Hide Premium Shipping Options at Checkout when orders contain non-local stock
under review
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Scott
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?
Ben Kippax
marked this post as
under review
Ben Kippax
Hey @scott-hargrave-skiers-lounge-consultant,
I could spend all day writing about this but I'll try to be brief, for your sanity and mine :)
"Hide Premium Shipping Options at Checkout when orders contain non-local stock"
We'd need avoid a wholesale change here. What non-local means to you may be "it's going to take time" but to other retailers it may simply mean "It'll be there tomorrow" or it could be a non-local warehouse being treated as a secondary dispatch location.
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.
Out of interest, what numbers of customers are we talking about here, roughly?
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'm really not a fan of this specific solution. Perhaps a configurable set of rules - but not this.B
Ben
Ben Kippax: Thanks for responding to this. The issue affects us also. I have outlined our issue below and our preference in changing the appearance of messages (rather than hiding completely).
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Scott
Ben Kippax: I dont have all day to debate about this - I am too busy responding to emails saying "where is my order" when this issue is arising, especially whilst in lockdown. 3 today alone so far. I dont have a preference for the solution - We as a business just need a solution, as what is there now simply is not working, and is confusing to pretty much anyone I have shown it to - non developer and retailer people. Bens solution sounds good. Thanks!
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Ben
We have had this issue for years and raised concerns about it. I agree that whilst there will be counter arguments about the messages already in place the fact that real customers are raising these concerns means it is an issue.
I would prefer not to hide the option (as we do get customers that select next day on purpose for when it is despatched). Instead we would like to see clearer messaging about warehouse delays next to the shipping options. Something along the lines of "The options below include 5 working days delay for 1 or more items in your basket" displayed in bold next to the shipping options when there is warehouse stock in the basket.
I have also raised this as a request to make split shipping clearer (like Amazon does): https://citruslime.canny.io/ecommerce-website/p/shipping-options-for-separate-combined-shipping-for-orders-with-items-in-multipl
Ben Kippax
Ben: I feel like this would be a good addition to the new cart.
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Ben
Ben Kippax: It would. But if users are like me and rush past the basket page assuming that the information will be presented in checkout when selecting delivery options then they will miss it.
I was more hoping for the information to be added to the selectable shipping options area in the checkout.
Ben Kippax
Ben: I think a halo message in checkout above the shipping options could help. This is something I will need to discuss with the team and see what outcome we can produce.