Shopping Basket Issues - Troubleshooting
Shopping Basket Issues
- 1 Unable to book Delegate onto a Course due to message stating they are already on the course, but I cant find them?
- 2 Can we use our own (external) Shopping Basket instead of one provided by accessplanit?
- 3 The Cost in Shopping Basket isn’t the same as the Course’s Cost
- 4 Discount code not applying in the Shopping Basket
- 5 No payment methods are showing in the basket
- 6 Voucher has been bought/issued, but it’s not available to use in Shopping Basket
- 7 “Quantity limit of 0 has been reached" error when trying to book a Course through the Shopping Basket
- 8 When choosing to pay by Credit/Debit Card, no fields appear to type in card details (number, expiry, etc.)
- 9 A Product/Service with unlimited stock is being shown as 'out of stock' in the Shopping Basket.
- 10 Generating an Invoice through Shopping Basket
If you’re experiencing problems when managing Shopping Baskets, then you’re in the right place! This guide walks you through the most common Shopping Basket-related issues and questions and how to resolve them!
Unable to book Delegate onto a Course due to message stating they are already on the course, but I cant find them?
If you find that you are unable to book a Delegate onto a Course through the Basket (SB3), please check the following:
Check the Delegate isn't already on the Course
If you are seeing the following message:
Then this means that the User you are trying to book onto this course is already a Delegate, or they already have an active Shopping Basket for this course. They could also be a Trainer on the Course.
You can check which case this is by going into the User's record and looking at their Courses section to see if the Course is listed.
Check to see if the Delegate already has the Course sat in their basket
Check to see if the Delegate has a Shopping Basket with the Course sat in it already as this can prevent you from booking them onto the Course
From the Main Navigation Menu on the left hand side, select ‘Shopping Baskets’
Search for the User ID using the search and/or filters
It is important to check that you are searching on ‘ID’, ‘Booker User ID’ & ‘Bill To ID’, you can check this by clicking the icon to the right of the magnifying glass:
If all three options are selected, the search criteria will look in all areas:
Shopping Basket records can be deleted by right-clicking on the item in question and selecting ‘Delete’ from the menu:
Deleting a inactive, or temporary basket will mean that any partial bookings that are preventing a user booking onto a Course will no longer be a problem.
Can we use our own (external) Shopping Basket instead of one provided by accessplanit?
Related help guide page:
Unfortunately, external Shopping Baskets are currently not supported.
The Cost in Shopping Basket isn’t the same as the Course’s Cost
Related help guide page(s):
Update costs for future Courses | 💰 Update the cost on your Course Template
If you find that you are having trouble with Costs not matching correctly, please check the following:
Check for a Price Scheme on the Course or Discount being added
A Price Scheme or Discount may have applied during the booking process causing the Costs not to match
For Price Schemes, please check the following:
From the Main Navigation Menu, select ‘Courses’ then ‘Class’ or ‘Web’ depending on your Course Type,
Use the search bar to search for the Course in question
Right-click and select ‘Price Schemes’ from the context menu
Check to see if any Price Schemes are listed within the DataGrid
If there is a Price Scheme listed, check to see whether the Delegate/Booking meets the rules of the Price Scheme
For more information on Price Scheme please visit https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83132458 or https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3728737709
For Discounts, please check the following:
Usually, this is prominent on the Invoice itself and will tell you if a Discount has been applied
If you are unsure, please visit the following guides:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/61309154
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/2324562104
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3893231676
Check to see if the Cost has changed for the Course
When updating Course costs, you need to make sure both the Course and the Course Template have had the Course cost updated
Check the cost against the Course and the Course Template to ensure both are correct as this may affect the Cost that shows within the Shopping Basket
The following page(s) can help to direct your next steps:
Please Note
If you are still having issues with the Cost not showing correctly in the Shopping Basket, please reach out to the Customer Support Team for further support
Discount code not applying in the Shopping Basket
Related help guide page:
Please visit our Discount Issues page for further support on Discounts not applying
No payment methods are showing in the basket
Related help guide page:
If no payment methods are showing in your Shopping Basket, please check the following:
Check the correct Transaction Methods have been selected
To allow Transaction Methods to be selected within Shopping Basket, you need to make sure the correct methods are selected within Account Finance options.
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Using the tick boxes, select the relevant Transaction Methods you want available
Optional - If the Transaction Method you require isnt available, use the ‘Transaction Methods’ option in the top right hand corner of this section to add them in
Don't forget to click the ‘Update’ button at the bottom of the page
Please Note
If you are selecting a Payment Gateway such as Stripe, Opayo, Barclays etc, you will need to ensure the correct details are added for these gateways in the section below once selected
For more information on Payment Gateways, please see the following help guide: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/419954805
Check the Transaction Method Exclusivity
If the Transaction Method is selected but your not seeing it within the Shopping Basket, check that there is no Exclusivity attached to it. Exclusivity allows restriction to the payment method. For example, Invoices may only be available for Training Administrators.
To check this, please follow:
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Next to the relevant payment method, select ‘Exclusivity’
Check to see if there are any restrictions in place, you can remove these if needed
Click the ‘Update Exclusivity’ button
Don't forget to click the ‘Update’ button at the bottom of the page
Voucher has been bought/issued, but it’s not available to use in Shopping Basket
If you are having trouble with Vouchers in Shopping Basket, please check the following:
Check the Voucher Transaction Method is available
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Ensure that ‘Vouchers’ has been selected and enabled
Please Note
If the Voucher option isn't available/showing please reach out to the Customer Support Team to enable this for you
Try adding your Voucher again through the Shopping Basket
Check the Voucher method is not restricted by ‘Exclusivity’
If the Voucher has Exclusivity, this may prevent you from being able to use it within Shopping Basket
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Next to the Voucher payment method, select ‘exclusivity’
Check that it is not set to have any exclusivity, if it does, remove these
Try applying the Voucher through the shopping Basket again
Check the status of the Voucher
Check the status of the Voucher and ensure that the voucher has the status of ‘Available’
To do this,
From the main navigation menu on the left hand side, select ‘Finance’ and then ‘Vouchers’
Using the search bar, search for the Voucher in question
Add the ‘Status’ column into the DataGrid to check that this is ‘Available’
If it isn't showing as ‘Available’, right-click on the voucher, select ‘Edit’ from the context menu and update the Status of the Voucher
Try the Voucher again through the Shopping Basket
Check the Exclusivity of the Voucher itself
If the Voucher itself has Exclusivity attached to it, this could prevent the Voucher from applying in the Shopping Basket.
To check this, please follow:
From the main navigation menu on the left hand side, select ‘Finance’ and then ‘Vouchers’
Using the search bar, search for the Voucher in question
Right-click and select ‘Exclusivity’ from the context menu
Check there is no Voucher Exclusivity
If there is Voucher Exclusivity and there doesn't need to be, remove the restriction and try applying the Voucher through the Shopping Basket
Check the Voucher Status and date range
If the Voucher has already been used, or the date range for the Voucher isn't correct then this may be preventing the Voucher from being applied in the Shopping Basket
From the main navigation menu on the left hand side, select ‘Finance’ and then ‘Vouchers’
Using the search bar, search for the Voucher in question
Right-click and select ‘Issued’ from the context menu
Use the search bar to search for the Voucher in question
Add the ‘Status’, ‘Date Created’ and ‘Expiry Date’ columns to ensure these are correct. If the status is ‘Used’ or the expiry date range has passed then this will be why your Voucher is not applying in the Shopping Basket
“Quantity limit of 0 has been reached" error when trying to book a Course through the Shopping Basket
Related help guide page:
This error can occur when there are not enough spaces left on the Course or the Course has the status of ‘Fully Booked’. You may see this error if a Delegate/User is using a Booking Link. Adding the Course to your basket from the platform when in the status of 'Fully Booked' or there are not enough spaces left, will flag that it cannot be added to the basket.
Check the spaces available on the Course
Check to see if the Course has enough spaces, if not, add additional spaces as required
From the main navigation menu on the left-hand side, select ‘Courses’ and then ‘Class’ or ‘Web’ depending on the Course type
Using the search bar and/or filters, search for the course in question
Right-click and select ‘Edit’ from the context menu
Scroll down until you see the ‘Number of Places’ section
Check this against the Number of Delegates listed for the Course
Amend if necessary and try booking the Course again
Check the Status of the Course
Check to see if the Course has the status of ‘Fully Booked’, if it does, change this to ‘Available’
From the main navigation menu on the left-hand side, select ‘Courses’ and then ‘Class’ or ‘Web’ depending on the Course type
Using the search bar and/or filters, search for the course in question
Right-click and select ‘Edit’ from the context menu
Scroll down until you see the ‘Scheduling’ section
Check the ‘Course Status’ isn't in ‘Fully Booked’, if it is, use the drop down to change this to ‘Available’
Don't forget to click the ‘Save’ button in the top right hand corner
Once you have set it back to ‘Available’, try booking the Course through the Shopping Basket again
When choosing to pay by Credit/Debit Card, no fields appear to type in card details (number, expiry, etc.)
Related help guide page:
When choosing your Payment Gateway, you need to ensure the correct ‘Supported Card Types' are selected otherwise it will not allow the User to enter any card details such as their Card Number, Expiry Date etc.
Check the 'Supported Card Types' for your Payment Gateway
In the top right hand corner of your Platform, select ‘Profile’ and then ‘Administration’
From the ‘Administration’ menu, select ‘Account Finance Options’
Please Note
This option will only show for Super Administrators, you may need to speak with your Super Administrator to allow Transaction Methods
Scroll down until you see the ‘Payment Methods’ section
Next to the relevant Payment Gateway (in this example we are using Opayo), click the ‘Select’ button
This will open a pop up box that allows you to select the ‘Supported Card Types'
Please Note
The Card options selected here need to match the same card types that are accepted by your Payment Gateway account, otherwise the Platform won’t accept any card types, resulting in the card details fields being hidden
Select the relevant card types and click the ‘OK’ button
Don't forget to click the ‘Update’ button at the bottom of the page
Try the booking again to ensure the correct 'Card Types' are now appearing
A Product/Service with unlimited stock is being shown as 'out of stock' in the Shopping Basket.
Related help guide page(s):
The maximum limit for purchases made via the Shopping Basket (when marked as Unlimited Stock) is 50 products/units per Shopping Basket (SB3).
To work around this, we recommend going to the ‘Purchases’ SmartGrid from the main navigation menu on the left hand side, adding a new Purchase, setting the quantity and then manually raising the Invoice from the Invoice Generator or via the Purchases SmartGrid
Generating an Invoice through Shopping Basket
Related help guide page:
When Auto Commit is switched off and an Invoice is generated after a Booking has been completed, the Shopping Basket does not store the Cost against the Delegates/Placeholder (items).
This means that if a User completes a Booking in the Shopping Basket, and then the Cost of the items change after the Booking was complete (this can include Discounts, Price Schemes and so on), then the Invoice that is generated will pick up the new values, rather than the values that existed at the time of the Booking.
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