---
title: How to Use Shopify's New POS Feature to See a Customer's Online Cart
description: Use the Shopify POS 'view online cart' feature to bridge the gap between online browsing and in-store sales. Learn how to recover carts and improve service.
canonical: https://tacey.app/blog/how-to-use-shopify-s-new-pos-feature-to-see-a-customer-s-online-cart
published: 2026-10-29T12:54:54.744Z
updated: 2026-10-29T12:54:54.744Z
category: Shopify Operations
---
# How to Use Shopify's New POS Feature to See a Customer's Online Cart

Learn how to use the Shopify POS feature that allows your staff to see an identified customer's online cart, providing a powerful way to recover sales and connect your digital and physical storefronts.

Your staff can see a customer's online cart by using the Shopify POS app to look up the customer's profile by name or email. Once the profile is open, an "Online store cart" section will be visible if one exists, allowing staff to view the items. From there, they can add the products directly to the in-store sale, turning a previously lost opportunity into a completed transaction.

The Shopify POS feature for viewing a customer's online cart is designed to fix the exact break between digital interest and in-person shopping. It provides a direct tool for your staff to access an identified customer’s abandoned online cart, turning a potentially lost sale into a completed one right on the sales floor. This is not just a recovery tool; it is a bridge between your two most important sales channels.

## Why is it a problem if my staff can't see a customer's online cart?

When your staff cannot see a customer's online cart, they treat a highly qualified lead like a new shopper. This disconnect leads to lost sales, smaller transactions, and a disjointed experience that fails to capitalize on the customer's existing interest in your products and brand.

For any brand with both online and physical locations, the customer journey is rarely linear. A shopper might discover a product online, add it to their cart, and then get distracted. When that same person later appears in your store, they are arguably the most qualified lead you could have. Yet, they are often treated as a new customer, their online intent completely invisible to your sales associate.

This disconnect carries a real cost. The in-store conversation begins from zero. The customer tries to recall items they liked, and staff try to find them based on vague descriptions. The curated collection in their digital cart is forgotten, and a large potential sale shrinks to whatever the customer can remember in the moment. This friction undermines the connected experience modern shoppers expect.

From the customer's point of view, this experience can be frustrating. They have already invested time and effort in selecting products, only to find that the brand doesn't recognize that history in a different context. This can make the brand feel impersonal and disconnected, eroding the loyalty that is crucial for long-term growth. It sends an unintentional message that the online and in-store operations are two different companies.

Repeat customers are a major driver of revenue and order volume, often contributing a disproportionately large share of a store's sales. When a known customer with a full online cart walks in, failing to connect the dots is a missed opportunity to reinforce a relationship with your most valuable clientele.

This isn't about using complex or expensive technology. It is about using the tools already integrated within the [Shopify](https://www.shopify.com?utm_source=tacey&utm_medium=blog&utm_campaign=how-to-use-shopify-s-new-pos-feature-to-see-a-customer-s-online-cart) platform to create a more responsive sales process. The ability for a POS system to access online store data is foundational to a modern omnichannel strategy. It transforms the point of sale from a checkout terminal into a clienteling tool.

## How can my staff see a customer's online cart using Shopify POS?

Your staff can use the Shopify POS app to find a customer's profile, view their online cart, and add those items to an in-store sale. This process requires the correct staff permissions to be enabled in the Shopify admin first. Following the specific steps ensures the feature works correctly and securely.

First, a store owner or manager must grant the necessary permissions to staff members. This is a critical step to ensure that customer data is handled appropriately.

To set up permissions:

- From your Shopify admin, navigate to **Settings > Users and permissions**.

- Click on the name of the staff member who needs access.

- In the permissions section, find the **Point of Sale** permissions group.

- Ensure the checkbox for **View customer profiles** is selected. This allows staff to look up customers and see their associated details, including their online cart.

- Click **Save** to apply the changes.

Once permissions are set, your staff can use the feature in the POS app during a sale.

To view a cart in the POS app:

- In the Shopify POS app, tap **Add customer** on the home screen.

- Search for the customer by their name or email address and select their profile.

- Once the customer's profile is added to the cart, a new section labeled **Customer's cart** will appear if they have items in their online cart.

- Tap this section to see a list of the products.

- From here, you can tap **Add to cart** for individual items or use an option to add all items at once to the current in-store transaction.

For this functionality to work, the customer must have an existing profile in your Shopify store, created during a prior purchase or account sign-up. The cart is linked to this profile, making identification the key step.

## How can seeing an online cart increase in-store sales?

This feature allows for consultative selling that feels helpful, not pushy. An associate can suggest related items, inform the customer about promotions, and create bundles based on the cart's contents. This turns a simple cart recovery into a larger, more valuable sale and a better customer experience.

This approach elevates the retail associate from a transaction processor to a knowledgeable advisor. When a staff member can say, "I see you were looking at this sweater online. We have it in your size, would you like to try it on?" the dynamic changes. The customer feels understood, and the path to purchase becomes much shorter.

This opens the door to intelligent upselling. Imagine a customer had jeans in their online cart. The associate can retrieve them and also suggest a matching shirt or a current promotion. This turns a single-item query into a multi-item sale by making relevant, personalized recommendations based on proven interest.

This process is a practical form of clienteling, where sales associates use customer data to provide a more personal and informed service. Instead of a generic "Can I help you find something?", the conversation can start with specific knowledge of the customer's tastes. This builds a stronger relationship between the shopper and the associate, making the physical store a destination for expert advice rather than just a place to transact.

Consider this example: a customer adds a $220 coat to their online cart but does not buy it. Later, in your store, an associate sees this. They can say, "I see you were considering our parka. I can also show you the $80 base layer that pairs with it. If you buy them together, you get a free pair of $30 thermal socks." The transaction value jumps from a potential $220 to $300, an increase of over 36%.

The real power here is merging e-commerce data with the personal nature of physical retail. An [omnichannel POS system](https://www.shopify.com/enterprise/blog/omnichannel-pos?utm_source=tacey&utm_medium=blog&utm_campaign=how-to-use-shopify-s-new-pos-feature-to-see-a-customer-s-online-cart) gives your team the data to understand a customer's intent and the personal skills to close the sale. This creates a memorable experience that fosters loyalty and demonstrates the value of your brick-and-mortar presence.

## How do I train my staff and measure the success of this feature?

Train staff on helpful, non-intrusive language and when to use the feature to avoid checkout delays. Use Shopify reports to track metrics like average order value (AOV) and items per transaction, comparing them to store averages to measure impact.

Training should give employees the confidence to use the tool naturally. Instead of saying "I see what you put in your cart," staff should use softer phrasing. For example, "If you have an account, I might be able to pull up items you were looking at online." Role-playing these scenarios helps build confidence and ensures a positive customer experience.

For example, you can script two scenarios. A less effective approach: "I see you have a coat in your online cart." A better approach: "While I have your profile open, I can see some items you were looking at online. Would you like me to grab that parka for you to try on?" This subtle shift in language changes the interaction from surveillance to service.

You must also manage the trade-off between consultative service and transaction speed, especially during peak hours. A deep, consultative sale can increase AOV but may create a bottleneck, frustrating other customers. Training must equip staff to use good judgment.

| Approach | Benefit | Risk |
| --- | --- | --- |
| **Consultative Depth** | Higher AOV per transaction and an improved customer experience. | Slower checkout speeds, which can create bottlenecks during peak hours. |
| **High Throughput** | Fast, efficient service that reduces wait times for all customers. | Missed upsell opportunities and a less personalized in-store experience. |

Measuring the impact is essential. You can track key metrics from your [POS reports](https://www.shopify.com/blog/pos-report?utm_source=tacey&utm_medium=blog&utm_campaign=how-to-use-shopify-s-new-pos-feature-to-see-a-customer-s-online-cart), such as AOV and items per transaction. The goal is to see if customers assisted with this feature have a higher AOV than the store average. For more advanced analysis, you can tag orders where the feature was used and create a custom report to isolate and analyze their performance over time.

## What does this feature signal about the future of retail?

This feature signals a clear shift towards unified commerce, where the lines between online and physical retail disappear for the customer. It is part of a larger trend creating a single, fluid brand experience that builds loyalty and provides a strong competitive advantage for merchants.

This integration is no longer a luxury for large enterprises but a fundamental expectation for modern retail. Customers interact with brands across multiple touchpoints and expect a fluid experience. A small boutique that can pull up an online cart provides a level of service that can compete with major retailers, turning its physical presence into a significant asset. It's about using technology to enhance the human element of retail.

This capability is part of a larger set of features breaking down silos between e-commerce and physical retail. Other examples include:

- Buy online, pick up in-store (BOPIS)

- Inventory visibility across all locations

- The ability to return an online order in a physical store

Each function serves the same purpose: to provide customer convenience by making operational channels invisible. This is the promise of unified commerce.

Retailers who embrace this model gain a significant advantage. They can use their online presence to drive high-intent traffic to their physical stores, which are higher-conversion environments. The physical store becomes an experience hub, a place for discovery and service that builds lasting brand loyalty. This human touch remains a powerful differentiator.

Looking ahead, this trend will only accelerate. The foundation for a more personalized future is being laid today with features like this one. For merchants, the message is clear: the time to operate as a single, unified business is now. Explore the different [articles on our blog](/blog) to learn more. Check out our [features](/features) to see how you can enhance your Shopify store.

## Frequently asked questions

### What is the Shopify POS online cart feature?

It is a feature within Shopify POS that allows authorized staff to view the contents of a customer's online shopping cart. This enables them to continue the sale in a physical store, turning a potentially abandoned cart into a completed purchase.

### How do I find a customer's profile in the POS?

Your staff can search for a customer's profile directly within the Shopify POS app. They can find the profile by searching for the customer's name or, more commonly, their email address, which might be collected for a receipt or loyalty program.

### What is required for this feature to work?

First, the customer must have an existing profile in your Shopify store from a previous interaction. Second, the staff member using the POS must have the necessary permissions in their staff account, which can be configured in the Shopify admin.

### How can this feature increase my average order value (AOV)?

By seeing what a customer is already interested in, your staff can provide consultative service. They can make relevant upsell or cross-sell recommendations, suggest bundles, and inform the customer about related promotions, increasing the total transaction value.

### How should my staff talk about a customer's online cart?

Staff should use helpful, non-intrusive language. Instead of a direct "I see your cart," it is better to frame it as a service, such as, "If you have an account with us, I might be able to pull up the items you were looking at online to save you some time."

### What is the risk of using this feature during busy times?

The main risk is balancing consultative service with transaction speed. Spending too much time on one customer's cart can create a bottleneck at checkout during peak hours, potentially frustrating other waiting customers and hurting overall service quality.

### What happens if an item in the online cart is out of stock in the store?

The POS app will show all items from the online cart, but if an item is not available in the store's current inventory, the associate will not be able to add it to the sale. This becomes a service opportunity. The associate can inform the customer, check inventory at other locations, or offer to ship the item to them directly, further strengthening the customer relationship.

### What is unified commerce?

Unified commerce is a retail approach where all sales channels are integrated into a single, consistent system. For the customer, this means the lines between online shopping and in-store shopping disappear, creating one convenient brand experience.