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WEBSITE:  https://www.emerahealthstore.com/

Update: New Pre-Authorization Process for orders

All transactions will now follow a two-step billing process:

1. Pre-Authorization: Funds are "held" on the customer's card for the first 24 hours.

2. Capture/Posting: After 24 hours, the transaction is officially captured in KNK.

Key Indicators to Remember

• Fulfillment Lag: We do not send orders to fulfillment until the payment is captured.

• Freeze Status: A "Freeze" status on a fulfillment order is a direct indicator that the transaction is still in the 24-hour pre-auth window.

• No Refunds o Holds: Do not attempt a refund on a transaction that hasn't posted; you must use the Void function instead.

Note: If a customer is confused about why they see a charge but the order hasn't shipped, explain that their bank is currently "holding" the funds and the order will move to fulfillment as soon as the 24-hour verification period is complete. 

How Transaction and Fulfillment will show if in Pre-Auth

Agent Guidelines & Retention Strategy

1. Save the Sale First

Before processing any cancellation or refund, agents must utilize all available retention tools. The 24-hour pre-auth window is a great opportunity to:

• Negotiate: Offer discounts, credit, or alternative camp dates.

• Clarify: Remind the customer that the order is "secured" but hasn't moved to fulfillment yet, allowing time for changes without shipping delays.

2. Partial Refunds on Pre-Auth (The "Wait & Settle" Rule)

If a customer accepts a partial refund while the transaction is still in a Pre-Auth/Freeze status:

• Do not promise an immediate credit.

• Explain that the full amount is currently on hold by their bank and must "settle" (capture) before our system can release a portion of it back to them.