Use the Company options to manage company-specific information and store settings.

Custom integrations

Use the Custom Integration feature to create an integration between Global Commerce and a digital rights management (DRM) system. Once created, Global Commerce and the DRM can transmit and share data with each other. DRM systems can store, deliver, and/or manage product serial numbers and unlock codes.

Note: You can only use Custom Integrations when your store uses the Self Service (Rivulet) template. To find out what template your store uses, contact your Store Operations Team.

Before You Create a Custom Integration

Before you create and use a custom integration, you must make sure that you set up and tested the system you want to handle the integration requests from Global Commerce to ensure it is working correctly. When you create an integration, you must provide the URL for the system where the system will send the request.

You should familiarize yourself with the XML schema for key requests and key revocations. The schema will help you determine what data your DRM system will need to send and how to structure those request.

Type of Integrations You Can Create

There are two types of custom integrations:

  • Key Request—Requests a serial number or unlock code when a shopper purchases a product.
  • Key Revocation—Revokes a customer's key. See How to configure when key revocations occur for instructions on setting up a trigger to revoke a key.

You can create as many custom integrations as needed and then associate them with products that require digital rights. To learn how to create a custom integration, see Creating a custom integration.

Using Your Custom Integrations

You can create custom integrations to deliver and manage digital rights for products.

Note: When you create a custom integration, Global Commerce enables (activates) it for your store by default. You can disable any custom integrations you want to stop using. To learn how to enable or disable custom integrations, see How to enable or disable a custom integration.

Using Key Requests with Your Products

Once you create (and enable) a key request custom integration, you can then use that custom integration to deliver keys for products purchased on your site. You do not have to use the key request custom integration for all your products that use digital rights; you can use the custom integration on as many or as few products as you need.

You can only use your key request custom integrations for a product when you set the digital rights Generation Method to External. Once this is set, you will then see the custom integration(s) you have created in a list of available integrations.

Custom integrations appear in the Integration Name list on the Serial Numbers tab and the Unlock Codes tab. See Serial numbers and Unlock codes for more information.

Configuring when Key Revocations Occur

Once you create a key revocation custom integration, you can configure when the system triggers a key revocation. See How to configure when key revocations occur.

A key revocation integration revokes a key for a product for one or more of the following reasons:

  • Refunded product or order.
  • Disputed product or order—A dispute happens when a shopper calls the issuer of the payment (credit card company, payment institution, and so on) and disputes the charge on their account. Disputes may occur because the shopper did not authorize the charge, or because the shopper cannot contact the seller to get a refund when they have a problem with the order or product.
  • Declined settlement—Some payment methods immediately authorize the payment but do not actually collect the payment or verify the shopper made the payment. In these cases, an authorization may be gained, and fulfillment will begin (including fulfillment of the digital rights) before payment is collected. If the issuer denies the payment, the system will decline the settlement for the order revoke the key.
  • Order is marked as fraud.

Integration exceptions

Use the Integration Exceptions tool to view and resubmit failed integration requests. This topic focuses on the two most common: digital rights and fulfillment exceptions.

When an integration exception occurs for a line item in an order, the system places the line item on hold and does not fulfill the line item until you fix the exception. The system will most likely also place on hold any additional line items sent to the same fulfiller for that order. However, you can expressly tell the fulfiller to fulfill partial shipments. You cannot bill the shopper for any unshipped line items; therefore, you cannot recognize revenue for these line items. If you do not fix this exception, both Digital River and the client lose money. To release the line item, you must fix the exception fixed and the re-extract the transaction. If you cannot fix the problem, you can cancel the line item or transaction.

Warning: Once you cancel a line item (product) or order (transaction), you cannot uncancel the item. You should only cancel line items or orders when you are sure you cannot fix the exception.

Integration Exception Report

Each day, the system sends an integration exception report via email to the Store Operations team. This email contains a list of the integration exceptions that occurred for all sites, with the Site IDs and other relevant information for the specific issues, listed in a table. The email subject line also contains the Site IDs of sites reported on in the email. If you do not fix the exceptions, the line items remain in limbo, and Digital River and the client cannot recognize revenue on those items.

Note: You can create rules (or filters) in Microsoft® Outlook® so that only emails with specific Site IDs in the subject line appear in your Inbox. See the Help file in Outlook for more information on creating rules to filter your Inbox. When creating the rule, note that the system sends integration exception reports from the following email address:

Digital Rights Exceptions

A digital rights request exception occurs when the system cannot retrieve and send the digital rights for a product (serial number or unlock code) to the customer. This occurs when the digital rights dispenser is empty (depleted) or when Digital River's integration with an external API fails or is rejected.

When you view the transaction details for a digital rights exception, you can see the specific reason for the exception listed for the line items in question.

Example: The Transaction Exception is Empty Key Response. When you see this response, it indicates there are no the digital rights for at least one product in the order, or the external DRM source rejected the request because the product information submitted does not match what they have on file.

In the list of items for the transaction, you must fix the product with text in the Exception column. You can click the Product ID to view the details of the product. You can also make changes from the product details to the Digital Rights, Part Number, SKU, or Manufacturer Part Number (whatever caused the exception). Once you make the changes and deploy the product, you should fix the exception and then re-extract all transactions with that exception.

Tip: You can re-extract one or more transactions at the same time. When you fixed a problem that caused an exception on multiple transactions, you can select every transaction with the exception and re-extract. You do not have to re-extract each transaction separately.

If you use a third party to deliver digital rights and the integrated API failed, you can contact the supplier and get the correct DRM to issue to the customer. Once you do this, you would select the product on this screen and click Issue Manually. In the Manually Issue Digital Rights window, enter the serial number or unlock code for the product that you get from the external DRM supplier and click Issue. The system sends digital rights information that you entered to the customer.

If you have to cancel the line item because you cannot fix the exception, you must enter a reason for the cancellation in the Corrective Action Taken or Removal Reason field. Then select the product and click Cancel. Only do this when you cannot fix the problem that caused the exception. If the transaction contains additional line items without exceptions, you should re-extract the transaction after you cancel the problem line item. When the order contains one or more cancelled line items, the system cancels the entire order.

Pending Digital Rights or Failed Digital Rights

When a product has pending digital rights, or a failed digital rights exception that means that the system could not send or display DRM for the product to the customer. Pending digital rights exceptions most often occur because the external (non-Digital River) DRM dispenser for the product does not recognize the product information. Failed digital rights exceptions most often occur because the DRM dispenser (list of serial numbers and unlock codes) is empty.

When a product has a pending or failed digital rights exception it means one of the following issues occurred:

  • The Digital River-hosted DRM dispenser ran out of serial numbers and/or unlock codes. In this case, you must contact the client and tell them to add the serial numbers and/or unlock codes for the product (line item). See Digital Rights for instructions.
  • There is a communication problem with the external API from which the serial numbers and/or unlock codes are retrieved. In this case, the system retries the digital rights request for up to 21 days. If the API still fails after 21 days and the system has not retrieved the digital rights, the transaction will require manual intervention from Digital River. You need to contact the client or customer to determine what action to take. You can issue the DRM for the line item (product) manually or cancel the line item and/or order.
  • The external API from which the serial numbers and/or unlock codes are retrieved has rejected the request. In this case, you must fix the cause or problem that appears for the exception on the Manage Integration Exceptions page and the re-extract the transaction. In most cases, the system rejects a digital rights request because the API does not recognize the part number. You should verify the SKU, External Reference Number, and/or Fulfiller Part Number for the product (line item) causing the exception. If you change the product, you must deploy the product before re-extracting the transaction.

Fulfillment Exceptions

A fulfillment request exception occurs when one of the events occurs:

  • There is a communication problem with the fulfiller's fulfillment request API. In this case, the system retries the fulfillment request for up to 21 days. If the API still fails after 21 days and you cannot complete the fulfillment request, the transaction will require manual intervention from Digital River. You need to contact the client or customer to determine what action to take. You may need to cancel the transaction (order).
  • The fulfiller's API rejected the fulfillment request. In most cases, the system did not recognize the part number or the system discontinued the product. In this case, you must fix the exception on the Manage Integration Exceptions page and then re-extract the transaction.

    Example: If the exception is a Fulfiller Indicated SKU Error Event, the fulfiller does not recognize the part number. In this scenario, you may need to update the SKU, External Reference Number and/or Fulfiller Part Number and redeploy the product before you can re-extract the transaction.

    Example: A fulfillment exception occurred because the API rejected the fulfillment request. The Transaction Exception is Fulfiller Indicated SKU-Error Event. This means that the fulfiller SKU for a product is not valid.

    See How to fix an integration exception for instructions on fixing an exception.

Bad Part Number

When a line item has a Bad Part Number exception, the part number saved with the product does not match the part number the fulfiller has on record. If you see this type of exception, you need to update the product part number or fulfiller part number.

To fix bad part number exceptions, you must first determine the Fulfiller and Warehouse Location for the product. Then you need to contact the Fulfiller to determine the correct Part Number (the one they have on record). Once you get the fulfiller part number, you can edit the product and update the Fulfiller Part Number. After you deploy the product, you can re-extract the transaction.

Discontinued Part Number

When a line item has a Discontinued Part Number exception, the fulfiller discontinued the part number saved with the product. This usually happens when the fulfiller no longer stocks the product or replaces the product with another product that has a different part number.

To fix Discontinued Part Number exceptions, you must first check if the line item (product) has more than one fulfiller.

  • If the line item (product) is associated with more than one fulfiller, you must first disassociate the fulfiller that had the exception from the product.

    Example: If the product has multiple fulfillers, but one (DSS) says the part number is discontinued, you must remove DSS as a fulfiller for the product, redeploy the product, and re-extract the transaction. The system sends the line item in the transaction to one of the remaining fulfillers associated with the product for fulfillment.

  • If the line item (product) is only associated with the fulfiller where the exception occurred, you must cancel the line item. If the transaction has additional line items (products) that do not have exceptions, you must re-extract the transaction. In this scenario, you may also want to retire the product since you cannot fulfill it, set up fulfillment with another fulfiller, or send more inventory to the fulfiller.