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Contacting customers with failed orders, abandoned or declined orders
Contacting customers, failed orders, abandoned, declined orders
oliondor




msg:4378571
 8:50 am on Oct 24, 2011 (gmt 0)

Contacting customers with failed orders, abandoned or declined orders


Hi,


I would like to now if you usually contact customers who didn't finalized their orders ?

What do you write in the message to try to convince them to order again ?


Thanks.

 

toplisek




msg:4378577
 9:09 am on Oct 24, 2011 (gmt 0)

There are many factors which define response. I kindly ask you to tell us more information.

jecasc




msg:4378579
 9:34 am on Oct 24, 2011 (gmt 0)

We contact customers who have problems with Paypal or credit card payment.

However before we started to do this we changed the checkout process and separated the payment from the order process. Most shopping carts by default integrate the payment before the actual checkout which means when there is a problem with the payment the customer can't finish his order. We changed it so the customer can select his payment option, then checks out, gets a message that his order is complete, and then is redirected to the payment page.

If the payment does not arrive we send an automated reminder and offer help and alternative payment options. If the customer does not respond we cancel the order.

I would not advise to simpy save customer details and contact customers unless they have consciously submitted their data during the order process and are aware that their data has now been saved.

Else most people will go ballistic when you contact them. And in many countries this would also be a violation of privacy laws.

oliondor




msg:4378580
 9:41 am on Oct 24, 2011 (gmt 0)

Lets violate the law, when I see how many spam and other bullshxt Emails I receive daily from people I didn't contact and are not supposed to know my Emails, I decide that it's ok to contact customers who typed their info on my shop !

Funny that people always consider the law when its useless and stupid, I don't.

toplisek




msg:4378589
 9:55 am on Oct 24, 2011 (gmt 0)

Usually there is:
Quoted: Most shopping carts by default integrate the payment before the actual checkout

1. Buy page
If sentence:Cart is empty,Your cart is empty, so you cannot proceed to checkout.

2. Order page

3. Add to Cart (Products were added to your cart)
Showing Cart content and button:CHECKOUT
If sentence: Register/Sign in (Returning customer)
The customer can select his payment option, then actual checks out!

Let me know if this was solution.

piatkow




msg:4378600
 10:31 am on Oct 24, 2011 (gmt 0)

I use the same sequence as jecasc. Mostly it seems to be people who didn't bother to have a card ready to complete the transaction.

@oliondor I don't know what country you are in but I can't think of any where it is illegal to send an email on a person to person basis.

toplisek




msg:4378609
 10:47 am on Oct 24, 2011 (gmt 0)

My steps are actually as Jecasc...or I'm wrong.

mattia




msg:4378798
 6:38 pm on Oct 24, 2011 (gmt 0)


Common best practices says:
yes you can contact them

BUT
Do not contact them via phone, preferably use email
and
just send ONE email! DO not insist/harass

Just one email is usually ok, repeat emails will most likely upset that potential customer who might refer you to the BBB or talk bad about you in forums....

best,
Marc

Luxoria




msg:4381276
 4:29 am on Oct 30, 2011 (gmt 0)

When I get a get a failed cart or payment I investigate the problem to make sure the problem is not on my end then I send out a friendly email reminder. (or a solution if there was a problem)

I absolutely will never call a customer. That goes beyond a considerate response. Very few people do turn around and complete an order after I contact them, mostly those people are the one's with technical issues. (such as wrong state for the zip code, or they forgot their PayPal password and so forth)

My volume is low so I have the time to do this manually.

mchowdhary




msg:4382014
 11:39 am on Nov 1, 2011 (gmt 0)

You can send an automated Order failed email. Even Amazon does it and it's fine. I agree, do not harass the customer.

mchowdhary




msg:4382015
 11:39 am on Nov 1, 2011 (gmt 0)

You can send an automated Order failed email. Even Amazon does it and it's fine. I agree, do not harass the customer.

wheel




msg:4382023
 11:56 am on Nov 1, 2011 (gmt 0)

I don't have a shopping cart, but if I was going to contact failed orders, I'd probably also throw in a discount to encourage them to come back. Seems pretty easy to track whether that works or not. It would work with me.

I abandon carts sometimes when I don't like shipping, or if I'm not quite ready to buy, or sometimes I throw stuff in carts even when I'm not serious. A discount in any of those cases could quite likely get me to buy.

WorkTogether




msg:4382043
 12:59 pm on Nov 1, 2011 (gmt 0)

follow them up within the first 2hrs asking if there was a problem? Do they need help, more advice - if you can include a link to the products they ordered or the basket. Go through why they should shop with you - trust, servic etc...

After 48hrs follow up with a short email with a simple offer / discount

Works well for us

Thanks

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