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osCommerce

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Handling declined orders


TerryK

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Posted

I'm curious to know how others handle declined orders in their stores.

 

First, I should note that I handle card transactions manually, so customers don't know right away whether their charges go through or not.

 

In the case of a decline, I send an Email to my customers advising them that the transaction was declined, and provide reasons why it may have been (invalid card number or expiration date, etc.). I also include the expiration date that was entered and ask them to check it against their card just as an added measure.

 

If I don't hear back from them once I've sent that Email, I usually let it go and put the order into my 'cancelled orders' bin as agressive sales just aren't my style. I'm curious to know whether others go further than that. If so, in what ways, and what is your conversion rate on follow-ups?

 

Looking forward to hearing your comments.

 

Terry

Terry Kluytmans

 

Contribs Installed: Purchase Without Account (PWA); Big Images, Product Availability, Description in Product Listing, Graphical Infobox, Header Tags Controller, Login Box, Option Type Feature, plus many layout changes & other mods of my own, like:

 

Add order total to checkout_shipment

Add order total to checkout_payment

Add radio buttons at checkout_shipping (for backorder options, etc.)

Duplicate Table Rate Shipping Module

Better Product Review Flow

 

* If at first you don't succeed, find out if there's a prize for the loser. *

Posted

We handle our trasactions the same way but our number #1 problem is people changing the ship to address and it not being on record with the credit card company thus needing us to e-mail the customer.

 

Also I use the Recover Carts contribution and after 30 days have it send out a reminder to the customer that they have a cart with items in it.

Posted

In my case, I don't have a problem with shipping to another address as long as I can confirm the billing address. (Many of my customers are buying product to be sent as birthday presents, etc. to other addresses.)

 

What kind of reaction do you get from customers to your Email about them having items in their cart? Are these registered customers, or do you use the Purchase Without Account option?

 

For me, as a registered customer, I probably wouldn't mind that Email reminder, but if I'd added something to my cart via a 'guest' account (implying supposed anonymity) without finalizing the purchase, I'm not sure I'd be comfortable with getting an Email telling me I had items in my cart!

 

Terry

Terry Kluytmans

 

Contribs Installed: Purchase Without Account (PWA); Big Images, Product Availability, Description in Product Listing, Graphical Infobox, Header Tags Controller, Login Box, Option Type Feature, plus many layout changes & other mods of my own, like:

 

Add order total to checkout_shipment

Add order total to checkout_payment

Add radio buttons at checkout_shipping (for backorder options, etc.)

Duplicate Table Rate Shipping Module

Better Product Review Flow

 

* If at first you don't succeed, find out if there's a prize for the loser. *

Posted

We do not allow purchasing without creating an account. So far the recover cart has had nothing but posative responses. Our customers seem to like the personalized touch and that we are proactive in their needs.

 

I am thinking of adding the PayPal module as another option. Not that we needed or want it but if 1 customer uses it and or feels more comfortable using it then that is fine with me for adding it.

 

We have done alot of custom work on our site from simple contributions to custom one off solutions in getting around MAP issues.

 

So far I am extemely happy with OSC as this is my first attempt at building an ecommerce site.

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