Viewing contacts with an open cart

When a public user logs into their account, they see an alert that tells them they have items in their cart. The alert uses the following query to determine which users receive the alert: $/Common/Tasks/Queries/Contacts with items in the cart

The following query enables staff users to review which users have items in their cart: $/OrderManagement/DefaultSystem/Queries/Carts pending checkout. You can make a copy of the out-of-the-box query and make any changes, but the following filters are required:

The Cart.Created On property can be changed to best fit your organization. Out-of-the-box, this filter is configured to show open carts within the past 14 days.

There is also a process automation task, Open cart email task, that allows staff users to send an email to the contact, notifying them that there are items waiting in their cart.

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Note

This task is not enabled out-of-the-box. A staff user must run the task before the contacts will receive an email.

The communication template used by this task must be customized to reflect your organization's information before the task is enabled. It is recommended that you add a link to your website where the customer can complete the checkout process. The process automation task can then be updated to use your version of the template in the task's Action.

The query $/Common/Tasks/Queries/Carts pending checkout email filters out staff users and administrators. This allows staff users and administrators to work On behalf of contacts without receiving an email or an alert regarding open carts.

The Business Object used in these queries is WorkOrder, which returns rows for all open carts. Once a user has removed the items from their cart or completed checkout, there will no longer be a row in WorkOrder for that cart.

Open carts created by staff users working On behalf of another contact can be identified because the Created By contact will be different than the Sold To contact.

When using the WorkOrder Business Object to identify open carts in an IQA query, the query should also be filtered to exclude carts where the Line Total <=0.00. The Created By contact identifies who the cart belongs to, and the Created On date can be used as needed to filter out older open carts.