DPD Pick-up Store (Click and Collect)
in progress
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Rebecca Menai Bauress
I think the DPD Click and Collect option needs to be made clearer, a few customers are saying that our website doesn't make it clear that there is a £5 charge for this service.
I have been through the checkout process, and I can see how this could be misleading/confusing to customers.
Could we make this clearer, by maybe stating "DPD Pick-up Store £5" then customers are aware this is not a free service?
I have attached screenshots of the checkout process as an example.
This post was marked as
in progress
Neil McQuillan - CEO Citrus-Lime
planned
This is being addressed as part of the checkout project launching in the spring.
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Ben
Neil McQuillan - CEO Citrus-Lime That's good. We will turn it back on at that point.
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Will Condie
Where are we on this? We have seen a spike in customer communication over this Christmas period where unhappy customer call our CS team unhappy that they have to pay for DPD Ship to Shop.
The fixes Rebecca has mentioned above would fix the issue but also CL's Click & Collect feature and DPD Ship to shop are 2 different services, but both come under Click & Collect? Customer have seen the Click & Collect service is Free as that the main USP CL have used to promote the service... and assume DPD Ship to shop is too because of where it sits in the checkout.
So price buttons on page 2 of the check out are needed!
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Ben
Will Condie: Neil McQuillan - CEO Citrus-Lime I concur what Will has said. We have had a barrage of unhappy customers about DPD Ship to Shop who would choose the option but then leave negative reviews or contact our CS team afterwards saying how misleading it was that they had to pay for the click & collect service (despite us having several messages around the site and information on our store click & collect page that highlights this).
We have turned DPD Ship to Shop off as it was not worth the hassle. It is a useful feature to have on the site but we will not turn it back on until the customer journey is updated by Citrus Lime in the checkout to make it clearer that it is a separate paid for option to our store Click & Collect.
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Ben
Neil McQuillan - CEO Citrus-Lime our CS team say they get comments about this being misleading quite regularly. I just ran through the checkout and completely agree. I think in the area where you choose "Collect from us" or "DPD Pickup Store" it does need to show the price. Even after you select it you could easily miss the delivery charge in the summary.
We are just looking at potentially turning it off until the messaging is changed.