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Check out a customer’s basket on their behalf

As an extension of the Sales Center order-entry capabilities, authorized Sales Center users can also take over active baskets in the webshop and complete the checkout.

Sales Center users can open, edit, and confirm an active customer basket on the customer's behalf. This allows sales teams to complete an existing basket without having to recreate the order. The order remains linked to the customer and records which Sales Center user confirmed it.

How it works​

Basket takeover works in the webshop. The internal user selects the relevant customer, then opens one of the customer's active baskets from My Account and continues in the customer environment. They can review and edit the basket before proceeding to checkout.

When the basket is confirmed, the order is registered under the customer's account and records which internal user confirmed it. All existing customer budget settings remain valid. If the basket reaches a blocking budget, the internal user receives a warning but can still confirm the order.

Use case​

  • A customer service agent completes checkout for a customer who needs help finalizing their order.
  • An account manager confirms an order on behalf of a customer who is unable to complete it themselves.
  • An internal user contacts a customer about an abandoned basket and completes the purchase with the customer's consent.
  • A customer cannot confirm their basket due to a budget limit block. An account manager can proceed and confirm on their behalf.

Key capabilities​

  • View and open a customer’s active baskets.
  • Edit the basket before confirmation.
  • Confirm the basket on the customer’s behalf.
  • Apply the customer’s existing prices, budgets, and checkout rules.
  • Override blocking budget warning when permitted.
  • Record the confirming Sales Center user on the order.
  • Control confirmation rights through Sales Center user roles.

Considerations​

  • When an internal user takes over a basket, the customer is not notified that changes are being made.
  • For a customer who pays online, an internal user can take over and confirm the basket, but the order still has to be paid online, so it does not complete the payment.
  • When using partition catalogs (catalogs that allow separate baskets per product group), splitting a basket before confirmation is not supported. A message is shown if this is attempted.
  • Access to this feature is controlled by a user role setting with permission to confirm baskets on behalf of customers. Internal users without confirmation rights can still open and edit a customer's basket, but cannot complete checkout.
  • This feature is part of the Sales Center module. Contact your CloudSuite implementation partner to enable it.
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