Tuesday, June 19, 2007

Checkout Confirmation Confusion

Seems like a lot of time has gone by since we first opened the Yarn and Fiber on-line store and yet we still hear of new problems, specifically difficulty during the checkout process. It is the last button press "Confirm Order" that seems to cause confusion.

On reflection the wording on the page may have confused some shoppers into believing their order had already been placed, and they happily navigated away from the page without even submitting the order.

If this happened to you, accept our apologies. If you are wondering where your misplaced order is, it is still in your shopping cart, simply revisit our site and log in to your account, you can then complete your order.

To prevent this in the future we have added a second button to the top of the page where it is more visible and added more appropriate wording.

Our checkout process, like all eCommerce sites, has a two step order process, one handled by us and the other (the payment gateway) by the bank or PayPal. We always match up orders received on our system with those reported by the payment gateway. We do not record any details of the payment itself in our system, instead we track the order by using our unique order number that is also reported, along with the transaction details, to the payment gateway, thus elminating the possibilty of losing an order. We believe this makes our checkout process very secure.

Customer satisfaction is our top priority. Rest assured that we will never double ship or double process an order. If you make a mistake in the order process (it happens to all of us from time to time) or the system fails due to connection or server problems, we will always be happy to correct it.

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