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Why a Basket Error? Customers may see a basket error message on login due to an incomplete payment, invalid status, some bad data, or a connection issue/early payment closure.
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Customer Encountering a Basket Error
When a customer experiences an issue with their shopping basket, they will encounter a clear message prompting them to contact support, either directly through the PortalX website App. This notification is in place to prevent potential complications such as duplicate charges or the unintentional removal of incomplete order details.
Resolution Steps for Support Teams:
To effectively resolve this for the customer, please follow these steps:
- Access the Main SMX Website: Navigate to the primary SMX website interface.
- Locate the Faulty Basket: Identify the customer's problematic shopping basket.
- Determine the Appropriate Action: At this stage, you have two key options:
- Convert to Order (If Applicable): If the basket's contents are valid and the customer wishes to proceed with the purchase, you can convert the existing basket into a finalized order. This preserves their selections and streamlines the process.
- Delete the Faulty Basket (If Conversion Isn't Possible or Desired): If the basket is corrupted, incomplete, or the customer prefers to start fresh, simply delete the existing basket.
- Customer Experience Post-Resolution: Once the faulty basket is either converted or deleted, the next time the customer logs into their account, a brand-new, fully functional shopping basket will be automatically generated.
Rationale Behind the Error Message:
This system-generated message serves a crucial purpose:
- Preventing Duplicate Charges: By flagging the error and requiring intervention, we safeguard the customer from the possibility of being charged multiple times due to a faulty basket.
- Protecting Incomplete Orders: The message prevents the accidental loss of items the customer may have already added to their basket, ensuring their progress isn't unintentionally erased.
- Facilitating Investigation and Conversion: It provides you, the support team, with the opportunity to examine the problematic basket. This allows for the possibility of salvaging the customer's selections by converting the basket to an order if appropriate, offering a more convenient solution.
- Ensuring a Fresh Start: In cases where the basket is beyond repair or the customer prefers it, deletion allows for a clean slate, enabling them to begin their shopping journey anew without lingering issues.