shelfdust
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posted on April 7, 2002 02:31:07 PM new
Just passing this along FYI:
> I thought you had a very good checkout
> process until I got to the end and was
> unable to send it. It kept telling
> me "error" and saying I had to enter
> billing address, which I did over & over.
In recent weeks two or three others had one kind of difficulty or another. I chalk it up to user ditzyness because many others never have a problem. And about half don't even bother with AW's checkout anyway.
....Mike
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BrianAW
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posted on April 7, 2002 02:45:36 PM new
Hi shelfdust,
Thanks for the feedback. What is most likely happening is that your customers aren't completing and have do enter in information "over and over", while not filling in the information that is missing.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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shelfdust
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posted on April 28, 2002 09:15:40 PM new
As before, just passing this along:
> Hello. I tried to use your checkout,
> but repeatedly received an error
> message telling me that name, address
> email,city.country,zip codes are
> required. All fields were filled out
> completely. Can I simply pay
> through Paypal to your email address?
I tend to agree that buyers may be goofing up somehow, but this feedback is one of the worst. It says something about the useablity of the checkout user interface.
And maybe it has something to do with a few of my buyers needing reminders... possibly becoming NPB.
....Mike
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mbryzip
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posted on April 29, 2002 04:56:52 AM new
I do not use the checkout feature in my sales but have tried to use it on auctions as a buyer. I have had this happen everytime I have tried to use it. I have gone back and filled out ALL FIELDS as many as 6 times with no luck. This is something that is not always related to user error.
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BrianAW
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posted on April 29, 2002 08:18:34 AM new
Hi mbryzip,
After you fill in the information in the top section, you can check the box to pre-fill the shipping information in the bottom column. That page needs both the billing and the shipping information. I will pass this feedback along, perhaps we can make this requirement more clear.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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jdani2000
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posted on April 29, 2002 09:43:25 AM new
Personally I see no need to have billing address.
I only want a shipping address.
Is there anyway auctionwatch could make this a preference type setting.
Maybe there are some users out there that have a charge account set up.
I have never heard of people sending auction items out and then sending a bill to the billing address.
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BrianAW
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posted on April 29, 2002 09:47:55 AM new
Hi jdani2000,
For some merchants, if the shipping address doesn't match the billing address the payment will not go through. We ask that the customers also include their billing address if it is different than the address the item is being shipped to. If it is the same, simply check the box that states they are the same.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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jdani2000
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posted on April 29, 2002 10:06:29 AM new
All I am saying is if even 30% of the people are having problems with this section of the checkout form something shoud be changed. That is 30 people out of 100 not happy and really getting mad. Probably 50% of those 30 will not buy from us again because it is too much of a hastle.
I really do not want to lose 15 customers out of 100
I put up this at 30% to be generous but probably 50% of my customers get mad at the checkout and I still have to email the information to them.
I have not said anything in anger I am just making a suggestion that some tweaking needs to be done with the checkout process.
One last thing and I will quit bothering you. I personally would like my address on the first page so if they don't like the checkout system they would still have the totals and my address and could send payment anyway.
Auctionwatch is only sending the checkout form to my customers anyway no one else would be getting my address.
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BrianAW
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posted on April 29, 2002 10:14:41 AM new
Hi jdani2000,
We appreciate the input. As I said earlier, I will pass the suggestion along to see if we can do some tweeking. We are always looking for ways to make the checkout easier for customers.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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mbryzip
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posted on April 29, 2002 01:19:04 PM new
Brian
In my experiences with this problem the little box was checked ,I made sure all fields on both shipping and billing was filled out. I even filled out all boxes not checking the box you are refering to in hopes it would take. I realy do not care to use this feature in sales I prefer to send my own wbn but it does have problems. It needs fixed not "tweeked to make it easier".
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abqsales-07
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posted on April 30, 2002 12:23:30 PM new
>>>"We ask that the customers also include their billing address if it is different than the address the item is being shipped to. If it is the same, simply check the box that states they are the same."
Since this is a factor in a miniscule number of sales, why is the billing address first? Why not have the shipping address form first, and a box below that says "Enter billing address if different from shipping address"? Make them independent -- right now you have to fill out both forms.
Personally, I think the billing address section is unnecessary, and we have a credit card merchant account. I'd rather see it as a preference thing for users.
Because of the high percentage of negative feedback I was getting about the complicated checkout, and the dual address thing, I've redone my WBNs and used the variables to include all the information the buyer needs, making the checkout optional for them. Then I fill out the checkout myself when they've emailed me their information. Better I should have a little extra work than a lot of angry customers.
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