Customers are confused about entering delivery information when sending products as gifts.

[KaraA]

I've recently found that a number of my customers when ordering items online to have delivered as gifts are struggling to know where to enter the recipient's address. 

When you're on the item page, you're presented with two options under "How to get it" - Local Delivery and Store Pickup. Local Delivery asks you to "check your address" which is where customers are supposed to enter the delivery address. I think the wording here is what is leaving customers confused. 

There are instructions below the "Store Pickup" option that might help clarify this confusion, but instead add to the confusion because they're not near the delivery option. 

Square has told me explicitly that there's nothing I can do to change these elements, but that they would "forward my feedback to the team"

How have others addressed this issue? 

[Lovewell]

@KaraA hey! Maybe it’s just me, but that process makes complete sense to me. So my confusion is why people are getting slipped up. But nowadays people rush through everything that I am not surprised. Maybe you could have like a disclaimer banner on your site that says “when choosing delivery please put the address of the recipient!”

[KaraA]

I can see how this is straight forward when buying something for yourself, but when sending to another person we need sender and receiver information to make sure it gets to the right spot, but also so that we can contact whoever is sending if there are any questions or issues. We produce our arrangements per order within what direction the sender provides, and sometimes we need to ask clarifying questions. 

[chocolatemann]

I have a similar problem,

Most of our deliveries are gifts that the buyer sends to  a friend, client etc.

The problem is when the buyer clicks on the address button to enter the recipients address she is not prompted for a name!, only an address! We created a modifier reminding the buyer to give us the recipients name, because many forget.

It is very confusing in the check out but also with any subsequent Notification emails etc .

Right now the notification email lists the buyers name right above the recipients address! Super confusing!!!!!!!!!

Square always assumes that buyers ship to themselves which is not always the case.  This needs to be addressed as any business in the gift industry, flower shops, chocolate shops etc struggle with this setup.

Kara, did you find a work-around for your problem?

[KaraA]

I am doing the same work around - a modifier that they have to answer before completing their order that makes them acknowledge if it is a delivery and if so, give name, address, and phone number of recipient. Still making the client doing double the work to complete an order which, I can imagine, is frustrating.