Forum Moderators: buckworks
Feeling a little bit depressed today :(, we are having that many chargebacks I'm thinking of putting my coat on and going home for good.
Do you think introducing a customer registration before buying will cut down on fraudulent transactions?
Currently you can buy without having to register, I was always wary of making customers register before buying because I imagine a lot of people (me included) hate websites like this, but surely if we have some more information fraud should be trimmed down, any experiances?
Thanks
Karl
what's the nature of the chargebacks?
what are you selling?
describe your business model?
We are an established independant motor factor who now sells on the web.
what's the nature of the chargebacks?
Genarally people deny having the goods, although we have proof of delivery, i.p address, email address etc etc
what are you selling?
Car parts and accessories, site in profile.
Karl
DaveN
I know,
thats my major concern, but this charge back issue is becoming a real pain for me!
I feel it personally and it hurts :(
Karl
I would suggest going over all your chargebacks and trying to find out what they have in common and then develop some procedures to cut down the chargebacks.
Just in the past couple of days I was faced with having to register in order to save a shopping cart -- and give my credit card info in order to do so!
Boy, this was a very difficult decision. It was for parts to build my own computer, so you can bet the shopping cart would change over a couple of days or so. A lot of back and forth: the 3000 XP CPU or the 2800? 1 GB of RAM or 2? Very convenient to save the cart in all of its iterations...
The site was very well recommended by a half dozen folks or so (including a couple here at WW); but to have to register for the privilege of saving a cart so I can come back to shop at the site...and give my CC info before I placed an order?
No way! Here comes the scratch pad to keep track of what I wanted and looking at every other computer parts store I can find, just because I was so ticked at the first site's policy.
Bottom line? The first site lost a $1,000 order, one I was very, very eager to give them. I wanted my new system and I wanted it NOW! They lost me.
Now, $1,000 bucks is just a drop in the bucket for a successful e-commerce site. But, lose one $1,000 order per day? Two $1,000 orders per day? Let's make that three $1,000 orders per day -- sooner or later, over a year, you just might be talking about real money -- $1 mil plus.
Whether your multiple is $10, $20 or $100 per order, I'm not very sure what registering is going to accomplish? You can't really ask for anything beyond what you should already ask for during the purchase process in order to protect yourself.
Okay, so this turned out to be more of a rant than I expected it to be, just excuse me for a bit of a turn to vent, but it felt really, really good.
More botton line: Make the shopping easy. Ordering can be more difficult, people will understand.
Wow! As I was writing this I got an e-mail that gave the go ahead to invesitigate something else. As I was shopping around for my new system on the site that required CC registration -- to save a shopping cart! -- I ran across a barebones system (a unique "twinned" solution that I didn't know existed) that would perfectly suit the needs of a trade show registration company that I occasionally work for. They're just now in the process of upgrading from old Macs (very, very -- did I say "very" -- old Macs -- SEs, SE-30s, Classics & Classics IIs, just ditched a bunch of Mac Plus's). They can use 20? 30? 40? 60? or so new machines. Would I recommend the first site I was talking about above? Nope, I found another supplier, just because the first site's registration policy forced me to shop around and look at other folks.
Oh, by the way, I split the differences all the way around: Went with the 2800 XP instead of the 2600 or 3000, and 1.5GB of RAM instead of 1 or 2 gigs. Yep, a true Charlie Brown Libra, wishy-washy every which way, just can't make a solid decision.
