Cart abandoned

[leehack]

After you have placed an order, cookie stores what shipping you chose and chooses that for you next time to try and be helpful.

[Mike Hughes]

This seems a little odd to me. If i go to the site and add something to my basket and then click checkout it does not show the shipping charge as pointed out but if i do the same on my site it does and the standard UK shipping charge then changes accordingly on the next page if the customer has selected a different shipping destination.

Adrian, Actinic is probably remembering your location from the last time you chose a destination which is why your own site shows the shipping charge in the cart. Most customers will be new or have expired cookies so actinic won't show any shipping charges until they choose a shipping destination.

Mike

[Ginnys Attic]

good call guys and 100% right that the Cookie is doing that. I think i'll change that page to list the shipping charges as i didn't realise it didn't show any.

[Paul Bulpit]

the moment I see a site that doesn't tell me what its going to cost to deliver the stuff, I walk away. Why should I go through hoops just to see what the charges are?

Hear, hear! I've been shopping (& searching) online this week for my Easter project - revamp the bathroom. High value items in a competitive marketplace, I have the idea, can I find the product to do the job. Mix and match is acceptable, nobody seems to do everything I want. Whilst I understand the nature of this thread, this is but one way in which punters use the interweb.

Most sites I visited did not give shipping until entering checkout, at which point I abandoned & looked elsewhere as I was looking for total end cost, not lowest displayed price. That wasn't to say I didn't go back later and order.

But, on my own site I display the shipping charges schedule on every single page - and a panel indicating expected delivery date - and we still get 'phone calls & emails asking the question.

So you can't win.

[Greenmind]

I get an error when loading the homepage pointing to var pageTracker = _gat._getTracker("UA-3687889-1"); not being defined.

Hmm. I know it has some problems. I viewed it on a friend's computer and it was all wrong, lobsided. It looks fine on my screen however, with IE7, which is probably why it doesn't bother me too much . But the problem you've identified is a new one on me. What is that all about then? Tracker? It must work ok because I'm getting a reasonable amount of orders for new site.

If anyone can offer some pointers on how to address the general layout problem, I'd be very grateful.

www.ductstore.co.uk

Edit: the tracker thing is just something to do with Google Analytics.

[Ginnys Attic]

I'm not getting the error today so maybe the shared SSL people were having problems, upgrading or doing something

[jxm28788]

This isn't normal and here's the reason why: "For delivery options and charges proceed to checkout."

I would say that was the main reason, but this just above it doesn't help either -

Please check sizes and options as mistakes can be costly.

That implies that if I make a mistake it is going to cost me money, and that's not what I want to hear as a customer - I want to know that where I'm buying from has a good returns policy and that I'm not going to have to fight with them or pay restocking fees or other charges to return something if there is a problem...

You are restricted by the DSR as to what you can charge customers, if anything, for returns - so if you aren't able to levy any charges, why threaten them with it?

ps. and even looking in the pages of text in the 'ordering info' it's not possible to find out what the delivery charges are, just that it 'depends on the weight'... Many people simply can't be bothered to go through god knows how many pages of the checkout to find out what the delivery charge is.

[Greenmind]

I got an order from someone yesterday who, under 'Reason for buying?', put:

'convenience - but your shipping price means I won't be buying from you again'

oooOOOOoooooo Back in the knife drawer Mrs Sharp!

My shipping price is fixed as it is because I don't want very small orders, and my products are very diversified as regards to weight and size making postage pricing difficult.

But at the same time I don't want bad feeling from the customers of course.

Difficult

[jxm28788]

'convenience - but your shipping price means I won't be buying from you again'

oooOOOOoooooo Back in the knife drawer Mrs Sharp!

That does reinforce the view that it is the delivery price that is having a big impact on your conversions - I guess this person just couldn't find the product elsewhere, but lots of other people obviously can...

Pricing the delivery charges is a difficult one, but you just have to try and find a comprimise, and have some kind of tiered pricing.

But you really should view the comment as useful feedback, because who knows how many customers and potential customers are thinking the same thing.

[Greenmind]

But you really should view the comment as useful feedback, because who knows how many customers and potential customers are thinking the same thing.

Very valid point and I do view it in that way. I've dropped the delivery charge a little since but not so much that's it's going to have any real effect.

[jxm28788]

You may also want to get some more courier quotes in, you can get much cheaper prices than that for upto about 30kg, and even 50kg. (I realise some of your products are huge, but for the rest I'm sure you can get a better deal)

[animal dreams]

Thanks for all the feedback guys. We've tried various permutations of shipping charges in the past but still some food for thought.

The reason for the strong warning of caution is that previously we had too many orders where the customer just hadn't bothered to check if the giant parrot cage they ordered would fit in the room! Perhaps we need to reconsider the wording.

It's just really frustrating that Actinic either doesn't calculate the price until last minute or makes the customer re-enter the shipping location every time they look at the basket.

Re-working the checkout et al MUST be a high priority for V10 - PLEASE

[jxm28788]

Re-working the checkout et al MUST be a high priority for V10 - PLEASE

good luck with that, reworking the checkout has been a high priority since at least v6...