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Solving the Issue of Lost Cart Items in Only Shopping Cart Mode

When you choose Only shopping cart as the settlement mode for your livestream, customers are redirected to their shopping cart in your online store for checkout. However, if customers have switched devices to open their cart, they may encounter missing items. This enhancement addresses this issue and ensures a seamless shopping experience across devices, giving your customers the flexibility to switch devices without losing their cart items.

 

 

The Solution

This enhancement ensures customers see the same cart items even if they switch between devices. However, if they still find missing items in their cart on a different device, kindly remind them to retrieve those items by accessing the cart link provided in the order confirmation message sent via Messenger or Instagram Direct Message. The system will automatically restore the cart for the customer.

 

 

Example Scenarios

Customers can see the same shopping cart in the two common scenarios below.

Scenario 1: Switching from Desktop to Mobile in the Same Livestream

  1. A Customer leaves comments that match the keywords during a livestream and receives the order confirmation message.
  2. The Customer opens the cart on their desktop to view the items.
  3. The customer switches to their mobile device.
  4. On mobile, the customer can open the cart and view the same items without issue.

Scenario 2: Placing Orders in Different Livestreams Using Multiple Devices

  1. A customer leaves comments that match the keywords in Livestream 1 and receives the order confirmation message.
  2. The customer opens the cart on their desktop to view the items but does not go to the checkout pge.
  3. The customer switches to their mobile device to join Livestream 2.
  4. In Livestream 2, the customer leaves comments that match the keywords and receives a new order confirmation message.
  5. Using the cart link on mobile, the customer can view items from both Livestream 1 and Livestream 2 in the cart.

 

 

How to Detect Device Changes

To identify if customers have switched devices, follow the steps below:

  1. In the livestream studio, go to Message Management and click the cart icon (View cart) in the Options column of the customer.
    3-1 cart icon.png
  2. In the card that flies in from the right, the Cart history portal appears at the top if the customer has opened the cart via the order confirmation message. Click to see the records.
    3-2 cart history.png
  3. Each record indicates a device used to access the cart. Multiple records suggest that the customer has switched devices.

 

 

Important Notes

  • If customers place orders through different Facebook pages of yours, the cart will still display all items.
  • If customers place orders using multiple Facebook accounts but the same device, the cart will show all items from those orders.
  • Limitation: If a customer switches devices during the checkout process, we are unable to restore the cart items from the original device.