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Understand When to Use External Payment
Understand When to Use External Payment
Use External Payment when:
An agent accidentally selected the wrong product during the order.
A customer received the wrong product but you want a clean record in Konnektive (and we see an incorrect order placement)
Offering a free replacement or freebie due to shipping delays, agent errors, or poor customer experience.
Note: If the customer received the wrong product but the order was correct, use Jetpack to request the correct product instead of creating an external order.
Create an External Payment Order
Create an External Payment Order
Go to Konnektive → Customer Service → Search for the customer using their email address or first name and last name.
2. Click Create Order.
3. Select the correct Campaign (e.g., Bladder Relief 911, Nerve Control 911, Blood Pressure 911).
4. Click Start Call (this will not actually start a call; it opens the order page).
Update Customer Information
Update Customer Information
Update or verify the following:
Name
Billing and Shipping Address
Phone Number
Email
Select External Payment
Select External Payment
Under Payment Type, toggle to External Payment.
2. Once selected, the credit card fields will disappear since no payment will be processed.
3. Do not use PayPal or e-checks — only credit, debit, or prepaid cards are normally accepted, but external payments bypass this entirely.
Choose the Correct Product & Quantity
Choose the Correct Product & Quantity
Select the correct product and quantity:
1 bottle, 2 bottles, or custom quantity.
If a 3-bottle option isn’t listed, choose 1 bottle and manually change the quantity.
Double-check that subscription options are not accidentally selected unless requested by the customer.
Adjust Pricing if Needed
Adjust Pricing if Needed
If you're offering a free replacement:
→ Set the price to $0.
Otherwise, enter the correct product price.
Total will auto-update, or you can manually adjust it.
Note: Customers are not charged for external payments, even if a price is shown.
Process and Approve the Order
Process and Approve the Order
Create the Order
Click Process to create the order.
After creating, the order status will show as Pending.
2. Approve the Order
From the Order Summary page in Konnektive, click View Order.
If the status shows QA - Pending, click Go to Quality Assurance.
In the QA Pending section, click Quality Assurance → Approve Order.
3. After Approval
The order status will change to Complete.
You can find the order under the customer’s account in Konnektive, under the Orders tab.
In the Card column, it will show External Payment.
Key Reminders
Key Reminders
Always double-check that the product and quantity are correct.
Avoid adding subscriptions unless requested.
Always approve the order; otherwise, it stays stuck in Pending and Jetpack won’t process it.
Training Video
Training Video
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