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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Operating
Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
HCL Customer Service for HCL Commerce JSP stores
HCL Customer Service for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for HCL Commerce is offered for Enterprise edition.
Add or view order comments
A customer service representative (CSR) can add or view customer comments for specific orders on either the Aurora B2C or Aurora B2B storefront. Order comments can be viewed or added during the checkout flow or after the order is submitted, this includes orders that are shipped.
CSR Order Summary page
A customer service representative (CSR) can use the Order Summary page to view order details, including order comments. A CSR can also add comments to an order, cancel an order, or submit the order (depending on the order status).

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9.1, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
  - Management Center for HCL Commerce
    The Management Center for HCL Commerce, is a suite of tools to support store management, merchandising, and marketing tasks for business users (Sellers, Marketing Managers, Product Managers, Catalog Managers, Buyer Administrator, Customer Service Supervisor and others).
  - HCL Commerce Accelerator
    Use the HCL Commerce Accelerator to maintain online stores.
  - HCL Customer Service for HCL Commerce JSP stores
    HCL Customer Service for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for HCL Commerce is offered for Enterprise edition.
    - Customer Service page
      A customer service representative (CSR) can use the Customer Service page to complete various storefront tasks on behalf of guest and registered shoppers.
    - Manage customer accounts
      A customer service representative (CSR) can manage the personal accounts of registered customers through the storefront. Managing a customer account can include: adding a customer, enabling a customer account, resetting a password, and updating account information.
    - Manage existing customer orders
      A customer service representative (CSR) can manage orders that are placed in Aurora B2C and Aurora B2B stores. Managing existing orders can include: canceling and reordering orders.
    - Shopping on behalf of guest customers
      A customer service representative (CSR) can browse the storefront and submit orders on behalf of a guest customer. The CSR can also register the guest at multiple points while they act on behalf of a guest.
    - Shop on behalf of a registered customer
      A customer service representative (CSR) can browse the storefront and checkout items on behalf of a registered customer or buyer. The CSR experiences the storefront just as the registered customer would.
    - Act on behalf of a Buyer Administrator
      A customer service representative (CSR) can complete various storefront tasks on behalf of a Buyer Administrator. A CSR is, however, limited to a subset of Buyer Administrator tasks. The following details and resources can help you determine which tasks a CSR can complete on behalf of a Buyer Administrator, and how those tasks are completed on the storefront. The following are some of the common flows that a CSR can complete on behalf of a Buyer Administrator.
    - Add or view order comments
      A customer service representative (CSR) can add or view customer comments for specific orders on either the Aurora B2C or Aurora B2B storefront. Order comments can be viewed or added during the checkout flow or after the order is submitted, this includes orders that are shipped.
      - CSR Order Summary page
        A customer service representative (CSR) can use the Order Summary page to view order details, including order comments. A CSR can also add comments to an order, cancel an order, or submit the order (depending on the order status).
      - Aurora pages modified for CSR Order Comments
        A customer service representative (CSR) can add internal comments to a customer's order. If you published either the Aurora B2C or the Aurora B2B stores after you installed Mod Pack 1, the CSR Order Comments feature is enabled by default. Storefront customization is required to implement this feature if your store is based on a store archive that is lower than Mod Pack 1.
  - HCL Customer Service Hub for HCL Commerce React stores
    HCL Customer Service Hub for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Reference Store application and enable a CSR to complete key tasks on behalf of guest and registered customers for headless stores that are built based on the Emerald and Sapphire reference stores. Customer Service Hub for HCL Commerce is offered for Enterprise edition.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

CSR Order Summary page

A customer service representative (CSR) can use the Order Summary page to view order details, including order comments. A CSR can also add comments to an order, cancel an order, or submit the order (depending on the order status).

This page is only available to users with the appropriate roles for Customer Service Representatives or Supervisor. For more information about these user roles, see Granting user roles for HCL Customer Service for HCL Commerce. After a CSR searches for an order from the Customer Service page, they can select Actions > View order summary, which directs the CSR to the CSR Order Summary page. This page is available on Aurora B2C and Aurora B2B storefronts.

Elements of the CSR Order Summary page

Note: The screen capture displays a submitted order, in other words, the checkout flow was completed to submission. If the order was incomplete, the CSR can check out the order by clicking the Checkout button.

JSP files

CSROrderSummaryPage.jsp represents the entire CSR Order Summary page.
1 BreadcrumbTrail.jsp is the top-level JSP file for the breadcrumb trail widget, which displays the breadcrumb trail.
2 CustomerServiceNavigation.jsp is the top-level JSP file for the Customer Service Navigation widget, which displays the Customer Service sidebar and its navigational links.
3OrderSummary.jsp is the JSP file for the Order Summary widget, which is expandable and displays order details.
4OrderComments.jsp is the JSP file for the Order Comments widget, which is expandable and can be used by customer service representatives to view or add comments to a specific order. Order comments are time stamped and also display the CSR name who logged the comment.

Links and buttons

5 Cancel order: Cancels the order that is displayed.
Note: If the order is not submitted, a Checkout button is displayed instead.