posted on December 28, 2005 07:36:41 AM new
Some buyers are not completing check out through Vendio stores, because they are confused and think the check out is complete. When paying with pay pal, the check out tells them it is complete, and emails are sent in this same regard, saying that check out is complete, but no funds have been sent from pay pal.
Would you like to see one of the post check out emails that was sent back to us from a buyer trying to explain that they had already paid for an item through pay pal. We can clearly see in pay pal that no transaction took place but the post check out email from vendio would lead you to believe that check out was complete.
We try to explain that they need to check their own paypal account to see if it shows the transaction or not, and we never hear back from them. It must be to much of a hassle to complete the transaction so they seem to forget about it. Vendio will see a couple of these transactions again for a FVF credit.
Since there is more traffic and sales in these stores, how can we smooth the check out over to make it easier for the buyer?
posted on December 28, 2005 09:45:10 AM new
Hello,
Yes, we would be happy to see one of the emails. You can email it to us if you do not want to post it here (using the Email link under Help). The checkout is designed to collect the buyer's information and method of payment -- at the end of the checkout, the buyer needs to actually complete the payment to you. If it is paypal they are choosing, a Pay Now link should appear on the confirmation page.
posted on December 29, 2005 08:32:24 AM new
Yes i will have to send this through the email in the help section. I do not think the buyer would appreciate their info dumped on a board.
posted on December 30, 2005 11:51:58 AM new
It is clear that you did not read what was in the email i sent. I do not have a problem with directing customers to vendio check out. Vendio has a problem with their check out. It is confusing to the customer and makes them think that they have finished their check out, when they in-fact have not.
I would have expected that thick headed response from eBay, but you guys surprised me.
posted on December 30, 2005 01:00:32 PM new
Hello,
Have you already had that chance to go through the checkout process for one of your own storerfont items, to see just how 'confusing' the checkout process is, in terms of how to submit payment when you confirm the payment option selected?
This first image is a screenshot of the page your buyers see once they select their payment method and are about to confirm the purchase:
This next screenshot is the next page that comes up as soon as you click that 'confirm' button on the previous image:
If you have any suggestions on how to make this process any clearer, we are always open to suggestions.
posted on January 3, 2006 09:22:54 AM new
The only ones that seem to have a problem with the check out are new, and are trying to use Pay Pal.
When they set up for PayPal and hit the confirm order button they think they are finished. They do not realize that there is another page to complete. They do not know that they need to enter their PayPal log in info to complete the transaction.
They also seem to have a hard time getting back to finish the check out, once they have left the check out pages.
Remember the emails i sent to you with the conversation i had with one buyer on this. Well i took your advise and sent a money request through PayPal. You know what they did? They went to eBay and purchased another one and completed the check out with no problem. Now I'm stuck with the fees from the one ordered from Vendio and wondering if it will be accepted when i turn it in for a FVF from Vendio.
I also have another one with the same problem from this past friday.
The check out is not confusing to me but i know i need to look for another page for PayPal login info to complete the transaction.
I think the lay out of the check out pages should be looked at to make it simple for newbees to under stand. When they are new to Vendio check out and new to paypal, these check out pages would be intimidating and confusing. You need to explain to them why their paypal log in info is required on what they still think is a Vendio check out page. They need to feel safe an secure all the way through the check out. And things should be explained so they understand why so much information is needed to check out.
And once the check out is completed how can the buyer see what they just purchased and what is going on with it? If they purchased today and wanted to pay tomorrow, how can they get back to the transaction to complete the check out? Or what if they said they wanted to pay with a money order and now they want to pay with paypal, how can they get back to the check out to finish.
You need to smooth over the check out and hold the newbees hands all the way through the check out. Over simplify things. You guys are slowly allowing us to reach new markets, and now you are going to have to look at what the buyers needs are in the check out.
posted on January 7, 2006 07:11:53 AM new
How about putting a payment reminder in the post sale management tools for us, on those who could not figure out the Vendio check out using PayPal. And Or offer us a means to send another invoice to those newbies who have trouble with the check out.
This will be a continuing problem, and should be addressed as you guys, supposedly make changes to the Vendio stores, to make our products easier to find.
Are changes for these stores in the works, or another subscription store plan?
posted on January 17, 2006 04:03:54 PM new
This thread is akin to my comment in another earlier thread elsewhere that customers shouldn't be able to get through the Vendio checkout without paying, and I commented on the Vendio checkout screens for this being better than before but not quite there yet. The customer service response to that was not very rewarding, and the subsequent poster who explained how it all works when it works perfectly illustrated exactly how it is possible to get through the checkout without paying --he/she illustrated in detail how many of their customers do exactly that. Apparently the customers then either go to Paypal later or come back and do Paypal through Vendio later (how nice for them that they do that). But newbies to the Vendio checkout cannot be expected to figure that out, and it's worse if they can do it all and think they have paid when they haven't.
Vendio is one of the few ecommerce portals where a person can complete a checkout intending an online payment and get an order confirmation (complete with order confirmation number on it) without actually having paid. That's confusing. It's not confusing if they are sending a money order, but it is confusing if they are trying to pay online. In regular ecommerce, the person can still exit out of the screens of course, but it terminates both the checkout and the purchase and customers know that when they do it. Vendio has the opposite shopping cart problem: customers think they are done and they aren't.
The problem, of course, is how to set up a checkout where some of the payments like money order require the user to only indicate payment, while other kinds of payment must be completed at the moment or they might not or probably won't happen. An online purchase from Sears will not give an order confirmation number if the customer hasn't completed payment. In addition, Vendio does not have a good version of seamless visual interfacing for their cart. That's what makes it confusing. When buyers are sent to Paypal from the eBay checkout it is perceived as all one site because they know eBay owns Paypal and customers willingly participate. But Paypal is an unrelated site relative to Vendio. They are in a Vendio checkout expecting to pay at Vendio.
That being said---
As a workaround, perhaps "Continue" is not a good label for that button on the Paypal log-in screen because if the customer thinks they are done there is no reason to click it to continue. "PAY NOW" might be a better button label there.
As another possible alternative or in addition, the coders could insert an error exception handling function tied to the "Continue" button and the exit screen buttons on that second Complete Your Payment Paypal log-in screen. If as the error event the person tries to click on either the "continue"/PAY NOW button or tries to exit the screen with either of the Paypal login boxes blank there could be an error popup message box that says something to the effect:
CAUTION! YOUR PAYPAL PAYMENT HAS NOT BEEN FINALIZED!
We appreciate your intent to pay with Paypal, but Paypal requires you to indicate that at their site also. This log-in screen linking directly to them is provided for your convenience. To complete your intended payment, please use this screen to log into your Paypal account where you will find all the information pre-filled out awaiting your authorization for Paypal to complete their part in your payment for this transaction.
IF YOU EXIT THE CHECKOUT NOW WITHOUT DOING THIS, YOUR PAYPAL PAYMENT WILL REMAIN UNPAID!
posted on January 20, 2006 03:13:24 PM new
This happened to me today. Guy wanted to know when I would be sending his item. He thought he had paid. I will be glad to forward the guys email. And since it was a store item, not ebay, there is no way I can send him an invoice, etc. Very frustrating.
It was item:844150898
This guy is arguing that he paid by Paypal and my system confirmed it. I told him to check with paypal and now he wants an invoice. Well, you can't send an invoice on a store item. I sent him a Paypal request for money but who knows if he will complete the sale now, 2 days later.
Beth
www.vintageads4u.com
posted on January 23, 2006 08:09:15 AM new
I had one that purchased an item, from the Vendio store, left the check out page, could not get back, could not complete check out. They went to eBay purchased the item again and completed the check out with no problem.
Now I'm stuck with Vendio FVF and waiting to see if i will get a credit, because of there pore check out system.
You want to have some real fun, try going through there refund process.
posted on February 4, 2006 08:21:31 AM new
I think the main problem for the Vendio Stores Checkout is lack of payment option. Most of us use PayPal as a sole payment option because we cannot afford Verisign. If we another credit card processing option, PayPal Web Payment Pro as prefer, buyers will not need to go into a PayPal page to sign up and eventually unable to complete the transaction if seller set to "only accept buyer must have confirmed address", because how can a new PayPal user has it.
Any incompleted (unpaid) order should go into a pending area instead of Post Sale and should be purged in a period of time.
[ edited by inaisle on Feb 4, 2006 08:24 AM ]
