Steps in the screenshots correspond to the numbers in the headings.
Anytime the price gets changed on an ORDER (either up or down), the new price must get authorized by the customer.
If the customer paid by PO, an email is sent for them to approve/deny. Once they respond to the email, the process moves on.
If, however, the customer originally paid by Credit Card or PayPal, they must go through the checkout process again so that the new amount can be authorized on their card. Here is how that works.
STEPS 1-10 will take you to the point where the second cart email is generated. If you just want to see how to re-trigger the cart, skip to step 11.
In our example, the order is for one new product for an existing IPS Customer. The process is the same, as long as the customer has paid by Credit Card and we are in the Order Stage.
1. Go to the Order in Salesforce. The order starts out in Order Accepted stage.
2. Go to the Related tab.
3. Find the Order Products.
4. Click on the Edit Products.
5. Change the price (either up or down).
6. Save.
7. A confirmation message tells you that the order has been updated.
8. When you refresh the screen you can see that the pricing has changed.
Please notice in the green highlight that the Tax has also been adjusted to reflect the price change.
9. The Status on the order has changed to Order Hold. It will stay that way until the customer approves the cart.
10. The customer now has an email from [email protected]. Many times this goes to a different folder than their inbox.
For this example, we are going to say that the customer accidentally deleted the email, so the CSR needs to resend it.
Re-triggering the 2nd Cart
11. Go back to the order in Salesforce and Click on the Details Tab.
12. Scroll down on the order information until you see the Retrigger Cart field.
13. Click on the Pencil to edit the field.
14. Click the Checkbox.
15. Click Save.
The re-trigger cart checkbox becomes unchecked as soon as the email is resent.
16. Once the buyer/customer checks out, the original order is canceled in eCommerce and a new order is created. They are linked in Salesforce. The process continues as normal from this point.
A video on this topic can be found by clicking the following link:
How do I re-trigger the cart if the customer has not checked out with the new price?
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