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In roadmap communications, Order Management is referred to as the CSR Portal.

A cart is a collection of products that are selected by a website customer. (A cart is also known as a shopping cart or basket.) This topic describes how to work with carts on the Order Management page.

A shopping cart is created when a visitor clicks Add to cart, such as on a product page. You can manually manage shopping carts from Order Management > Carts where you can view carts and convert them into a purchase order or subscription. See also Shopping flow.


Each shopping cart has its own unique ID. A customer can have only one cart open at a time. If the customer already has an open cart, the system redirects to the open cart.

The Order Management page initially lists shopping carts by Cart number in reverse numerical order. You can choose what columns to display by clicking the Columns icon and deselecting the columns you do not want to show.

When a cart's checkout is complete with a submitted payment, the cart becomes a purchase order, no longer displays in the Carts list, and displays in the Orders list.


Add a cart

You can create a cart for a customer from the Order Management page.

If a customer already has a cart for a market, you cannot create another cart for that market.
  1. Click Create New Cart. The Create New Cart dialog box displays.
  2. Select a site for the cart.
  3. Select a market for the cart.
  4. Select an existing customer, or click New Customer.


  5. Enter the name, email, and Customer Group information and click Save Customer.


  6. Click Open cart. The Cart Details page displays.

See also Convert a cart to a purchase order and Convert a cart to a subscription.

Filter carts

You can filter carts by search, Created On timeframe, or Market.

Filter by customer name or email

You can search for carts by customer name (partial match) or email address (exact match). Begin entering the customer's first name or exact email address in the Filter box. Use % to search for any consecutive string of letters or numbers. Press Enter to execute the search.

For example, if the customer name is Bryan Stephens, enter B, Br, or Bry. If you want to search for the last name, you can type %ste, and you will see results with that string of letters. The results become more refined as you enter more characters.

Filter by Created on date

You can also filter the Order Management page using the Created On filter. Select a specific Start Date and End Date, or you can use one of the following options:

  • Anytime
  • Today
  • This Week
  • Last 7 days
  • This Month
  • Last 30 days
  • Custom

Click Apply to see the results with your filter.

Filter by Market

You can also filter the carts by market. You can select Any (default), Default Market, or a specific market such as USA, Australia or Germany.

View and edit cart information

The Cart Details page shows the following information about the selected shopping cart. You can edit some details of the cart.

If you edit a cart's line items, its total is recalculated. Also, if the edits affect applicable discounts for the cart, the Discounts display changes.

Summary tab

You can change a cart's Market and Currency. Note that changing these values may affect other order information, for example, an item's price, available shipping methods, available promotions, and so on.


Form Details tab


  • To edit shipping details, open the option menu and select Edit and modify the address and shipping method.

    Every shipment needs a shipping address. If a customer has several shipping addresses, use search to find the correct one. You can also enter a new shipping address. Addresses are stored in and editable on Contact Details > Address book.

  • To add a line item, click Add line items.
    1. You can begin to type in the Product Variant field to display matching products.
    2. You can adjust the Quantity and Placed Price.
    3. Click Add Line Item to update the cart.


  • To edit a line item, select the line item's option menu and select Edit.
    1. You can begin to type in the Product Variant field to display matching products.
    2. You can adjust Quantity, Discount, Discount Type. Discount Description, and Placed Price.
    3. Click Save to update the cart.


Contact Details tab

To edit customer information, see Customers.


Notes tab

You can add notes associated with carts, orders, and subscriptions. Notes are listed by creation date on the Notes tab, where you can access details like description and note creator.


Delete a line item

To delete a line item, open item's option menu and select Delete.

Delete carts

You can delete one or more carts on the Order Management page.

Deleting a cart removes its record from the system.
  1. Select the checkbox for the cart you wish to delete. If you have multiple pages, you can continue selecting carts on each page.
  2. Click Delete.
  3. Click Delete to confirm that you wish to delete the selected cart(s).


View and edit discounts

You can apply discounts to a cart or line items if conditions are met. For example, a discount stipulates a $10 reduction for a cart whose total that exceeds $100. When that becomes true, the $10 discount displays under Discounts, and the cart total is adjusted.

Discount codes

A discount code is an additional criterion that you can apply to any discount. For example, customers who enter discount code CouponABC during checkout receive 10% off the cart total.

A cart's submitted discount codes displays above the discount list. You can also manually add discounts to a cart. If a code that you enter satisfies an item's or order's business logic, the discount amount is deducted from the cart total.

For example, men's shoes are 20% off if the customer enters the discount code Shoes when submitting the order. If a customer places a pair of men's shoes in a cart then enters coupon code Shoes, 20% is deducted and displayed in the Discounts area.

Create discount codes for customer appreciation

You can create a discount that allows customer service representatives to apply refunds to customer carts for loyalty, compensation for problems, and so on. To do this, create a discount for this purpose, enter a discount amount, and a coupon code. Then, train your CSRsto use the code where appropriate to reduce the customer's cart total.