Abandon

Abandoned tickets refer to records of items that a customer has added to their shopping cart but has not completed the purchase process. These tickets are generated when a customer adds items to their cart but does not proceed to finalize the order. Procedure Step 1: Check if the Order Was Placed a. Access the Customer's Account either by email or customer name and verify if an order has been placed or not. b. Determine if an Order Was Placed: - If an order has been placed, proceed to Step 2. - If no order has been placed, proceed to Step 3. Step 2: If an Order Was Placed, Verify the Order Items a. Check Order for Matching Items: - Review the items in the customer's abandoned cart and compare them with the items in the placed order. b. If All Items and Quantities Match: - Add an internal note to the ticket stating the order number. - Mark the ticket as "solved" Step3: If No Order Was Placed, Check the Total Cart Amount a. Check the Cart Amount: - Review the total amount of the abandoned cart. b. If the Cart Amount is Less than $1000: - Send an email to the customer using the macro: Macro: Pre-Sale :: Abandoned Cart. c. If the Cart Amount is Greater than $1000: - Make a call to the customer to inquire about the reason for not completing the purchase. - Ask if the customer needs assistance in placing the order. - Provide any necessary support and encourage the customer to complete their purchase. - After making a call, need to mention in internal notes, about communication with customer and solve or pending the ticket as per scenario. OR If the number is not reachable or it went to Voice mail need to send an email using the same Macro as above and solve the ticket Note: If Only Some Items from the Cart Were Ordered: - Send an email to the customer using the macro: