Redeliver, refund, take a vehicle back: real-money sales

In short. A dealership sale paid in real money (direct PayPal, or Tebex when Agora delivers) can go wrong: payment never noted, vehicle never delivered, refund made at PayPal or at Tebex. Moderation → Dealership has the actions for each case, reserved to administrators. For sales paid with in-game money, see The vehicle dealership.

What to know first #

• Every action needs the staff 2FA (if required) and the license covering the MDT, like the rest of the dealership.
• Every action is written to the administration log, Sales and payments family.
• The amount and currency are always read again at PayPal or in the sale: nothing comes from the browser.
• Rows that need an action (paid but not delivered, vehicle to take back, Tebex purchase not delivered or delivery interrupted) stay at the top of the list, even when buried under new sales. Only the latest 100 "normal" rows are shown, but a row to handle never drops out.

A direct PayPal sale: what to do by state #

Recheck the payment #

PayPal may have collected the money without Agora noting it (the answer timed out, the buyer saw a failure page and never came back). Re-check the payment reads the order again at PayPal, without ever triggering a charge itself: a buyer who approved nothing is not charged by this button. If the money is really collected (the sale's amount and currency), the payment is noted and the vehicle delivered. Otherwise nothing changes.

Automatic when the PayPal webhook is set up (Payment capture completed event ticked: see Donation campaigns): when PayPal moves a "pending" capture to "completed", Agora does this same check by itself. Never a duplicate (already delivered = nothing), never a delivery on a refused or unsettled payment. If the vehicle cannot be delivered (player online…), the payment is noted and every administrator gets a "delivery to redo" notification: click Redeliver.

Redeliver #

Redeliver replays the delivery of a paid sale whose vehicle never reached the game. Never two vehicles: Agora first looks for one that may already be placed (its plates are determined by the sale) and reads the payment again at PayPal before delivering. A capture already refunded, a different amount or a PayPal that does not answer: nothing is delivered. A double click delivers only one vehicle.

Refund #

Refund (with an "I understand…" box) gives the buyer the whole capture back, removes the vehicle from the garage and puts it back in stock.

• Stock is only given back if the vehicle was really removed and the delivery had really counted one unit: a vehicle found in game after an interrupted delivery had counted nothing, so nothing is given back. A model with unlimited stock stays unlimited.
• A sale that was paid but never delivered can be refunded too: the money is returned, nothing is removed, stock does not move.
• If PayPal cannot refund and the vehicle is gone, the screen tells you to return the money by hand from PayPal. If nothing moved at all, the sale stays refundable.
• If removing the vehicle fails, the screen says so and the sale can be retried.
• The player can no longer get a refunded sale delivered, even by reopening their return link.
• A model that has real-money sales can no longer be deleted from the catalog: disable it (untick For sale).

Take the vehicle back #

The money is returned but the vehicle could not be removed (player online, game database unreachable, delivery in progress): the row shows it in orange. Click Take the vehicle back when the player is offline.

The "to take back" flag is raised as soon as the refund is recorded and only drops after a confirmed removal: if Agora is interrupted midway (update, restart), the sale stays "to take back" and visible, nothing is lost. If you click while a removal is in progress, Agora refuses for a few minutes so as not to remove twice. Stock is put back only once, even if the take-back is replayed.

A refund made at PayPal #

If you refund (or lose a dispute) directly in the PayPal dashboard, Agora can pick it up by itself thanks to the PayPal webhook: the sale becomes Refunded (at PayPal), stock comes back and the vehicle is taken back. If the player is online, the row says so and every administrator gets a notification; Take the vehicle back does it later.

• The webhook is set up in Administration → Configuration → Payments: see Donation campaigns, section "Refunds made at PayPal". Without it, refund from Agora: Refund returns the money through PayPal.
• A partial refund records the amount given back on the row ("Partly refunded at PayPal: …") and warns administrators, but the vehicle stays with the player: Agora never takes it back for a partial refund, the decision is yours. Refund then returns the rest and takes the vehicle back. An open dispute changes nothing (the money is only held), but administrators are warned.
• A signed refund whose capture Agora cannot find, or whose state it cannot read again at PayPal, is never filed away silently: a "to check in PayPal" notification goes out.
• The administration log keeps the trace, with the author "PayPal".

Abandoned carts #

A buyer who closes PayPal before paying leaves a "payment not confirmed" row. Agora deletes them by itself after 90 days (background task, in small batches). A sale carrying the slightest trace of money or vehicle (payment noted, refund, delivery, vehicle to take back) is never deleted. If a payment succeeded at PayPal without Agora knowing, Re-check the payment stays possible during those 90 days.

Tebex purchases delivered by Agora #

When you chose Agora delivers (see Selling on your server with Tebex), purchases appear in the Purchases received (webhook) list.

• Agora cannot refund at Tebex: it only has your store's public key, which reads the catalog and creates baskets. Refund the purchase in the Tebex panel (the link and the transaction number are on the row), then click Mark as refunded: Agora keeps the trace and removes the vehicle already delivered. Stock is not touched (Agora never counts it for Tebex).
• Redeliver resumes an interrupted delivery (crash): the vehicle already placed is found, never doubled. It only exists for purchases received after this version.
• A purchase from before plate tracking (delivered, no plate noted) cannot be found in game: Mark as refunded asks you to confirm "without taking the vehicle back" (you remove it by hand from the player's garage). I removed the vehicle by hand settles a row that Tebex refunded by itself.
• Refund made at Tebex (or dispute lost): with the Tebex webhook set up, tick payment.refunded, payment.dispute.lost and payment.dispute.opened in your store's webhook. The purchase becomes Refunded (at Tebex) and the vehicle already delivered is taken back; if the player is online, the row says so and administrators are warned. A dispute that is only open changes nothing (the money is held): administrators are warned.
• Only the packages the event names are marked and taken back: if a multi-package transaction shows only one refunded, the other vehicles stay and administrators are warned. A refund that arrives before the payment is not cancelled by it: event order does not matter.
• The administration log keeps the trace, with the author "Tebex".

A replayed event #

PayPal and Tebex replay an event until they receive an answer. While a first pass is running, the replay gets "busy" (503) and comes back later: an event is never processed in parallel. If the first pass fell over and the vehicle stayed "to take back", administrators are warned again.

The refund does not show up in Agora #

It is almost always the PayPal webhook: see A refund made at PayPal does not show up.