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1. Less shopping basket abandoned I would assume.
1. Post order management is gone (order history)
2. Harder to track repeat customers
3. you can't give repeat customers reasons to shop again based on their previous order amounts (incentives etc).
Anyone else want to add to this?
Dis- unable to pre-populate checkout form (saving custom work)
We do not require registration, but do have it as an option for those who are registered. Unless it's something that I *really* want/need, I will refuse to continue checking out on sites that require registration.
On the other hand for sites I buy from regularly it is great to have not only contact details but also special delivery instructions remembered.
On the whole I would be in favour considering the number of problems that I have seen from missing confirmation emails in the past. But under the following conditions:
1. Use email address as the id.
2. Do not require login before filling the basket.
3. Prompt to enter password or create account at checkout while capturing email address.
4. Have full tracking on line so that customer can view the status of the order through to despatch.
5. Explain clearly that you are asking for login so that they can view the progress of their order at any time of day or night.
We don't require, or even offer a log in facility, but still work are able to include the 'disadvantages' you suggest in our system:
We haven't got the features in place yet, but we are allowing customers to check their order status by typing in their e-mail address and postal code.
In our order admin it will tell us how many times the customer in question has ordered on that e-mail address.
And we are going to offer a points system, where each order is one point and customers can spend them against certain items. 5 gets you a wiegt, but 10 gets a stripey widget and 20 gets a super widget with stars AND stripes that is twice as fast etc.
Dear #*$!XX, Your ordering process is completed successfully. If you wish the system to remember your information next time you come back, please fill out the following small form.
ask for password and whatever else you need.
Just an idea.
If cookie is not set, we use customer's e-mail address to recognize returning cutomer and append current order to her profile.
When customer receives confirmation e-mail, there is a link with a unical ID that is used as an "auto-password" to access orders' history.
If a person uses somebody else's email address to order, he will be able to view/use the profile of the person which the email belongs to. How do you secure this?
[edited by: Habtom at 12:16 pm (utc) on June 6, 2007]
If you were responding to my post above, a person in need of trying to get personal info of another person might be able to use that person's email address on the ordering steps. Couldn't this happen?
> If a person uses somebody else's email address to order,
> he will be able to view/use the profile of the person
> which the email belongs to. How do you secure this?
Not really: you have to have actual access to that e-mail postbox to access order: it is a link like www.bluewidgets.tld/orders.php?order_num=234234&secret_key=fsdfsdfsdf inserted into confirmation e-mail that allows access to order, not the e-mail address itself (note "secret_key" parameter, what acts like password).
In this case, you effectively substitute store's account password with your e-mail's account password.
In my experience:
1. Registrations are bad bacause:
- people hate regitrations
- some people just don't understand password management process (if you ask them to create password, they do not understand what you mean; if you create passwords for them automatically, they do not understand what they are for)
2. Registrations are good because:
- your repeat customers like not to enter their contact data again
So, we just have that "remember me" checkbox; if customer feels she is probably will buy from you later, she marks it. Cookie is set to her computer, auto-filling contact details form next time. If "remember me" is cleared off with following order, we stop auto-filling form.
Therefore, you get all the advantages and no drawbacks. Is it not great? :-)
If checkbox is not marked, we try to recognize customer by her e-mail address for our backend purposes.
And, as mentioned above, customer still can access her profile using "silent password" in a link sent in confirmation e-mail.
[edited by: Morgenhund at 12:54 pm (utc) on June 6, 2007]
If you look at Kayako SupportSuite, they let you submit help desk tickets without having to create a password. The password is generated for you and you receive it via e-mail. If you want the benefits of order history, you can login to the web site later. But seeing how such a system has its vulnerabilities, I would not allow storing credit card details on the server.