CSM：How do consumers make payments after purchasing products?

[lizijing]

How do consumers make payments after purchasing products in CSM?

[Astik Thombare · Accepted solution]

Hi @lizijing ,

CSM (Customer Service Management) itself doesn't handle the payment process directly. It focuses on managing customer interactions and service requests. However, ServiceNow, the platform where CSM functionality might reside, can integrate with various payment gateways to facilitate transactions.

Here's a breakdown of the payment process in ServiceNow CSM (assuming integration with a payment gateway):

1. Customer Places Order: The customer selects products or services within the CSM portal or through a connected e-commerce platform.
2. Order Confirmation: The customer receives confirmation of the order details, including price and possibly a payment link.
3. Payment Gateway: Clicking the payment link redirects the customer to a secure payment gateway (e.g., Stripe, PayPal).
4. Customer Makes Payment: The customer securely enters their payment information within the payment gateway.
5. Payment Confirmation: Upon successful payment, the gateway sends confirmation back to ServiceNow CSM.
6. Order Fulfillment: ServiceNow CSM receives confirmation and proceeds with order fulfillment (e.g., generating invoices, notifying relevant departments).

Unfortunately, ServiceNow doesn't provide specific documentation on integrating with payment gateways within CSM functionality. However, here are some resources that might be helpful:

• ServiceNow Documentation on Payment Gateway Integration: While not CSM specific, this documentation outlines the general approach to integrating payment gateways with ServiceNow: https://docs.servicenow.com/bundle/washingtondc-financial-services-operations/page/product/fso-payme... (Search for "Payment Gateway Integration")
• ServiceNow Marketplace: The ServiceNow Marketplace offers various pre-built integrations with popular payment gateways: https://store.servicenow.com/ (Search for "Payment Gateway")

Remember, the specific implementation details will depend on your organization's configuration and chosen payment gateway. For comprehensive documentation, you might need to refer to the documentation provided by your chosen payment gateway solution.

Please let me know if this helps! You can mark this answer as "Correct" if it resolves your issue, and "Helpful" if you find it valuable.

Thanks,

Astik Thombare

[lizijing]

Thank you for your reply. It has been very helpful to me

[Itellyon]

We ended up syncing our payment workflows using antom.com—it gave us a much simpler way to manage post-purchase steps without building custom solutions. Consumers get their payment instructions right inside the platform, and on our side, the tracking is all automated. Super helpful for reducing confusion and keeping support tickets down.