Shopping Cart Behavior Question

[SandyArtisan]

Hello!  My customers are sometimes confused. I've included a screenshot here. When someone clicks the shopping cart to complete their order, the system seems to default a date and time for delivery, but when I click "change" here - it only lets me change the address. Buyers are confused on how to change that - you can do so later, but they are saying they are getting "stuck" here trying to change this. Is there a way to change this behavior, that anyone knows of? 

[isabelle · Accepted solution]

Hey @SandyArtisan!

Thanks for posting in the Seller Community ✨

While you're not the first seller to mention that they've had customers confused by this workflow - there actually isn't any way to prevent that set up from appearing the way it does. This is really great feedback though. I will definitely pass it along to our Product Teams as they are always collecting input for future updates and changes. 

[EPECFOOD]

We're experiencing the same problem the labeled delivery time and date in the shopping cart is an incorrect listing and when you try to change the time and date you get to a change fulfillment page to change address and instructions not time and date. This is obviously misleading and discouraging for some clients that are trying to get to the checkout page to where they can change the date and time. Either it shouldn't be there or it should change to delivery address and instructions. the analytics from our Google Ad was impressions 14k and 152 clicks which should result in a sale, I think people are getting discouraged at this point that the date couldn't be changed and are quitting the process of ordering.

[risecoffee]

I had started a thread on this in the past, but still have not had resolution, but continue to struggle with this on a DAILY basis. At least 1-3 times a day, someone comes in to pick up an order that they think they have placed, but we have not received. This is because on a mobile phone, the process will say "Your order will be ready to pick up at x:xx time." and they don't realize they need to scroll to the bottom to hit the blue "confirm" button. They often feel embarrassed and even more often annoyed that this has happened. I don't see why Weeby/Square can't put a simple line of "Wait, your not done until you confirm below." or "wait you aren't done yet". Or "Your pick up time is...but be sure to complete order below." or something! I have ordered from other restaurants where this exact feature is there, so I know when I have completed the ordering process. Please seriously consider this. I can't tell you how much this is negatively affecting my business. And we are about to start our busy summer season with a lot of tourists who will be new to our online store. Thank you!!

[isabelle]

@risecoffee ☕️ As a payment processor, we have all customers pay for items prior to picking up - which is why you cannot place an order for pickup and pay in-store. I understand that the flow is confusing for someone using it for the first time, so we’ll definitely pass this feedback along to our Product Teams that handle user experience. They're currently collecting as much feedback as they can before they implement changes to the mobile checkout functionality.

Thank you and sorry again! I imagine the customers must be overlooking the ‘Checkout’.

[NPF]

We use a modifier to allow the customer to choose a day and time for pickup. We have a pop-up as well as other notes telling the customer to disregard any other pickup day than what they selected. It has helped, but has not eliminated the confusion and we still have upset customers. As the customer of Square, I am very surprised that they have not addressed this. We all pay them to use their product, yet it doesn't seem that they are listening. If we continue to have issues, losing new customers, we will be forced to seek other alternatives. I like what Square has to offer, if they could just eliminate this simple line all would be good.

[NPF]

[AshleyK]

Hi @NPF and welcome to the Seller Community! I've merged your post to an existing thread where other sellers have delivered similar feedback. As Isabelle stated, this is still a feature request, but we can see how confusing this would be and will continue to bubble up the feedback as it comes in. Please let me know if you have any other questions. 

[NPF]

Thank you Ashley. As you can see, you have many unhappy customers due to this issue. Please consider that we should be directing our customers, not Square. Square is a great product, but if it is causing lost sales and customers, it no longer serves a purpose. Just remember, we are YOUR customer, and appreciate time and efforts in a solution to this.

Thank you, NPF  @nutritionalpreppedfuel.com