PLEASE change zip code requirement on shopping cart!!

[nelleandlizzy]

While I know the importance of calculating the shipping on the cart page
the way this function works is a conversion nightmare. We briefly left
Shopsite and moved to Magento where our conversion rate improved because of
a 1-step check out process that did not require a zip code on the cart but
rather when you checked out. After a year we decided to move back to
Shopsite because Magento was WAY too much coding for our small company and
the expense was overwhelming. But in making the decision to go back to
Shopsite one of the reasons we came really, really close to not going back
was the requirement of the zip code on the cart. While I have read the
articles of why you do it this way it would be a great help - huge help -
for it to be an optional feature for it to go on the cart or billing page.
The main reason is if a customer puts in their home zip on the cart and
then decides to change it to their business address with a different zip
the impact is a huge inconvenience and throws the customer into a loop of
errors that is hard to escape and is extremely frustrating because of the
loss of information.

If you put the zip code in different on the billing page it gives you an
error code to return to cart but no button to take you there so you have to
find it on the page. Then when you go back to the cart, Shopsite has
already repopulated it so you don't know why it told you you had the wrong
one. So you wonder what you are supposed to do. Then when you go back to
the billing page it has erased the credit card number and you have to start
all over again and pray you did not make another mistake. Why does it not
tell you the zip code differs when you put it in the shipping box instead
of waiting until they have gone all the way through check out?

This is HORRIBLE for conversions and we are going to try to find a work
around because it was our #1 problem with Shopsite when we left and one of
the major reasons we left. I was told that we could work around it but now
I am being told it will be harder than we thought. I understand Hank's
clothing does not require it and I am going to call them and figure out how
they by-passed this roadblock. The #1 rule in e-commerce to to make
check-out as easy as possible and this goes against that in every way,
shape and form.

The other crazy thing about this is even though Shopsite is so determined
to get a correct zip code, if you use the same zip code on the cart and
checkout page but accidentally put another state - it accepts the address
and the order goes through with no error code! That is insane...

Since I can't stand when people who complain with no solution - here are
some ways to improve it if it has to stay:
1. If the zip differs have the pop up tell the customer shipping has been
recalcuated as a result of the different zip code and offer a dropdown on
the billing page to change it and not to go back to the cart.

2. Have an error code pop-up when the customer enters the shipping address
telling them the zip has changed and the rates have been recalculated and
if they want to see the change or select a new option they can return to
the cart or continue (give them both choices). 99% of the people who
change their zip will not have any change in shipping rate because the zip
is usually the difference between a home and business which is generally in
the same area.

3. Have an option for Shopsite customers to put the shipping on the
billing page if that is what they want and it not be required on the cart
page. Even though you all agree with one philosophy of check out, if the
feature provided doesn't work smoothly and has the customers frustrated,
stores should have the option of placement of shipping selection.

I understand from Lexiconn you all are working on this feature and it would
be WONDERFUL if you all could do something before the holiday season. I
like a lot of things about Shopsite but I will have to say this feature is
a terrible nightmare for e-commerce conversion rates. It really was the #1
complaint we had from customers on our previous Shopsite store and if we
can't get a workaround soon we will probably leave next summer to another
platform that has an easier checkout process. If I had known back in June
when we decided to return back to Shopsite that it would not be possible to
work around this feature we would have gone to a different platform then.
It is that big of a deal to us and it translates into huge dollars lost.
Please fix this so Shopsite store owners have more flexibilty of where it
is placed or at least how it works.

[ShopSite David]

Thank you for the feedback and I agree that in the case where the shopper entered the wrong ship to zip code on the initial cart screen that it can be frustrating to be taken back to review your shipping options in case they have changed. We are looking at options to improve this and I'll update you when we have an answer. In the meantime let me disagree with this statement:

"Then when you go back to the cart, Shopsite has already repopulated it so you don't know why it told you you had the wrong
one."

Actually ShopSite does display a message at the top of the initial checkout screen telling you what happened. I noticed that in your site the message box blends in with the rest of the checkout so it does not stand out and may be overlooked. Perhaps if it was a bolder color it would at least let your shoppers that had this problem know what had happened.

[lneibauer]

Was there ever a resolution to this issue, we have been getting an increasing number of calls with this very issue. Is there any kind of workaround or fix or status update on this issue?

[ShopSite David]

In our next release, we have greatly improved how entering a different zip code on the billing screen (than was entered on the order screen) is handled. We plan to release this version within the next few months. We do have a beta version available so if you feel that this is a significant issue for you, I'd ask your host to explore getting you the beta.

[lneibauer]

Thank you for the update, I will contact our hosting provider....

[ultra1bob]

ShopSite David - any idea when the next version will come out with the zip code improvement?

[ShopSite David]

Probably in November. We are currently waiting on a 3rd party that we have made some changes for.

[ultra1bob]

Still waiting for the update. Will this be a major update, or current version update?
Dare I ask my service provider to install the beta version?

[ShopSite David]

It will be a major release. We do have a handful of merchants currently running the next release so you may want to consider upgrading your store to the pre-release.

[ShopSite David]

ShopSite version 14 has been released with the improved zip code handling (as well as other features):

http://help.shopsite.com/help/14.0/en-US/new-features.html

[BFChris]

Shopsite David,

Can you please clarify how the zip code handling has changed in version 14?

Also, when will the new v14 templates be listed on the Template Cookbook page?

Thanks!

[ShopSite David]

In short, the shopper should not have to return to the cart/order.cgi from the checkout/billing.cgi if the shipping zip entered on the order.cgi is changed on the billing.cgi AND the same shipping method is still available (e.g. ups ground). In older versions of ShopSite, when the shopper goes to finalize the order (proceed to thankyou.cgi) a check is made if the shipping zip code has changed. If it has changed the shopper has to go back to order.cgi where they are notified that shipping rates have been recalculated. They then proceed again to billing.cgi and then to thankyou.

In v14, when leaving billing.cgi to finalize the order, if the shipping zip code has changed, shipping is recalculated behind the scenes. If after recalculation everything is the same (e.g. shipping method and shipping price.) checkout is completed without bothering the shopper. If only the shipping price has changed, the shopper gets notified via a pop-up that the rates were recalculated, however, the shopper is still on billing.cgi and can now close the pop-up and finalize the order. They are not returned to order.cgi. Only if the shipping method no longer exists is the shopper returned to order.cgi to select another shipping method. It should be a rare case where the shopper changes a shipping zip code and a shipping method is no longer available (e.g. ups ground)

Note that in version v14 the new themes are missing a variable that is preventing the above from working so we will be addressing that. Also, if the shipping rate is unchanged the shopper is not taken back to order.cgi however, a pop-up warning is still being issued before the shopper completes the order. That pop-up should not occur so we are also looking into that.

[ShopSite David]

Regarding:

>>when will the new v14 templates be listed on the Template Cookbook page?

They are now up at:

http://www.shopsite.com/templates/cookbook/builtintemplates.shtml