eCommerce Website

We've had customer reports where a shopper selects Click & Collect, but when completing checkout using ApplePay Express at the top of the checkout, the order defaults to home delivery instead. What's happening: • If the customer uses ApplePay Express at the top of the checkout, the system bypasses or overrides the selected delivery method. • The order defaults to standard delivery to the billing/home address. • If ApplePay is selected at the end of the checkout process, the chosen delivery method (Click & Collect/DPD Pick Up) is respected and works as expected. So technically, the functionality does work - but only if ApplePay is triggered at the end of the journey. Why this is a problem: From a UX and customer journey perspective, this is highly misleading: • Customers reasonably assume their delivery choice is locked in once selected • Express checkout appears visually equal to (or preferred over) standard checkout, but behaves differently • There is no warning or indication that ApplePay Express will ignore the delivery selection This results in: • Orders sent to the wrong fulfilment route • Customer confusion and loss of trust • Additional CS workload and manual corrections In short, the checkout allows customers to make a 'valid' selection that is silently discarded. Suggested improvements: Respect delivery selection for Express Checkout Disable Express Checkout when non-delivery options are selected Clear UX messaging (display a warning) Reorder or visually seperate Express Checkout - The current layout strongly encourages Express Checkout before fulfilment is truly 'finalised'

We regularly invest in design and development updates that modify the main CSS. However, returning visitors can sometimes see a broken or malformed layout due to cached CSS files in their browser. This is a long-standing issue across the web and one many experienced developers will recognise. From customer feedback and internal staff comments, this has already caused confusion, with users assuming the website is broken. Critically, we cannot rely on customers to hard refresh their browser, clear cache, or open the site in incognito mode. Most users will not do this and may simply leave the site without reporting the issue. As a business paying for design and development time, we expect visual updates to be visible immediately to both new and returning visitors. Problem Browsers cache CSS aggressively. When core styles change, returning visitors may still load old CSS against updated HTML. This can result in broken layouts, spacing issues, missing styles, or incorrect formatting. Customers may lose trust and abandon the site without contacting us. Proposal Implement automatic CSS cache busting, using one of the following standard approaches: Append a version number to CSS files (for example: style.css?v=1.2.3). Automatically increment the CSS version whenever changes are deployed. Alternatively, generate new stylesheet filenames for updated CSS bundles. Ensure this applies to both custom client CSS and platform level styles. This ensures browsers always fetch the latest stylesheet without requiring any action from the customer. Why this matters Prevents customers seeing a broken or outdated layout. Protects conversion rates and brand trust. Ensures paid design updates are visible immediately. Aligns with long-established web development best practice. Reference Explanation of CSS versioning and cache busting: https://developer.mozilla.org/en-US/docs/Web/HTTP/Guides/Caching#cache_busting This should be a relatively small technical change but would have a disproportionately positive impact on user experience and reliability across all browsers and devices.

I've noticed recently that we are getting quite high cart abandonment at checkout so I 've gone throught the new checkout process today for the first time and was immediately caught out by the 'Contact Infomation' page which is the first page in the process and I personally feel at first glance, it appears to be forcing me to create an account or login to an existing account. On my first try, I was repeatedly clicking the greyed out button that says 'Continue without signing in' and eventually gave up thinking something was wrong. It wasn't until my second visit that I realised that I had to enter my email at this stage in order to move forward. I don't know why the CitrusLime checkout always seems to be such a challenge. A quick visit to a couple of competitors website and you are immediately presented with the option to checkout as guest which feels like a much softer approach to collecting customer details. I know that personally, if I feel I am being forced to create an account then I will often not proceed. Am I the only one who has this opinion? Attached is a screenshot from Tredz checkout which seems much more relaxed and less pushy.

It would be great if we could have a one click checkout like Amazon or a 'buy now' to make it much easier for customers to purchase product. We have feedback from customers that the Citrus-Lime websites are lengthy compared to Amazon/other platforms. If you see a product you want on Amazon you can purchase it in one click and in under 5 seconds. If I go onto our website, from the basket to checkout/completion it takes over 80 seconds on a phone and 55 seconds. This is also for someone who has an account, the billing and delivery addresses have to be re-entered as they are not saved. I believe this is far too long for the majority of people shopping online. Any way to speed up the checkout process would be really beneficial.

Currently the delivery/shipping options are before the payment options at the checkout but some customers are trying to select the delivery options and don't realise they have to scroll down the page to the payment options first, why not allow them to select even if it does nothing or jump top the payment options so they can progress. screenshot is of a desktop view but its more of a problem on a mobile.

The order confirmation email feels quite simple and not very exciting for a customer when they purchase a £12,000 bike. i've got 3 suggestions... Could we please either have more access to the email to change the layout and make it suit our brand. have the option for it to go through mailchimp where we could make our own template for it have the option to turn it off for customer and we can use our internal systems to send the email out. even a small change where it has the company name in the from field rather than the email address would make it feel a bit more preofessional (see screenshot) Thanks!

At the moment, the delivery address form shows the postcode lookup below Line 1, Line 2 and City. This leads to a common behaviour pattern: Customer fills in Line 1, Line 2 and City manually. They then enter their postcode and hit the search icon. The lookup either overwrites what they have typed or does nothing if clicked. This slows the checkout down and feels clunky compared with other UK ecommerce checkouts, where the postcode is the first step. Proposal -------------------- Move the Postcode field and lookup button to sit directly under the phone number field, above the address lines. When the customer reaches the Delivery Address section, set the cursor focus to the postcode field by default. After the postcode is entered and the lookup is used, auto populate Line 1, Line 2, City and Country as it does now. Why this helps -------------------- Matches how UK customers expect address lookup to work - postcode first, then select address. Reduces typing and re work Speeds up checkout completion and reduces friction on a key step in the funnel. Improves overal flow Visual example -------------------- Screenshot 1 - current layout with postcode below address lines. Screenshot 2 - suggested layout with postcode and lookup at the top of the address block.

Ideally would like it that when we have a sale for local stock item, and the local stock runs out, the sale price deactivates.

The huge majority of customer "concerns" we have had this Christmas have been customers who have assumed by selecting a premium shipping option will over ride delays we have put in place for external stock. This is despite the messaging on the product detail page, the checkout - including near the shipping options AND the confirmation email. So this means that what is in place simply is not clear enough for some customers, and we we are not talking just the odd customer here and there. So I think it would be good if there was the option to hide any premium shipping when an item does not contain a stocked item. I can hear the counter arguements now, but in my view customer expectations being met (regardless of whether they read warning messages or not) exceeds all other arguements, and reduces workload in customer service and poor experiences. And as I am sure that most savvy retailers on here will send a delayed item as quickly as possible when it arrives, it puts as back in control of under promising and over delivering, improving customer retention. The new checkout has/will have better messaging, but thats trying to work around the issue that customers still dont always see messaging, and you can put flashing lights on it and they sometimes still wont - so stemming the issue at the source makes sense to me?

On My Account - Order History, the customer-facing status/progress label does not reflect the true order state. Orders can remain showing “Processing” even after they’ve been dispatched, delivered, or refunded. The status does update to “Cancelled” correctly. Is it possible to update the customer-facing progress status so it stays in sync with the order status (and updates shortly after any dispatch/cancel/refund action)?