Home → Arctic Reservations → Guest-Facing Site → Shopping Cart Take Overs
30.14. Shopping Cart Take Overs
If a guests calls with questions while booking a reservation online, you can take over their shopping cart and help complete their reservation while talking with them over the phone.
To take over a guest's shopping cart go to the dashboard to the "Active Carts" widget.
Note: if there are not any active carts you will not see the "Active Cart" widget. The widget only appears on the dashboard when there is at least one active cart.
Also note: if you have customized your dashboard you will manually have to add the "Active Cart" widget to your dashboard before you will be able to use it. Once you have added it to your dashboard, it will again, only be visible when there are active carts in the system. For more information on customizing your dashboard, see the "Customizing the Dashboard" section of the Dashboard & Activity Log chapter.
On the "Active Carts" widget, you can click any of the blue words displayed on the widget to get to the "Browse Shopping Carts" page.
Once on the "Browse Shopping Carts" page, each active cart with have it's own grey box. Inside the box, Arctic will tell you where the guest is connected from as well as other details about their connection and how long it has been since their cart has last been modified.
Also notice in the shopping cart box, you will see a "View" button, a "Take Over" button and a "Clear" button. If you are unsure based on the information displayed which cart belongs to your guest, you can click the "View" button and Arctic will show you the contents of the cart so you can determine if the cart does indeed belong to your guest.
Note: before you can do anything else you will have to close the "View Shopping Cart" window.
Once you have determined the correct cart, you can take over the cart by clicking the "Take Over" button.
When you click the "Take Over" button, Arctic will ask you to confirm the take over. Note that you should only take over a cart if you are communicating with the guest and are confident you have the correct cart. Taking over a cart means that everythign will disappear from their guest-facing site cart and they will no longer be able to continue with the purchase or add additional items to the cart. If the customer is not on the phone with you or not expecting you to take over their cart, this experience could be jarring.
If you are positive this is the correct cart you wish to take over and you have warned your guests that you will be taking over their cart, click "Ok" to finish thhe process.
Once the take over is complete, Arctic will take you to the "View Order" page. To process a payment click the invoice number as shown here:
On the "View Invoice" page, you can process a payment or edit the invoice as you would for any other back end reservation or rental.
If the reservation or rental needs to be edited from what was in the guests cart originally then you can click the Activity Number found on the "View Invoice" page for the activity that needs to be modified.
Note: Since you completed this order via the backend, Arctic will not send the usual order confirmation to the guest as it would for a normal online sale. You will have to manually send your guest their invoice and reservation/rental confirmation via the backend as you do for other backend reservations and rentals.