Overview

Many FBO One customers configure a credit card surcharge (or administration fee) product using the Order Surcharge calculator. This surcharge is a percentage-based charge applied automatically to an order when a specific card or Form of Payment is used. In some cases the surcharge does not calculate, does not appear on the order automatically, or posts as an unexpected new line after the order has already been invoiced. This article explains the most common causes and how to fix them.

Common cause 1: Forms of Payment are not linked to the surcharge product

The surcharge product needs to know which Forms of Payment (card types) it should apply to. If the relevant card Forms of Payment are not linked into the Form of Payment Group used by the surcharge product's price agreement, the surcharge will not calculate for those cards.

Resolution: Check the Form of Payment Group configuration and confirm that all card types that should trigger the surcharge are included in the group referenced by the surcharge product's price agreement.

Common cause 2: The surcharge product is not set to Auto-Add

If the surcharge product is not configured to automatically add itself to the order when a qualifying Form of Payment is selected, agents may need to add it manually, or it may be missed entirely, resulting in orders where the surcharge is absent.

Resolution: Configure the surcharge product's Auto-Add settings so that it is automatically added to the order whenever a qualifying card Form of Payment is applied. This removes the need for agents to remember to add the surcharge manually.

Common cause 3: The Form of Payment was changed after the order was already invoiced or paid

The surcharge is calculated based on the Forms of Payment and order lines present at the time the order is processed. If a card payment is added, or the Form of Payment is changed, after the order has already been marked as Invoiced or Paid, the surcharge may not be recalculated, or it may post as a separate, out-of-sequence line on an already-closed order.

Resolution: Always apply or confirm the Form of Payment before processing payment on the order. If a surcharge needs to be added retroactively to an order that has already been invoiced, the order should be reopened/adjusted first rather than adding the card payment afterwards.

Good to know: price agreement requirements

The Order Surcharge calculator requires a relative (percentage-based) price agreement for the surcharge product. Fixed-price agreements are not supported for this calculator and will cause a configuration error. The calculator only includes order lines that have a lower calculation priority than the surcharge product itself, so make sure the calculation priority is set correctly on all relevant products (regular services should generally have a lower priority number than the surcharge product).

Quick checklist

• Is the card's Form of Payment included in the Form of Payment Group linked to the surcharge product's price agreement?
• Is the surcharge product configured to Auto-Add when a qualifying Form of Payment is used?
• Was the Form of Payment applied before the order was invoiced/paid, rather than after?
• Is the surcharge product's price agreement percentage-based (not a fixed price)?
• Does the surcharge product have a higher calculation priority number than the services it should apply to?