posted on August 11, 2002 09:50:02 PM new
Is there anyone else out there whose buyers are having a hard time figuring out the WBN? I can't see where it is confusing, but I have had several buyers lately that either won't use it or complain terribly. Most of them just refuse to use it. I think I have only had a couple buyers use it in the last week.
posted on August 12, 2002 11:32:41 AM new
This is a constant source of posts on the Sales Manager and Image Hosting board. There are many reasons people won't click the link and fill out the WBN response. Some people just don't like dealing through a "third-party" service; some are worried about privacy and security or fear they'll get spam; many find the form confusing because of such issues as it asking for your address twice, being spread over four pages, not realizing you have to click "confirm order" to get to the final page with the payment info, etc. Many who use a payment service like PayPal or Billpoint don't like the fact that once you've gone through it all, you still have to go to the service and enter the same information all over again.
Many of us have been after AW to simply the process and get the form down to one page. For instance, the fact that the form asks for your BILLING address FIRST, then asks for SHIPPING address next (with a hard to notice box to check if it is the same), is confusing and is the opposite of the way it should be. Billing address is needed only for those paying directly by credit card, which is the smallest precentage of payers on online auctions, well behind payment services, money orders and checks. The form should ask for SHIPPING address first, ASSUME the billing address is the same and tell the customer to fill out the billing address section only IF they are paying directly by credit card and IF it is different from the shipping address. That simple change would eliminate a lot of confusion.
I've had a number of people ask me why I need their billing address when they're sending me a money order -- and the truth is, I can't give them a good answer.
That's one of the reasons I bypass the WBN response now. I have constructed my WBNs so that they contain all the information the customer needs and they email their information directly to me. Then I fill out the response and they never have to see the form.
It's more work for me, but I'd rather have the extra work than having AW tick off my customers with a complicated form that gets them nowhere in the end.
One thing that might force buyers to use the WBN response system is if you use the Calculated Priority Mail option. Then you can tell them they have to click on the link to get accurate calculated shipping charges.
posted on August 12, 2002 11:44:27 AM new
Thanks so much for your response. My sentiments exactly. This past week I have had about 6 buyers who are just not wanting to comply with "that confusing form." I have now bypassed the form for my next group and hopefully this will make things more smoother. They don't seem to mind the PayPal or eBay notice, though. Thanks for your input. It has been very valuable to me.
PatR
posted on August 13, 2002 02:08:38 PM new
Thanks for your comments, abqsales... in fact, we're working on trying to streamline the checkout/WBN process, but it's difficult to offer all the functioanlity people want, and still make it very simple.
Your comment about billing vs. shipping address is definitely something we're investigating, and our goal is definitely to make the system completely painless. AuctionWatch's services are supposed to save you time and money, not cause confusion for your buyers. I believe a vast majority of the time, this is in fact the case (and buyers who like the WBN or don't have a problem with it, never complain, so...). That being said, we are committed to improving the checkout process. As we build up the new internal priority list, I can assure you items related to streamlining the process will be included.
In the meantime, you might also try including some explanatory text in the WBN email message if you do use it, to allay fears, such as "AuctionWatch provides me with a simple checkout system to complete the order; any information you enter will remain private between you and myself. Please click below to check out now." (Well, you get the idea
Thanks for your understanding, and we are listening!
[ edited by bside on Aug 13, 2002 02:10 PM ]
posted on August 25, 2002 03:34:13 AM new
I would say about 75% of my buyers don't fill out the WBN form, I end up doing it myself.
I've also had buyers email me complaining (some not so nicely) about the "4 PAGE REPORT" they have to fill out... only to be taken to their payment service to fill it out ALL OVER AGAIN. One customer compared AW's checkout to a Dilbert cartoon stating "Our product doesn't work, maybe we can force people into using it anyway."
Streamlining the checkout process is definitely something AW should be WORKING on as we speak. Not everyone comes into the boards... this is my first time and I've been here almost a year... just because you're not getting an overwhelming number of posts regarding the functionality (or lack thereof) of AW's checkout doesn't mean that sellers aren't getting an overwhelming number of complaints from their buyers about it.
posted on August 26, 2002 08:43:35 AM new
I believe the biggest single improvement would be to make the 1st form the shipto form, not the billto. You could leave everything about the same, just switch them. The second part (to become the billto) should default "not applicable". It is strange that within ebay where virtually everything is prepaid, the buyers get that "billto" form and are required to fill it out. Haven't done any programming for a looooooong time, but it sounds easy to me. (on a side note, I see that this board's feedback and requests have changed from the "FIX IT NOW" mode to wanting these nice improvements. That's progress, AW.) Dave
[ edited by rgrem on Aug 26, 2002 08:46 AM ]
posted on August 27, 2002 08:40:08 AM new
I have another suggestion. Instead of the form saying "confirm order" - how about putting "Pay for order." "Click to pay" should be in 'RED' 'BOLD' letters. These people cannot see!!!!! I had one customer got all the way to the end, then turned around and asked me to send her an invoice for the amount due. She didn't know you had to "click here to pay" - probably didn't even see it. She had her invoice right in front of her. I think maybe the WBN is too wordy! Make it plain and simple. I love it myself - makes everything so complete and easy to see everything. I must be one of the abnormal! I don't even send it out anymore. I fill it in myself and then use the packing list, shipping notice, and feedback. The feedback feature I love. Just wanted to put my two cents in. Thanks for listening.
