.99 but the check received from customer is of $100.00, which I am entering in the Payment amount field (as shown in the screen below). Make sure the “Prepay” flag is yes.


The balance will appear on the Sales order summary screen.


On submitting this order, the below message will appear showing that the total sales amount and total payment do not balance. Although the check is posted and the customer balance got credited with total check amount, the order is not yet submitted.



Now, navigate to Retail and commerce > Channels > Call center > Out of balance. This screen will show all over- and underpaid orders and has the option to release them or cancel them. In other words, this is another layer of review which lets the order go with over- and underpayment. Clicking on the “Release’ button will release the order from out of balance and allow it to process for shipment.


After shipment and invoice, if we look at the customer balance, it got reduced to -30.01, which is the balance from the check received and order total.


Now $30.01 has to refund to the customer as the customer has overpaid it. A perk of Dynamics 365 is that it automatically created a record in ‘Refund check processing” with the balance amount, which the customer needs to get for the refund.


In this scenario it is auto-approved, but we can set the threshold to commence the approval process.

Once the check is printed and posted, the customer balance is Nil.


Scenario 2: Customer paid less than the sales total and needs to put the balance on the customer account (Underpaid)

Follow the same steps until we get to the payment screen on sales order. Here I am entering the check amount for less than the sales total.


On submitting the order, you will get the same message saying “The total payment amount and total sales amount do not balance” and the order will move to the “Out of balance” screen for further review and action.


Here the payment handling department makes the decision on whether the balance will post on the customer account so that can be charged with the next order, or write off the balance, or call the customer and take additional payment.


I am choosing the option to bill the customer with the balance so that I can charge the customer in subsequent orders.



After the order is shipped and invoiced, you can see in the balance that it is showing the pending amount, which I still have to receive from the customer.


The best part is if I return this order, Dynamics 365 smartly suggests to me the payment methods based on what I have received from customer and which method I used. You can see that $50 is going to refund using a check, and $19.99 is going onto customer account, which will get nullified from the previous balance.


For more questions on the Microsoft Dynamics 365 call center module? Contact us to start a conversation with our team today.

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