Customer service screen
The Customer Service screen lets your order support team quickly identify and then perform common tasks on shopping cartsCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket.. For example, you can add or remove line items as well as update their quantity.
This feature is a beta release. For more information, see Beta features. Pay special attention to "Enabling Beta features" within that page.
Accessing the Customer Service screen
From the Commence main menu, click Customer Service.
Searching for carts
The Customer Service screen lists all shopping carts in reverse numerical order. Scan the screen to find the cart you are interested in.
You can also search for shopping carts by customer name or email address. To find a shopping cart using name or email:
- Click Open cart. The Open Cart dialog appears.
- Enter any part of the user's name or email address.
- Select the customer.
- The cart opens.
If no cart exists for the selected customer, an empty default one is created.
Viewing a cart
The cart screen show the following information about the selected shopping cart:
- Cart information: number, order date, status (need list)
- Customer information: name, email address
- All forms in the cart (See Also: Structure of orders.)
- All shipments in each form
- All line items in each shipment
Changes to an item's quantity can update applicable discountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. in real-time.
- All line items in each shipment
- All shipments in each form
- Payments made towards cart items
- Discounts applied to the cart or its items
- Order total
Editing carts
After you edit a cart, the cart total is recalculated. Also, if the edits affect applicable discounts for the order, the Discounts display changes.
Adding a line item
To add a new line item:
- Click the Add button on the left side of the screen, under any existing line items.
- A Search window appears. Enter a search phrase of three or more characters. Examples:
- Enter the entire SKUCommerce: Stock Keeping Unit; corresponds to a purchasable product with specific characteristics. For example, a product line of shirts has individual variations/SKUs for sleeve size, color, and collar size., for example, 44477844 .
- Enter all or part of the item name or description, for example, boot.
- Items that satisfy your search phrase appear. Select the one that you want.
If the item is already added to this cart, a cart icon with the previously-ordered quantity appears on the search results.
- Enter a quantity.
If the item was already added to this cart, the new quantity is added to the existing quantity. a new line item is not created.
- Click Add.
Changing a line item's quantity
To change a line item’s quantity by a few nearby numbers (e.g., from 2 to 4), use the up/down arrows next to the quantity.
To change quantity by a large amount (e.g., from 2 to 50), it is quicker to select the current quantity then type in a new one.
Deleting a line item
To delete a line item, click the delete icon to its right.
Viewing and editing discounts
DiscountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. are applied to a cart or line items if their conditions are met. For example, a discount stipulates that $10 reduction is granted if an order exceeds $100. As soon the cart's value exceeds $100, the $10 discount appears under Discounts and affects the cart total.
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Episerver User Guide 18-6 | Released: 2018-11-08 | © Episerver 2018 | Send feedback to us