lgn1 - 12:30 pm on May 4, 2012 (gmt 0)
I have 10% of my customers abandoning the shopping cart on the confirmation page, after they have already entered there credit card details. And these are actual exits, not navigation to a previous page.
Their are no surprizes on the confirmation page, the customer aleady knows all the financial details, including shipping, taxes and totals before their credit card had been authorized, etc.
The confirmation page is a final check to confirm their address, and purchase configuration. All straight forward and well laid out. They just need to hit the submit button.
I figure I have three options.
a) move the confirmation page before the credit card acceptance page; but I see that the trend is to put the conofirmation page afterthe credit card entry page.
b) combine the payment and confimation page, but this may lead to clutter.
c) close the sale after the credit card info is accepted, and make the confirmation page part of the thank you page, however this may lead to more customer service issues after the sale. However this should guarntee virtually zero loss sales because of the confirmation page issue.
I figure once a customer successfully enters their credit card info, 99.9% of the time, the sale should be closed.
Can anybody give their experince on cart abandonment on the confirmation page, and how they handled it.