Checkout not loading or Cart clearing SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Investigation

  • Step 2 - Troubleshooting

  • Step 3 - Escalation

1. Purpose

This SOP covers the process to follow when a customer is trying to check out, but the checkout page is not loading, or the items in their cart disappear upon checkout.

2. Procedure

Context

In certain instances, when a customer attempts to check out, the checkout page does not load, or their items may disappear from their cart. This can usually be fixed with some basic troubleshooting. 

Step 1 - Investigation

Ask the customer the following questions:

• Are you experiencing this issue on a web (Mobile or computer)?

• Do any of the items in the customer's cart state that it is out of stock?

• Can the customer provide a screen recording of the error? If not, we will need a screenshot of the error.

Step 2 - Troubleshooting 

2.1) If there are items in their cart that are out of stock, they need to remove said items.

2.2) If they have no out-of-stock items in their cart, the customer has to log out and log back in to their account. 

These steps should fix the issue the customer is experiencing. If the issue still persists, proceed to step 3.

Step 3 - Escalation

3.1) Log a Service Request (SR) to the relevant tech team using the CPP-General Tech Request Catalogue Item CS Ops using the Can’t Checkout catalogue option, ensuring all required fields are completed and provide a summary describing the issue the customer is experiencing at checkout.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.