Display estimated delivery more prominently on confirmation emails
complete
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Ben
Regardless of all the dates that we display on the basket and during the checkout we still have customers contact us saying that they did not realise there was a delay when ordering SIM items. This happens particularly when the customer selects "Next Day" services (but seem to ignore the dates below the service showing that service is referring to delivery from the date the item is available).
Having just discussed this with our customer services team we have agreed that the following 2 changes may help with this:
- Adding the estimated delivery date to the end of the checkout (after the customer has completed the order).
- Moving the estimated delivery date to the top section of the order confirmation email so it is not below the page fold when opening the email. Also highlighting in red or some kind of prominent way.
There would perhaps also be merit in displaying a message in the checkout above the shipping options (when SIM items are in the basket) saying something like "Shipping estimates below include lead times for some items in your basket".
This post was marked as
complete
B
Ben
Ben Kippax Neil McQuillan I opened a new request for changing information on the order confirmation page (not email) but it has been merged in this post. But I was under the understanding this post had been changed to not include the confirmation page so sure if these should have been merged.
Also the editable message area post has been merged but again I thought this was a different request (unless you are able to do this as part of this development?).
Neil McQuillan
Click and Collect Order for Immediate Collection
Neil McQuillan
Mail Order with No Delays on Items
Neil McQuillan
Mail Order with Item Delay (despatch delay/warehouse/sim delay) - Total delay shown at top, no per line information.
Neil McQuillan
Click and Collect Order with Delay
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Highland Bikes Admin
Neil McQuillan: Whilst this is an improvement, I would really liked to have seen the addtion of 'Please wait for an email confirming that your items are ready before coming to the store'. and 'Remember to bring a copy of your or and I.D. with you'.
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Will (MR)
Highland Bikes Admin: Neil McQuillan Just to add we now have conflicting messages, one area says as above - "wait for us to let you know your order is ready before travelling" but on the order confirmation email it says it's ready for immediate collection! - please urgently review, text as suggested above works fine, ideally have this editable in store wide configuration?
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Ben
Will (MR): Agreed. My team have already raised to me that we have had several incidences over the last week of customers arriving almost immediately after they placed their Click & Collect and it is not ready. They say they are doing this because the order confirmation says it is ready for "immediate" collection. This needs to be editable per retailer as Will has said.
I know when speaking with Citrus that the expectation is that a retailer should have an order ready immediately (and we would certainly like to get them ready as quickly as possible for a customer). As a note on this it would be REALLY useful if a retailer could set certain Tills to have an alert/notification appear when there are unopened Click & Collect orders downloaded. There is already a Canny request here: https://citruslime.canny.io/point-of-sale/p/click-and-collect-notification
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Will (MR)
Ben: Neil McQuillan Please can we have an update regarding this, it's making click and collect very uncomfortable for the stores.
Neil McQuillan
Will (MR): The new system is live as per my screenshots above.
I take your point about store staff, but that would be a training issue so they can handle people correctly?
I've ordered from many retailers and minutes later walk in, they go and get the item for me it's all about how it's handled at the counter - the big boys like PC World who have been doing this for years pick on arrival unless you arrive say, the next day. We believe we're following consumer expectation here, and it will lead to more footfall that been said we don't have a way to alter it per retailer either.
As for popups this is something which is on our radar but in the shortterm I recommend an outlook rule which looks for the collection location and click and collect in the order confirmation email and uses a 'forward to SMS service' to ping a message to a store manager we have one customer that uses that for great effect, they know the customers names when they walk in, great service!
Neil McQuillan
in progress
Neil McQuillan
I have edited the title as we are just addressing the email piece at this time, but for both C&C and mail order orders this will be displayed clearly at the top of the email. We are removing the per line item information as at the point the email is sent stock is allocated and our attempts to reverse out this allocation to recalculate the lead times in email have not worked correctly. I will provide a screenshot here once completed. This will hit one of the two May releases.
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Ben
Neil McQuillan: Thank you for the update. I will create a new request for the order confirmation page if this is what you suggest?
With regards to the per line information. It would be a real shame to see this lost forever. It helps the customer and our team as I don't believe this information is displayed anywhere else in the platform. So there is no clear information on what the customer saw other than the despatch date. Which makes conversations with the customer more difficult and makes us look like we don't know where stock is. I know the item will show allocated stock in Cloud POS but for fast selling items that are going through Goods In and Out each day and where a customer has a lot of different items on their order, it becomes difficult as you need to work out who stock belongs to. Also, customers will swear blind that the line information did not show in their basket. When we can ask them to look at their order confirmation email and it is displayed on there it helps the conversation.
Neil McQuillan
Ben: I would prefer to keep it, but at this time I cannot see a way to calculate it correctly. All is fine when things are coming from one warehouse but when stock spans many as the stock is already allocated it gets it wrong.
We've massively rationalised what is going on here.
We take the basket lead time at the point of order - this matches the time shown to the consumer its read from the same place and then stored. This is now what downloads into Cloud POS as the order due date and this is what is shown on the order confirmation emails, the display is much clearer and located at the top of the email. Whilst it's not displayed per line hopefully this is now a step forward.
Neil McQuillan
Ben See my screenshots above.
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Ben
Is there an ETA on this? In a recent CS meeting here the team said that one of the largest reasons for incoming customer emails is people asking where their order is. Of this most of the emails are from people who's order are not overdue, they just did not read the estimated delivery date in the checkout or on their order confirmation email. This request will really help with this information and hopefully in turn reduce the amount of emails we receive.
Ben Kippax
planned
B
Ben
Also raised this as a separate but related development: https://citruslime.canny.io/ecommerce-website/p/order-confirmation-emails-add-an-editable-messagearea
Ben Kippax
under review
I've raised a task for this to be discussed by the development team. Changing the email content, I feel, would be most supportable solution.
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Ben
We could do with feedback on this. Our CS team continue to get problems and with peak about to hit it would be a real help. It seems like a relatively simple fix and by the looks of it this issue is not just affecting us.
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