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Orders not confirmed


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Hi there,

 

I am just wondering what some of you guys do when a customer does not confirm his/her order.

 

Today i had to new customers on my site who went to the whole checkout process but did not confirm the order. I think they forgot to confirm it since they knew everything about their order before the confirm-page. I usually would email them and let them know that they did not confirm their order but since most people want their order fast, it might be better to call them.

 

What do you do in such a situation?

 

Thanks

HIM - Dark Light - Out on 26/09/05
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Sounds to me like they changed their mind about the purchase for some reason...

 

If i changed my mind and you called id likely be annoyed - feel pestered or pressured.

 

But thats just me. I'm a grumpy old fart who thinks that buying online is a way to avoid all that stuff.

 

Oh - one other thing - you have no SSL (or it isnt installed right) which stopped me cold at the create account page. No lock = no info, no sale, no nadda from this boy.

 

HTH

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Sounds to me like they changed their mind about the purchase for some reason...

 

If i changed my mind and you called id likely be annoyed - feel pestered or pressured.

 

But thats just me. I'm a grumpy old fart who thinks that buying online is a way to avoid all that stuff.

 

Oh - one other thing - you have no SSL (or it isnt installed right) which stopped me cold at the create account page. No lock = no info, no sale, no nadda from this boy.

 

HTH

 

It doesn't make sense to change the mind after typing in the payment data and already knowing the shipping cost etc. to me. My guess is that they just forgot to confirm the order.

 

I do have ssl but you're right, if i click on create a profile, the site doesn't change to https. But if i click on Login and then on create account, it changes to https. Do you know how to change that by any chance?

 

thanks a lot

HIM - Dark Light - Out on 26/09/05
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Try using the Recover Carts contrib. You can see the abandoned carts, and ask the customer directly about their shopping experience, why they didn't check out, etc.

 

Nothing quite like getting info directly from the source.

 

-jared

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Try using the Recover Carts contrib.  You can see the abandoned carts, and ask the customer directly about their shopping experience, why they didn't check out, etc.

 

Nothing quite like getting info directly from the source.

 

-jared

 

That sounds nice, thank you.

HIM - Dark Light - Out on 26/09/05
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Rename the words "confirm order" to something else. "confirm order" makes no practical sense. I've heard so many stories about people getting to that page, and then thinking the order was finished, didn't bother hitting the button to submit it... and then email or call later wondering about their order.

 

The OSC checkout was not designed with users in mind.

 

But you can do some things to help alleviate the problem, from simple to not so simple:

 

- change the wording on the final page from "confirm order" to something else, like "submit order", etc... (simple, but may not be enough)

- change the final page a bit to not look so much like a receipt, or at least add something that makes it crystal clear that the order has not been submitted yet (fairly simple, but the checkout is still unfriendly somewhat)

- re-do the checkout process so that the payment input is on the final step. This is fairly common among eCommerce shops to have payment be the final step, and is guaranteed to not leave your customers exiting the checkout early by mistake. (not so simple, but oh so effective)

The only thing necessary for evil to flourish is for good men to do nothing

- Edmund Burke

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  • 2 weeks later...
  • 2 weeks later...
Sounds to me like they changed their mind about the purchase for some reason...

 

If i changed my mind and you called id likely be annoyed - feel pestered or pressured.

 

HTH

 

I agree...have many customers with items in their shopping cart and went through the checkout process without completing it.

 

Window Shoppers? :(

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It doesn't matter what you do you will always loose customers at each step, it's called the "funnel effect". Of course you can setup your checkout process to increase your conversion rate and decrease the drop offs but in reality you will always get some.

 

I actually capture data and produce monthly stats (manuallt at the moment but will create a report for it) that shows me the "funnel" and how many drop off at each step etc... it's quite useful actually.

 

I might gather some stats and show you guys.

Dan

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