Feature Request - In cart scheduling pick ups and delivery

[Tio]

Ive had countless customers not realising they can schedule a pickup/delivery date and time as the initial cart section shows the default date and time for the order and has the word change next to it. When they click on change it just gives them the default date and time not realising they can actually change the date and time afterwards in the checkout process. This is causing a lot of confusion and im getting frustrated that I have to keep answering this question all day every day on all my social media platforms. Can someone put a note in the cart that date and time can be changed afterwards in the checkout process?

[LittleDragon]

Hi, I've received an email saying customers can now schedule there own pick up and delivery time but its not available?

Thanks 

Pete 

[TKMelbourne]

Hi Pete,

I think it’s only the pick up set up only, not the delivery. Which is not working well for us neither.

I hope they can fix the issues.

@Seamus 

all the best.

[LittleDragon]

Its bizarre to do 1 without the other, we are inundated with people saying they cant schedule a time. 

[TKMelbourne]

Yes, same issues for us. Over 2-3months. Almost every customer of ours think they can not change the dates because of this issues.

Press ‘change’ and they navigate to changing the address not dates and time unless they ignore whole things and proceed it until they see the ‘schedule for later’.

We also have an another issue that we are setting up the delivery time window, however the auto emails go out to customers with exact delivery time.

I’ve been following up with the team for a while, no changes...

its very confusing for customers and frustrating for us.

Please let us know, @Seamus 

[Seamus]

Hey @LittleDragon and @TKMelbourne,

This is an understandably frustrating issue!

We've just made a change to bring better visibility to pickup options by placing the ability to change it at the top of the order page, in addition to in the checkout flow where this feature previously was (and still is).

As I understand it, the ability to change delivery time should also be added to the orders page soon too, and the pickup option was simply rolled out first because it was ready to go.

Customers can still change delivery and pickup times from the checkout flow, in case you hadn't previously seen this @LittleDragon:

I'd recommend wording on your page or pop-ups to try and bring attention to these options in the meantime!

[LittleDragon]

Hi

Yes i know we can change it but customers don't. Nearly every customer contacts us saying they cant change delivery time and we are losing sales over this as people are ringing and complaining. How is it taking yiu so long to put right?

We should get compensation for r loss of earnings or something. 

[LittleDragon]

I've placed a pop explaining to customers and this is clearly not helping them. 

[alecfearon]

Hi @Seamus and others vexed by this problem,

I am fairly new to what has clearly been a long-running problem. I see that it has recently become possible to change pickup time in the shopping cart, but not yet delivery time. I hope that will be along soon.

The most surprising (and annoying) thing about this problem is that it seems to be entirely self inflicted on Square's part. Instead of putting text in the cart which made customers think they could change the delivery time there, all Square had to do was change that text to make it clear where the time could be changed. As better functionality was implemented, that text could have been changed accordingly to provide clarity. Instead, we sellers have been told to complicate matters by using pop-ups etc to overcome an unnecessary problem. 

Or am I missing something?

kind regards

Alec

[TKMelbourne]

Exactly right.

Simply, don’t show the delivery date and time at the cart.

Every single customers get confused when they click ‘change’ right next to the delivery date & time and navigated changing their address...

Also I believe ‘change time’ is a lot better wording than ‘schedule for later’.

Example, someone wants to have a meal delivered at 5:45, instead of 5:10.  Or even someone wants to have it on the next day.

‘Change time’ will be user friendly, easy read and simple.

Please fix this issues.

[Seamus]

@LittleDragon @alecfearon @TKMelbourne Thanks again for the feedback!

I agree that there's more we can do to address the usability of pickup and delivery features - that's certainly evident in the comments in this thread, which highlight genuine cases for improvement. As someone who shops online I agree that there are more elegant ways of implementing these features.

As usual I'll continue to pass on your feedback and advocate for improvements here. I understand that more improvements are in development, and you've started to see some of them already. It's been a little over 6 months since we launched pickup and delivery options and we have and will continue working on refining these options. I get this one is frustrating though.

Pop-ups and messaging was suggested as something to try and improve the situation vs no having any messaging in the meantime - up to you on whether you want to use it or not though!