checkout confusions,neutral feedback because of it

creativepride · Posts: 41

I am not sure what is going on but I continually have people confused and frustrated using the check out system. For one, hiding the Paypal option 4 windows later confuses people but even Google Checkout orders have issues. I received a neutral feedback because the person got "locked out" of the checkout system. They eventually called me and I got the order through but that stinks I have a neutral over something I have no control over. Sometimes I have multiple orders run through Google checkout for the same order, and customers say it doesn't look like it goes through on their end. Any solutions or suggestions? I have to agree the checkout system is not a very smooth process but when it affects my feedback, I too,get frustrated.

acread · moderator Posts: 11986

The one that got "locked out", was he trying to buy from a cached (bookmarked) page? Because eCrater does not allow that. Since sellers could have hidden the product since the page was bookmarked (or cached).

As far as hiding payment methods. They are not hidden. It's just Google Checkout demands a prominent position if they are to be offered in a website, so eCrater puts a button on the cart page. Otherwise GC would not let us use it on our stores.

As to your buyers buying the same item more than once, for eCrater's Inventory Control to go into action it waits for Google Checkout to send back info from the API. GC only sends info after the credit card charge is authorized (which usually takes 15 minutes). So during that time the item stays unhidden. If you see it and don't want to sell the item twice you can hide it manually as soon as you see the order info in GC.

That is of course you already enabled your Inventory Control.

And Inventory Control does not work with money order, check or COD payment. (I would not recommend anyone using COD as payment method)

creativepride · Posts: 41

I understand the issue with Paypal, but it is confusing and there are still many buyers that prefer it. As for Google Checkout I am not sure what the problem exactly is but it has happened more than once, probably once a week I get multiple orders for the same item(s). Not ALL will actually finish the transaction and they will not show up as being processed with Google Checkout with processing of credit cards, just as separate orders in my email. I do not know how to help my customers. The woman with the neutral feedback over the telephone said she could not finish the check out system, she only wanted to purchase one item so it was not like she was having trouble with the cart. She just kept saying she could not get past a screen and got "locked out". If this was an isolated case, I'd say the trouble was on her end but as previously mentioned this happens on a regular basis. Any thoughts on helping my customers would be very welcomed. I work hard, to get a neutral over a check out system is discouraging. I hate to move my site but this has been a constant problem.

creativepride · Posts: 41

Also I get multiple orders if they are paying with Paypal too. I have to email these customers and let them know they will only be charged once. Then I have to match up which order # I received payment for and delete the other "phantom" orders. It just is kind messy and as mentioned wish I could solve the problem myself.

acread · moderator Posts: 11986

creativepride · Posts: 41

The inventory control is enabled but that is not an issue. Orders are being placed before ..A.being paid by Paypal or even being brought to the Paypal website and/or B. being finished to the point of a credit card being authorized so it is never to the point that inventory control would be needed. The person "locked" out could have used a bookmarked page, although she mentioned her daughter sent her the link to the site.

Most of the issues seem to be with Paypal orders but not all. Those with Google check out issues often never even get an order placed, if they are so motivated they email or call me. My response is now is thanks for not giving up, sorry you had issues with the check out process.

Again, I hate to move but I have no idea how many people DO give up, and in this economy I cant afford to lose 1 customer.

acread · moderator Posts: 11986

poopsheet · Posts: 4865

creativepride · Posts: 41

two orders,same item, one with paypal and must have had trouble completing process, the second with Google check out- Ugh

SUPERPLUSHNSTUFF · Posts: 1542

I too only use paypal. I think the more options offered the more confusing for the customer. And, I don't like google's heavy handed "I have to be the only payment showing" cwap. More confusion.