mcfiver
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posted on October 25, 2004 04:40:18 AM new
For some reasons I've been getting comments like the following from customers using my Vendio check-out. Something is making them frustrated!
"Hello,
Just won your auction and hate your checkout.
This is just a great mess.
Your vendio stuff just removes all the simplicity and all the advantages of Paypal.
This is just the best way to be sure your customer will not come back.
Regards,
Patrick S."
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EclecticClutter
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posted on October 25, 2004 07:51:44 AM new
Daily email reads similar.
However mine also respond with a note about the payment button. Untill recently when I started filling in the buyer checkout I too kept getting hung up on the button as it's up at the top and I just start off with name and address maybe but the button could be moved to the bottom. ???
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SonyaCS
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posted on October 25, 2004 09:48:17 AM new
Hello,
I will forward your feedback on to Product Development.
EclecticClutter - what page are you on, in checkout?
Regards,
Sonya
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IBBbyLuann
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posted on October 25, 2004 11:23:44 AM new
I've just gotten TWO unhappy buyers, and I don't sell that much, with Vendio's checkout. I'm new to Vendio, and I can't afford these problems. One couldn't use PayPal, the other just said it was a hassle and made things difficult. What is the problem? Does anyone know? Since I can't go through the whole checkout myself, I just don't know. Thanks Luann
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EclecticClutter
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posted on October 25, 2004 03:15:26 PM new
When I check out as if I were the buyer basically it's page 1 of 1.
The middle of the page is where one would enter their name and address etc but at the top left is the drop down menu for check money order, paypal etc.
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SonyaCS
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posted on October 25, 2004 04:55:03 PM new
Hello,
Luann -- I just covered your other thread. Regarding your customers saying it is a hassle -- did they tell you what they found problematic?
EclecticClutter -- I will log a request to have the payment drop down moved further down the page on your behalf.
Regards,
Sonya
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mcfiver
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posted on October 25, 2004 06:09:39 PM new
I asked the customer who complained to provide me with a bit more specific feedback regarding his frustration with Vendio checkout. His reply came this afternoon:
"Hello McFiver, The biggest advantage of Paypal, is that your name, address, e-mail, phones are all integrated in the Paypal system. Then the system is "Verified". When you buy using Paypal, it is basically a "one click" experience, just entering my Paypal password. With your vendio stuff, I had to go first to a check-out screen, when I had to RE-enter my name, address, e-mail phone and etc.., all of that becuase those guys cannot access Paypal data (..simply for good security reason). So, beside the fact that I had to repetively spend time to re-enter all that, my name end-up into another DB that will profile me for whatever commercial reasons."
I've gone through the checkout process numerous times on behalf of customers who simply pay direct and don't want to bother with the process or some international winners don't know Vendio...and that scares them off. After doing it a couple of times, it's pretty easy. But I can see how much the process needs to be dummied down to make it as simple as possible.
I hope my customers opinion might be helpful in fine tuning this.
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greglyn
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posted on October 26, 2004 08:39:12 AM new
We are also having problems with the check out. Never seemed to have had a problem before but every buyer who wanted to pay by PayPal - cannot complete the transaction. In every case, we went back and issued a "request money" statement from PayPal. We really do not want to use only a PayPal checkout but using Vendio's checkout is causing more work and some VERY unhappy buyers.
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cococgld
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posted on October 26, 2004 05:53:28 PM new
DITTO here. I have had SO many unhappy people recently that I just decided I plan to stop using the Vendio checkout. The most recent comment was as follows: "I am trying to pay for this item but it is not allowing me to get to the pay page. I am getting the message the connection was refused when attempting to contact payments..."
The other day I had a really upset person who just filled in every line of the address info "this information is already in Paypal" then I had to go in and undo it so I could correctly enter the address, WASTE of TIME. I'm giving up as I cannot afford unhappy people.
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whatnot3
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posted on October 26, 2004 09:17:31 PM new
The whole checkout should be completely replaced, not just fix some of it's many problems.
Someone should start a new post where everyone can post suggestions on how it should work and keep bugging Vendio till they re-do it.
If we get a few replies everyday to it and keep it at the top then they can't just forget as easily
One thing it should do it first have them select the shipping option and payment method option. If they select paypal, it should go directly to paypal and skip the address section.
Also, it needs a better combined shipping setup. I usually have 2 or 3 options for shipping (main reason I use the checkout) and it confuses the buyers that they have to select a shipping option for every item even though it is for one shipment. There should be a setting to have it automatically select one so they can just select a shipping method for the whole shipment.
Also, the country should be set to USA by default and be lockable (buyer can't change unless seller allows it) since 99% of the time the rates will only be to US locations anyway.
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dennysdenn
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posted on October 27, 2004 06:45:06 AM new
I wholeheartedly agree. I just received this e-mail from one of my customers:
"I spent a lot of time trying to pay with your system and i have no
idea if the pament (via PayPal) went through"
In this case it didn't go thru.
Vendio has a serious problem with their checkout.
My first suggestion is to require those that created the process use it themselves.
It's apparant they don't.
My second suggestion is to create it from a customer service focus not from a technical aspect. I've been in the computer industry for over 30 years and my experience is that if you let technical people design it you get a complicated user-unfriendly system.
If it doesn't change I think Vendio becomes less viable than other providers.
Dennis
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greglyn
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posted on October 27, 2004 08:21:57 AM new
One of our buyers just called us to tell us how frustrated she was with the checkout. She told us that if she really had not desparately wanted the item - she would not have kept trying and we will probably be losing sales because of it. We are not using it for any new postings but that is not the solution.
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bountifultool
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posted on October 28, 2004 11:08:14 AM new
I think I need to say something here about how great the checkout system is. We have been a long time vendio user and even a longer time eBay user. I do agree that their could be some usability changes to how things are laid out, but other than that the checkout system saves me and my customers time.
I do have people once in a while complain about the checkout system, but it is important to not that these people are lazy and do not realize the importance of us having the information that it provides.
People all the time tell me that I could get the same information form Pay Pal. I always respond in a nice way and tell them that is not true. I start out by telling them, that we sale Industrial items off eBay and only about %40 of our customers pay with Pay Pal. Most send us Money Orders/Company Checks or call us up and give us a credit card number. I tell them that we need a way to collect all the information from evey type of buyer and not just Pay Pal. Vendio allows us to collect everyones information in one place were Pay Pal does not provide that service to us.
Not to mention pay pal does not offer a way to select different shipping options nor does it allow the combining of items with shipping discounts effectively. Plus it does not provided us with a personal phone number.
I'm amazed how many problems I can solve or even the shipping company can solve when a number is provide. With out it we have to spend days e-mail a person instead of minutes on the phone.
I sometimes even tell people that Pay Pal is not as secure as they think it is. As I long time user I have had to file many claims with them and also have taken them to small claims court and won.
Even though I'm very nice to these people who don't wont to use the checkout system. It is my personal opinion that these people are just plain lazy. There excuse that Pay Pal already provide this information is a joke. It is only an extra 2 mins of there time. The claim about 2 mins is completely insane.
In all my time I have never had any one give me bad feed back the vendio check out system, plus when I tell people that less than half our our customer pay use with Pay Pal and explain things to them, the usually calm down and even agree with me why vendio is a better way of doing things.
Not to mention the people end up buy more than one thing usually tell me it is the best thing that ever happen to them. They can buy what they want from eBay and have it all combine and discounted right in front of them and paid within seconds after there last auction was won.
I guess what I'm saying is that If you word things right your can help your customers understand the benefits and they will not be mad at you.
The one thing that I do think needs to be change is how the Payment and shipping options are picked. People always mis-select them because they leave the box selected and then use the mouse wheel to go down the page, but instead changes the option they pick. So because as I stated earlier people are lazy an like pressing buttons they don't notice it being change and then I have to go back and fix it when they claim that they didn't want 2nd day shipping.
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americangirlsboutique
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posted on October 31, 2004 08:36:57 AM new
Thanks BOUNTIFULTOO! Excellent way to put it all. I too am new to Vendio and have had a couple of frustrated buyers with check out and PayPal similar to these stated. You helped me understand it better so Now I can explain that to my customers. I may even cut & paste part of your explantion for future use with them.
However, I too believe that the eaisier things are the better and I know Vendio understands that as well. Hopefully they will make it as easy as possiable without giving up any benifits to the sellers.
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worldcovers1
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posted on October 31, 2004 12:08:40 PM new
I sale about 300 items a week on 2 accounts with Vedio , the checkout SUCK !!! NOT 1% OF MY CLIENTS USE IT !!! , Pay PAl is many times better its combind the items (so is EBAY) Items is line down not in a bounch that hard to understand with Vendio , beside if client pay with PAYPAL it save him a step he dont have to do the Vendio checkup but must go to PAYPAL (if he pay with PAYPAL which 80% of my clients do)to pay , also some times the URL is not clickeble !!! so now it must be copy and paste , well beside this and the stupid image bills system no problems .
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SonyaCS
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posted on November 1, 2004 09:41:01 AM new
Hello Worldcovers1,
I have forwarded your input on checkout to the appropriate department as well.
Regards,
Sonya
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pirateboy
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posted on November 1, 2004 01:33:17 PM new
Hi everyone - thanks for starting this topic. We've been working on improvements to the buyer-facing checkout flow for a little bit now and wanted to share it with you to get your feedback.
Please see this thread
-Christian
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