KIBO’s Cart Takeover feature enables customer service representatives to take over an online cart and make changes, so that the cart has the shopper’s desired products and options. For instance, a shopper may need help ordering several custom products with complex configurations. A CSR can take control of the shopper’s cart, browse for products, select options, and add or remove them from the cart.CSR’s can do this for both anonymous and registered shoppers. However, keep in mind that viewing an anonymous user’s cart pulls up an empty cart. For a logged-in user, viewing the cart pulls up the shopper’s online cart. KIBO’s Cart Takeover feature enables customer service representatives to take over an online cart and make changes, so that the cart has the shopper’s desired products and options. For instance, a shopper may need help ordering several custom products with complex configurations. A CSR can take control of the shopper’s cart, browse for products, select options, and add or remove them from the cart. CSR’s can do this for both anonymous and registered shoppers. However, keep in mind that viewing an anonymous user’s cart pulls up an empty cart. For a logged-in user, viewing the cart pulls up the shopper’s online cart. In this example, we’re signed in on the storefront as a registered shopper named Sam Smith. Sam has added 2 items to the cart - a “Tie Dress” with a quantity of “5”, and a “Flared Hem Dress” with a quantity of “1”. At this point, Sam has run into an issue with the Order, and has reached out to a CSR for assistance. In this example, we’re signed in on the storefront as a registered shopper named Sam Smith. Sam has added 2 items to the cart - a “Tie Dress” with a quantity of “5”, and a “Flared Hem Dress” with a quantity of “1”. At this point, Sam has run into an issue with the Order, and has reached out to a CSR for assistance. Switching over to the Admin UI, we’ll need to navigate to the Orders Dashboard. On the “Main” tab, click “Orders”, then click the “Orders” submenu. Switching over to the Admin UI, we’ll need to navigate to the Orders Dashboard. On the “Main” tab, click “Orders”, then click the “Orders” submenu. This is the Orders Dashboard. We discussed this in detail in a separate video. This is the Orders Dashboard. We discussed this in detail in a separate video. On the orders dashboard, we’ll click the “Create New Order” button on the top right, and then choose the Site the shopper is using. In this example, it’s the “Fashion” Site, so we’ll click that. On the orders dashboard, we’ll click the “Create New Order” button on the top right, and then choose the Site the shopper is using. In this example, it’s the “Fashion” Site, so we’ll click that. On the New Offline Order page, we’ll need to locate the registered shopper account. In this example, we know it’s Sam Smith, so we will click on that account in the Customer Search box. On the New Offline Order page, we’ll need to locate the registered shopper account. In this example, we know it’s Sam Smith, so we will click on that account in the Customer Search box. From there, we’ll click the “View User’s Cart” link on the top left, next to the “Account” name. From there, we’ll click the “View User’s Cart” link on the top left, next to the “Account” name. This will open a modal window where we can see the shopper’s online cart. It contains the same products we saw earlier - a “Tie Dress” with a quantity of “5”, and a “Flared Hem Dress” with a quantity of “1”. Here, the CSR can make updates to the Order on behalf of the Shopper, such as adding or removing products, updating line item quantities, applying coupons, anything a shopper would be able to do. For this example, we’ll reduce the “Tie Dress” quantity from “5” to “3”, remove the “Flared Hem Dress” from the Order, and add another product to the cart. This will open a modal window where we can see the shopper’s online cart. It contains the same products we saw earlier - a “Tie Dress” with a quantity of “5”, and a “Flared Hem Dress” with a quantity of “1”. Here, the CSR can make updates to the Order on behalf of the Shopper, such as adding or removing products, updating line item quantities, applying coupons, anything a shopper would be able to do. For this example, we’ll reduce the “Tie Dress” quantity from “5” to “3”, remove the “Flared Hem Dress” from the Order, and add another product to the cart. Using the “Search” bar on the top right, the CSR can quickly locate products and navigate to their product detail page. For our example, we’ll add these earrings to the Cart. Using the “Search” bar on the top right, the CSR can quickly locate products and navigate to their product detail page. For our example, we’ll add these earrings to the Cart. We’ll click the “Add To Cart” button, and then navigate back to the Cart page. We’ll click the “Add To Cart” button, and then navigate back to the Cart page. Back on the Cart page, we can see all of the updates we’ve made. Back on the Cart page, we can see all of the updates we’ve made. Navigating back to the storefront cart page, we can see the updates are also reflected there, such as the Tie Dress quantity reduced down to three, the Flared Hem Dress has been removed completely, and the earrings have been added.At this point, the shopper can continue to check out the order on their own by clicking the “Go To Checkout” button. Navigating back to the storefront cart page, we can see the updates are also reflected there, such as the Tie Dress quantity reduced down to three, the Flared Hem Dress has been removed completely, and the earrings have been added. At this point, the shopper can continue to check out the order on their own by clicking the “Go To Checkout” button. Alternatively, in the Admin UI, the CSR can click the “Add Items to Order” button on the top right, which will pull the items into the previously created Offline order, allowing the CSR to complete the checkout through the Orders Dashboard on behalf of the shopper. Alternatively, in the Admin UI, the CSR can click the “Add Items to Order” button on the top right, which will pull the items into the previously created Offline order, allowing the CSR to complete the checkout through the Orders Dashboard on behalf of the shopper. From here, the CSR can continue editing the Order, add payment information, and then click “Submit Order” on the top right. From here, the CSR can continue editing the Order, add payment information, and then click “Submit Order” on the top right.
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