New V4 Checkout - Enter card details inline and NOT a pop up
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Jon Mayo
The new V4 checkout is a great improvement, well done to the developers behind this.
However, the final stage to enter card details is confusing to customers, different to other websites and leads to customer complaints, queries and feedback that there was nowhere to add card details and needs a change urgently.
I appreciate this is the same as the old checkout but now the new V4 checkout is live then this point needs raising for review by Citrus Lime.
This is what the customer sees
Enter Card Details >|
Where is that then? In a box somewhere, underneath? Ah, it's not working, do I need to use PayPal instead? I don't have PayPal and don't want to open an account just to buy from you....
Choosing the Credit Card radio button should open inline to add card details and not a pop up.
Why is this important?
Inline adding card details in a checkout is how every other website does this. It's that simple.
A pop up to add card details reminds me of websites I built decades ago and a method to use iframes or similar to get round PCI compliance. A pop up is familiar when using PayPal or other 3rd party payments but not debit or credit cards.
Here's some 100% genuine customer feedback from the last couple of months, and these are just the ones that persevered and placed an order, either on PayPal or by contacting us for help.
The payment process was soooo difficult and frustrating!! You click on pay by card and there is no place to put your card details?! I was going around in circles for ages!! The worst payment page I have ever had to use!!
Shopping fine but your system would not accept my debit card details. Used PayPal instead.
Could not pay by debit/credit card
the card details would not load on my mobile
Couldn’t complete purchase on desktop browser by entering card details
Just that the option to pay by card did not work so I had to use PayPal, which I am not keen on
I couldn’t pay on a desk top computer as it didn’t give me the option to enter my card details
The option for paying by debit card doesn't work
The website doesn't give you the opportunity to enter your card details. Very frustrating
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Peter Carol
Following
Neil McQuillan - CEO Citrus-Lime
Can you try www.workingclassheroes.co.uk for me, this uses a different payment provider and the functionality is a lot better, and its something we are rolling out. As we are now processing in lots of different countries we've been able to attract a global payments partner at decent rates for our customer base so you get rid of that popup and get better conversion rates and fraud prevention.
I'll get someone to give you a buzz as we are looking for more people to onboard in the coming weeks.
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Jon Mayo
Neil McQuillan - CEO Citrus-Lime thanks for the reply, yes that is exactly the experience we should have on card details. Happy to review what's on offer, if it matches or beats our current rates I see no reason not to move over for this reason alone.
Neil McQuillan - CEO Citrus-Lime
Jon Mayo I think it might end being slightly more expensive due to the machine learning fraud prevention. One retailer we've moved recently saw a near 20% increase in card acceptance rates - we need to do more data on this, so this maybe an outlier, but that would fit my expectations of the kind of improved offering you get from the likes of Stripe or in this case Adyen. Adyen offer interchange*** +0.6% by default (so likely about 0.7% on debit and near 1% on credit) and our rates significantly undercut those. Niall is going to look into this for you, lets see how close he can get.
CitrusPay Adyen vs. CitrusPay Gateway and a legacy merchant account: Why Adyen is the Better Fit
Better Online Conversion Rates
Better Fraud Protection
Less card processing downtime
Integrated reporting in the Cloud POS backoffice
*** Interchange being what Visa/Mastercard charge