Pull cart

A customer service representative can pull a cart from WebSphere® Commerce Store Front into Commerce Call Center for a customer who needs help with an order.

Solution

Sometimes a customer has trouble completing an order in the WebSphere Commerce Store Front. The customer might not be able to add a product, delete a product, or complete the payment process. In such situations, when the customer calls the call center, and the customer is a registered consumer customer, the CSR can pull the customer's active cart from WebSphere Commerce and complete the order by using Commerce Call Center while on the phone with the customer.

When a customer calls a CSR for help on an active order, the CSR can search for the customer by using customer search. After the appropriate customer is selected, the Customer Details screen is displayed. The CSR can select the Carts tab to view the customer's active cart. When the CSR selects the Carts tab, the following logic is executed:

The SCWC_SDF_GetCartList service is invoked which in turn calls a web service on the WebSphere Commerce store front, which returns the list of carts based on the customer criteria passed in the input. This web service takes the customer or member ID as input from the Commerce Call Center user interface and passes it to WebSphere Commerce to retrieve the list of active carts for the customer. WebSphere Commerce has a single active cart per customer or member ID, therefore the SCWC_SDF_GetCartList service returns as single record.

When the CSR clicks "Pull Cart" corresponding to a cart, the following logic is executed:

The SCWC_SDF_PullCart service is invoked, which checks whether the order already exists in Commerce Call Center.
- If the order is already present, the service returns the order details.
- If the order is not already present, SCWC_SDF_GetCartDetails service is invoked and the output of this service is passed to the createOrder API.

Once a cart is successfully pulled into Commerce Call Center, the Create Draft Order transaction is run to create an order for the Pull Cart action. The cart is locked and cannot be edited using WebSphere Commerce storefront. Though the identify customer option is still available, the CSR should not change the customer. The following logic is executed to lock the cart:

The ON_SUCCESS event of the Create Draft Order transaction invokes the SCWC_SDF_LockWCShoppingCart service.
This SCWC_SDF_LockWCShoppingCart service in turn calls a web service on the WebSphere Commerce storefront to lock the cart. The service checks if the draft order was created via the 'Pull Cart' action from the UI by checking the EntryType attribute in the order details. For orders that are created via the 'Pull Cart' action, the service calls the WebSphere Commerce web service to lock the shopping cart on the Store Front.

The CSR can then follow the create order flow to complete the order. For more information, see Create orders.

When a CSR cancels a draft order, the Change Order transaction is run to delete an order created using the Pull Cart action. The cart is unlocked. The following logic is executed to unlock the cart:

The DELETE_ORDER event of the Change Order transaction invokes the SCWC_SDF_UnLockWCShoppingCart service.
The service checks whether the draft order was created via a ‘Pull Cart’ action from the user interface, by checking the EntryType attribute in the order details.
For orders that are created using the ‘Pull Cart’ action from the user interface, the service will call a WebSphere Commerce web service to release the lock on the shopping cart on the store front.
On success of order confirmation, it will mark the order status in WebSphere Commerce as G and will also stamp an ExternalOrderId to the order. After the order is confirmed and the cart is unlocked, shoppers can make changes to the shopping cart via the store front.

Upon cancellation of an order, the CSR must refresh the Customer Details screen before another cart can be pulled.

Implementation

The CSR must have the Pull Cart resource permission to pull carts.
Factory setup for all the services and event handlers are shipped. The services are created for the DEFAULT organization and the event handlers are enabled at an enterprise level by using the activator script, which is shipped as part of the WebSphere Commerce and Commerce Call Center integration.
Customers who intend to use the WebSphere Commerce and Commerce Call Center integration for any of their enterprises must run the activator script. For more information about loading the activator factory setup data, see "Loading activator factory setup data".
Customers and Catalogs must be synched between WebSphere Commerce and Commerce Call Center for the Pull Cart feature.
The Pull Cart feature supports only consumer customers.