don't default to free ship option on checkout page (v10)

[actechbooks]

Hello,

We switched to Shopsite v10 a few months ago and noticed that with this new version if a customer qualifies for free shipping (over $50 order), the free shipping option is selected automatically in the shipping drop down on the first page of the shopping cart.

While this sounds like it would be convenient, it has proven costly for us and confusing for the customer for the following reasons:

1] we like to promote free shipping on our website, but would like the customer to take the extra step to select that option in the shopping cart to decrease likelihood of that choice.

2] many customers have complained that they didn't realize there were other shipping methods available and are frustrated when they realized they chose the slowest method. This happens more than you'd think!

Please put this back the way it was in version 9. It makes sense to have the default selection in the drop down box be "select your shipping method" or something to that effect and not a default shipping method.

Also please remove the message that appears at the top of the shopping cart screen that states "Free economy postal shipping is now available..."

Is there any way this will be incorporated into the next version or patch update?

Thanks,
sarah martin

[Jim]

One of the most frequently asked for features was to have the Free Shipping option selected automatically because people complained that they had qualified for free shipping but ended up paying for it.

How many people are getting complaints about having it selected automatically?

Your comment

Also please remove the message that appears at the top of the shopping cart screen that states "Free economy postal shipping is now available..."

This is not default text so is must be something that you entered on one of the config screens. Preferences > Store Text > Shopping cart or Commerce Setup > Order System > Shopping cart.

[actechbooks]

We have heard from a handful of confused customers (including one today which prompted me to finally post this topic here). As mentioned, the other issue is that our customers are using the free option more than they were before, which translates to lost dollars for us. The free option is there for customers to use, but we would like them to make a conscience decision to select that option, especially since there are faster shipping options available in the drop down menu.

the exact text at the top of the page is "Free economy postal shipping is now available - other shipping methods may be viewed in the shipping box below." i looked in the back office in the shopping cart and checkout areas and this text was not on either page. I don't believe we added the text, but if you have an idea where else it may be, please let me know because I would like to remove it.

If some of your customers want this and some do not, maybe the best solution would be to have it be an option in the back office...

Thanks again,
sarah

[Jim]

Does the text come and go or is it always there? It it is always there it may be in the template or in the "Text at top of Shopping cart screen" on the Commerce Setup > Order System > Shopping cart screen.

[actechbooks]

The text only appears at the top of the page when the cart has over $50 worth of merchandise in it (so the free shipping default method has been auto selected). A border displays around the text as well.

[Jim]

So the text is probably coming from the Commerce Setup > Shipping > Free Shipping Message: field. And should alert the shopper that there are other shipping options. Again this text is not the default value so someone changed it.

[actechbooks]

great. i found the message and edited. thanks. the message was just a secondary issue though...

The problem is that the free shipping option is selected in the drop down automatically. That's really where the confusion is stemming from and why we have customers using that free option more than they were with shopsite v9. Could there be a on/off switch for enabling this default selection? We would like the drop down to default to text like "Select shipping method"

[Jim]

Maybe it would help if you had the shipping options display as radio button options (commerce Setup > Shipping > Display Shipping Options As: Radio buttons). Then they could see all the options at once.

[actechbooks]

this will be a good work around for now. thanks:)