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Customer Confusion / Frustration Regarding Billing / Shippin

https://forum.shopsite.com/viewtopic.php?f=10&t=3903

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Customer Confusion / Frustration Regarding Billing / Shippin

PostPosted: Fri Nov 02, 2001 7:27 am
by Larry Bohen
Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Fri Nov 02, 2001 12:57 pm
by Switch Hits
Same trouble here and I've tried it a few ways with different verbiage. I'm
not sure what the default is but my copy is bold <b> in the Preferences,
Store Text, Shopping Cart. I still have trouble.

They also nuts up the credit card where you choose the credit card on the
first screen and then fill out the credit card number on the next one. If
they don't match up, that seems to cause an error message.

I'm just hoping the new release has this all layed (or laid) out in a more
logical order.

Jimmy Hilburger
www.switchhits.com

"Larry Bohen" <lbohen@audiobooksonline.com> wrote in message
news:3BE29F3B.1030504@audiobooksonline.com...
Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Fri Nov 02, 2001 1:09 pm
by James P. Hastey
Larry,

This was, and still is, a sore spot with us, too. I thought we were the
only ones with customers experiencing Billing & Shipping Address
bewilderment. ShopSite's Shopping Basket page layout is fairly rigid and
there is little you can do to customize it.

Our solution was to place extensive instructions on the Shopping Basket
screen. You can view the unsightly mess by going to
http://www.dadscookies.com/onlineorder.html and clicking the "Checkout"
link in the product list section. Inelegant, but it was the best we could
manage within the page layout constrictions. We use SC Manager 4.3.

If there's a better way, I'm all ears.

Jim Hastey
Webmaster - Dad's Cookie Company
http://www.dadscookies.com


Larry Bohen wrote:

Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Fri Nov 02, 2001 5:35 pm
by Larry Bohen
Thanks for your feedback. I am convinced it is not a matter of being
restricted to ShopSite's layout. I think it is just that customers
DO NOT read the instructions we have regarding Billing - Shipping
addresses. I notice amazon.com and B&N.com (Barnes & Noble) have
customers register before they place an order. Perhaps that slows the
customer down a little and motivates them to read the instructions.

I really don't know what the solution is, but know that this an area
of the online ordering process I would like to make less mistake prone
for our customers.

James P. Hastey wrote:

Larry,

This was, and still is, a sore spot with us, too. I thought we were the
only ones with customers experiencing Billing & Shipping Address
bewilderment. ShopSite's Shopping Basket page layout is fairly rigid and
there is little you can do to customize it.

Our solution was to place extensive instructions on the Shopping Basket
screen. You can view the unsightly mess by going to
http://www.dadscookies.com/onlineorder.html and clicking the "Checkout"
link in the product list section. Inelegant, but it was the best we could
manage within the page layout constrictions. We use SC Manager 4.3.

If there's a better way, I'm all ears.

Jim Hastey
Webmaster - Dad's Cookie Company
http://www.dadscookies.com


Larry Bohen wrote:


Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Sat Nov 03, 2001 10:16 am
by Norman
We have tried both methods. I can't say that either has worked
substantially better than the other. This year we are trying a new
strategy. We have added Shopping Assistants at strategic places in the
shopping cart. A customer will hopefully click on one if he/she has a need
for more information. Clicking causes a small window to appear that
contains detailed instructions on what to do for fields in the windows area
as well as other information that the customer needs to know. I don't know
if this stategy will work any better.

Norman
1 Ocean Boulevard
Beautiful, Quality Swimwear
http://www.web8.com/ocean


Larry Bohen wrote:

Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Mon Nov 05, 2001 9:59 pm
by Jacqueline Berger
We get quite a few people who place their orders and then call us because
they didn't see a ship to box on the second page. They missed the check box
on the first. I hope that in the new version their will be a verify order
page before the order goes through

--
Jacqueline Berger
Customer Service
www.themaninthemoon.com
Rated#1 Gift Shop On The Net by Bizrate.com
Our Service is Out of this World
www.leathertree.com <<OUR OTHER WEBSITE...Designer leather bags, briefcases,
duffels, backpacks etc
"Larry Bohen" <lbohen@audiobooksonline.com> wrote in message
news:3BE29F3B.1030504@audiobooksonline.com...
Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Wed Nov 07, 2001 5:30 pm
by Lonny Morris
We had this happen on a number of occasions with our previous host,
Comcation, and they could never determine what caused the problem. I
believe it had something to do with their secure server, but they always
denied responsibility. Since we have switched to our new host, Lexiconn, it
has not happened since.

Also, when we download the orders from the database in the BackOffice we
always check the numerical sequence, which is a good method to double check
for missing orders. Also, even when the order would not show up in the back
office we always received the auto confirmation e-mail, which allowed us to
contact our customer and acquire the CC information manually. Just make
sure not to delete those e-mails until you check the numerical sequence.
--
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Lonny Morris
VP Rex Art
http://www.rexart.com email: service@rexart.com
The world's best online art supply store.
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Larry Bohen <lbohen@audiobooksonline.com> wrote in message
news:3BE29F3B.1030504@audiobooksonline.com...
Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Wed Nov 07, 2001 5:41 pm
by Lonny Morris
Hi Larry,

We have had a number of complaints with the exact issue you raised, and it
really annoys customers. Even though we all know it is because people do
not read.

In our experience the lesser of the two evils is to have the default as
already checked. We had a lot more customer complaining that we did not
offer an alternate shipping address when it was automatically unchecked vs.
the aggravation of having to fill in the same information twice, which
people do complain about regularly! If at least their was a button that
auto filled the information if it was the same as the billing it would make
life a lot easier because most people don't realize it can be left blank.

Regardless, Shopsite needs to offer the option for customers to store their
personal information, or register with the store for initial and repeat
business.


--
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Lonny Morris
VP Rex Art
http://www.rexart.com email: service@rexart.com
The world's best online art supply store.
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Larry Bohen <lbohen@audiobooksonline.com> wrote in message
news:3BE29F3B.1030504@audiobooksonline.com...
Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses. We have tried both
ShopSite SC Pro 5.1 alternatives (requiring both to be filled out unless
the customer removes the check mark; requiring the customer to fill in a
check mark to get a Shipping address section;).

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

Thanks

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Mon Nov 12, 2001 5:10 pm
by Fred Holliss
In article <3BE29F3B.1030504@audiobooksonline.com>, Larry Bohen
<lbohen@audiobooksonline.com> wrote:

Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses.

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

We just yell at them on the appropriate page. By that I mean I put text in
BIG RED LETTERS right underneath the "Checkout" button that says

Before proceeding to Checkout
Don't forget to select "Use separate shipping address"
above if you have a separate shipping address.

That seems to have pretty much solved the problem -- or at least I don't
get complaints from the CSR department about it any more.

It used to be in polite, normal sized black text. Nobody read it (pun intended).

--
Fred Holliss, webmaster, Fitter International Inc.
"Balance and Fitness for Life"
Toll Free: 1-800-FITTER-1 | Int'l: +1-403-243-6830
http://www.fitter1.com | mailto:webmaster@fitter1.com

Re: Customer Confusion / Frustration Regarding Billing / Shi

PostPosted: Tue Nov 13, 2001 6:15 pm
by loren_d_c
If you have ShopSite Pro you can set the 'Use separate shipping address' box to be
checked by default. The setting is in Commerce Setup -> Order System.

-Loren


Fred Holliss wrote:

In article <3BE29F3B.1030504@audiobooksonline.com>, Larry Bohen
lbohen@audiobooksonline.com> wrote:

Customers continually get confused and some frustrated regarding the
requirements for Billing and Shipping addresses.

I would appreciate feedback on how others implement the ShopSite choices
regarding whether to have customers fill in a check mark if they have a
separate Shipping address OR remove the check mark if their
Billing/Shipping addresses are the same.

We just yell at them on the appropriate page. By that I mean I put text in
BIG RED LETTERS right underneath the "Checkout" button that says

Before proceeding to Checkout
Don't forget to select "Use separate shipping address"
above if you have a separate shipping address.

That seems to have pretty much solved the problem -- or at least I don't
get complaints from the CSR department about it any more.

It used to be in polite, normal sized black text. Nobody read it (pun intended).

--
Fred Holliss, webmaster, Fitter International Inc.
"Balance and Fitness for Life"
Toll Free: 1-800-FITTER-1 | Int'l: +1-403-243-6830
http://www.fitter1.com | mailto:webmaster@fitter1.com
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