Need Opinions in regards to making purchases online

[linthat22]

So, I'm trying to assist in curbing fraud on one of our e-commerce websites.

We have the standard guest checkout along with creating an account. Due to the amount of fraud we're seeing, guest checkout needs to go.

But I don't have the authority to make it so, I can just suggest it (over and over) and watch the ship sink.

So, I ask thee, oh forumites of GuitarAmpBoard, when it's time to checkout, what do you like and what will make you say "F U!"?

[Lloyd Blankfein]

Only ship to physical addresses and require signatures.

No po boxes or po stores.

[Lloyd Blankfein]

You are having problems with people ordering an then a chargeback?

I'm not sure what your problems are- fraud is a wide brush.

[linthat22]

You are having problems with people ordering an then a chargeback?

I'm not sure what your problems are- fraud is a wide brush.

Yeah, chargebacks due to credit card fraud. Fuckers don't stop

[Lloyd Blankfein]

Then shipping to a physical address will curb some of these problems. No one will honestly have that stuff sent to their home. Way too much of a paper trail there.

Although it'd be annoying and labor intensive, maybe contacting the credit card company and telling them you are experiencing a problem might help? Maybe have them call their card owner every time a car is used on your site?

[linthat22]

But my question is, wwhen you're checking out on a site, what tasks bother you the most?

Like having to register, captcha keys, or using just paypal. Stuff like that.

[VTM]

But my question is, wwhen you're checking out on a site, what tasks bother you the most?

Like having to register, captcha keys, or using just paypal. Stuff like that.

Having to register, definitely. I prefer bypassing all that b.s. and paying with paypal.

[clipless bumper]

so are you asking us like we are the criminals, and what we hate most so you can implement it to drive the criminal element off?

or are you asking what we don't like because we are upstanding citizens, and you don't want to implement anything that we don't want??

[ComOp]

"..when it's time to checkout, what do you like and what will make you say "F U!"?"

We need stuff shipped to our PO Box. Otherwise, the lazy UPS/FedEx/USPS workers leave that shit on our doorstep unprotected. (Seriously, until we paid for the PO Box, it was getting ridiculous. We made complaints and it still happened.)

Having to create an account, being forced to use PayPal (or some other PayPal type payment service) and fuck you captcha. Captcha fucking sucks.

[linthat22]

so are you asking us like we are the criminals, and what we hate most so you can implement it to drive the criminal element off?

or are you asking what we don't like because we are upstanding citizens, and you don't want to implement anything that we don't want??

I'm asking as upstanding citizens. (did I word my original post weird or something?)

The goal is to prevent fraud, but user experience is paramount (so I'm told).

For instance, I'm told that we can't eliminate guest check out, because it'll make people go to other websites to make their purchase. I throw Amazon's name out there, because they require an account, but that falls on deaf ears. Stuff like that.

And if ya'll want, I can tell you some storefronts I found on Amazon that are legitimately stealing people's credit cards (and yes, I've notified Amazon).

[frumiousbandersnatch]

Boo hoo, I don't like to type, whine whine whine, why can't you just send me my stuff, boo hoo, I promise I'm not a thief, why oh why must I be forced to join the 21st century, etc., etc., etc.

Cue world's tiniest violin.

The horrible inconvenience of ordering securely online is balanced by the cheaper prices because fraud costs YOU money.

Don't want stuff left on the doorstep? Pay for and get a signature requirement. And insurance.

Not going to be home? Get off the couch and go to the P.O. and pick it up. Your options are 1) get it done cheap, 2) get it done fast, 3) get it done right. You may pick any two.

And y'all better buy up now, before congress makes everybody everywhere pay sales tax online.

Have a nice day

[linthat22]

Boo hoo, I don't like to type, whine whine whine, why can't you just send me my stuff, boo hoo, I promise I'm not a thief, why oh why must I be forced to join the 21st century, etc., etc., etc.

Cue world's tiniest violin.

The horrible inconvenience of ordering securely online is balanced by the cheaper prices because fraud costs YOU money.

Don't want stuff left on the doorstep? Pay for and get a signature requirement. And insurance.

Not going to be home? Get off the couch and go to the P.O. and pick it up. Your options are 1) get it done cheap, 2) get it done fast, 3) get it done right. You may pick any two.

And y'all better buy up now, before congress makes everybody everywhere pay sales tax online.

Have a nice day

I definitely hear you on this one!

[Dave Lister]

Creating an account. Is a nuisance if I want to order a single item, I don't always want to start a relationship.
Oh and that shit that disables the back button and tries to trap you on their site. I make a special note not to ever go to those sites again.

[PurpleTrails]

I'm pretty easy; as long as you don't send me to a credit card authorization site like ticketmaster does, or puts a timer on doing a transaction, also like ticketmaster does, it's okay by me. I actually like sites that make me register, as I rarely make only one purchase from a place and never consider another, and by being registered it saves me a bunch of time filling out address info and the like the next time I'm back.

[Elessar [Sly]]

Creating an account. Is a nuisance if I want to order a single item, I don't always want to start a relationship.
Oh and that shit that disables the back button and tries to trap you on their site. I make a special note not to ever go to those sites again.

This.

[Dave]

Captcha











Can you require PayPal for guest checkout?

[GuitarBilly]

I'm asking as upstanding citizens. (did I word my original post weird or something?)

The goal is to prevent fraud, but user experience is paramount (so I'm told).

For instance, I'm told that we can't eliminate guest check out, because it'll make people go to other websites to make their purchase. I throw Amazon's name out there, because they require an account, but that falls on deaf ears. Stuff like that.

And if ya'll want, I can tell you some storefronts I found on Amazon that are legitimately stealing people's credit cards (and yes, I've notified Amazon).

Eliminating guest checkout won't do anything to curb credit card fraud. They can very easily get a web email and fake the account information just the same. It sounds like your company needs a better CC verification system, which should happen in the back-end.

To answer your question: To me the determining factors on an online purchase is: price, shipping time/charges, store reputation for customer service. I have zero issues signing up for an account with say Sweetwater or AMS, because they ace all my other criteria.

[indienoise]

Man I will use paypal ALL DAY LONG if I've got the option...gotta have that.
Otherwise, I really don't care what steps are required. Here's the thing: if you feel for some reason that your problems stem from guest checkout (which I'm really not convinced of but I guess I don't know all your clients' details), and you insist on registration before purchase, make it a seamless process. Don't make the customer feel like they're taking an extra step to register. Instead of "oh, hey, we need to take you away from your cart/checkout so you can register" it needs to be more like "hey, while you're giving us your billing info tell us your email and choose a password". That way it doesn't feel like more work. Plus, I always feel unsure about leaving checkout to register because I've actually been to sites that emptied my cart once I'd registered and signed in. Just something to consider.

[Reverse Entropy]

But my question is, wwhen you're checking out on a site, what tasks bother you the most?

Like having to register, captcha keys, or using just paypal. Stuff like that.

I purchase a TON of stuff online every month as a purchasing agent.



I need a nice neat invoice I can print out at the time of the purchase (most places do this, a few don't create the invoice until it ships and posts the transaction to the card account, but bigger retailers print the 'pending' transaction right away).

I need a properly formatted billto/shipto - that means

name
company
address line 1
address line 2
city, state, postal code

When I have to cram all my suite info onto a single line it causes card verification errors.
If it's enough of a PITA, I go somewhere else.

I need honest shipping charges. If you want to charge me a few bucks for handling in house, that's fine. But be honest and break out that fee, then charge me a legitimate shipping price for UPS/Fedex/USPS. I don't put up with places that charge me twice the price on shipping to handle their 'other costs.' I ran a computer shop for years, I understand these things, but I also know where the BS is.

I really like when vendors have accurate real-time inventory. If I need 126 lefthanded hyperfrabbinators in a hurry, your website showing me you have 1455 of them in stock is strongly persuasive. "Call for availability" means that web page is just a placeholder, and I need to go to Hyperfrabbinator Warehouse instead.

Emails with tracking info is very professional, and I appreciate it. I don't' always need it, but when a client is antsy about delivery it's nice to have a vendor email that I can use for a quick and accurate answer.