Forum Moderators: buckworks
Sometimes this is easy, sometimes it takes so long that I give up and go away. But even when it is easy, I generally get fed up with having to register, check my email, log in and remember all of this the next time or keep records. And then there is the fear of getting spammed.
I can think of several occasions in the last month where I have simply gone to another web site and purchased from there, simply to avoid yet another pain in the neck registration process, or to avoid scrolling through my old emails to locate the password. Sometimes the other site has even been a bit more expensive, but my time is also money.
So I would be interested in hearing why eCommerce site owners have increasingly gone down this registration route. I can understand the marketing appeal. Marketing people love to have databases of customers. But from a customer point of view it is a real turn off.
But ultimately it's up to them. On the final page we give the option for you to add a password (we use the email on the account as the initial log in)
Shipping is part of the cost. I am not registering to see your prices.
... like being able to track their order online and having their shipping and billing information ready for the next order.
This is fine but when I buy something online I am almost always doing so as a one off purchase and I have no concern for the next order. Clearly the website owner is hoping for a long term relationship with the customer but the customer seldom thinks about this.
Shipping is part of the cost. I am not registering to see your prices.
I agree 100%. This really angers me and I never do business with sites that operate like this.
:) of forcefully registered customers, who were just scared of their info being sold to somebody else.
If so it proves that they don't want to register and they don't like being forced to register, which is what the thread is about.
If that is the case, why would any site a) insist on registration before viewing final prices or anything else of importance, and b) use the word registration during checkout? Surely people are registering in a way anyway when they are checking out, and all you have to do is give them the opportunity to enter a password of their choice so they can check the status of their order, checkout quicker next time etc. That's certainly the approach we take, so we have a normal checkout but an option to sign in if you've been through it before and you wish to use your previous information.
The other thing is the type of product you sell - if it's a regularly purchased consumeable, and you have a high rate of returning customers, I'm sure they would be grateful that they don't have to fill in their address etc every time they shop. If you sell one-off items, then there's no need to offer this.
That said, we still get queries from customers asking how they can register on the site, so there's no winning!
But I do not call it "registration" on my website. When a first time customer orders I display the site with a field for "returning customers" and ask new customers to type in their address and ask for a password so they can check the status of their order and track the parcel once it's shipped.
But the main reason why the number of websites that require customer accounts is so high is much simpler in my opinion: The functionality is preset in in many shoppingcart systems like OSCommerce.
Just because they don't ask you to register don't mean they don't hold your details in a database.
I agree all prices shoud be displayed upfront though.
I just want to;
1. select a product.
2. add it to a shopping basket.
3. check out and enter card details.
4. receive/download product.
5. never hear from, or go to, that web site again until I decided I need to buy something from it.
1. select a product.
2. add it to a shopping basket.
3. check out and enter card details.
4. receive/download product.
5. never hear from, or go to, that web site again until I decided I need to buy something from it.
I like that process myself. So much so, that I've implemented it with client sites. We have both a "Registered User" and an "Anonymous User" checkout process. We let the client know up front that they can checkout either way, it's up to them. If they register, we can store their entered information (no CC data is stored). There are benefits for registered users and those who wish to take advantage of them, can. Those who don't can breeze through the "Anonymous" checkout process as described by bouncybunny above.
I usually find that if I don't like something, many others are of the same mindset. Its nice to nip it in the bud before it becomes a major issue. And this particular part of checkout is where you can make or break the site.
- the customers want to keep track of their orders, develop purchasing or wish lists, and utilize a one-click reorder function, and maintain an address book with multiple shipping locations.
- the site has to integrate efficiently with the back end - accounting and logistics - and, particularly with customers who are on invoice terms, only certain people are authorized to order. We also have to deal with branches with different buying levels, etc.
- Busy people don't always like re-entering their information over and over. We frequently heard "why can't you remember us?" with previous ecommerce packages.
- we're not unwilling to show tax and shipping charges ahead of registration, but in order to do that, we're going to need a city, state and zip code at the very least. To me it's just as bad to have the anonymous user type it in once to get the quote, and then again to place the order, as it is to have them log in.
- we want to track information on abandoned shopping carts.
Everyone is effectively registering anyway, as soon as they place the order. The only difference is the password, and at what point in the process they fill all this information out. I'm working on making the latter part easier. But I don't have any problem with requiring the customers to register. And I don't have any problem registering on sites from which I purchase for myself, either. I know how important the information is.
I recently signed up with my gas company's website so I could see my most recent bill online. They forced me to choose and fill out *5* personal questions, choose a "site key" picture and confirm my account with specific questions of usage from my last bill. Just to see my gas bill online!
This is such a normal thing now on the web - but nobody ever complains about Adword's system do they....
It's just a case of getting used to something, and feel the complainers are in the minority.
It's just a case of getting used to something, and feel the complainers are in the minority.
This is something the public wants to get "unused" to. With all the publicity about the security of personal data, etc., forced registrations during checkout may be leading to lost sales.
From my perspective, "Anonymous Checkout" is an added plus in the sales process. If you don't have "Anonymous Checkout" now, try some testing, see how it works. I'd be willing to bet that sales increase.
Using the word "register" instead of billing info / shipping info.
if you selling 5 buks items it's ok I guess, if they are trusting you with their CC Info and buying a tractor or $5000 diamond ring then it is a different mentality.
Straight forward: billing info / shipping info. Shipping price matrix is an html table 2x3, running a promotion, make it 3x3.
---Why do ecommerce websites increasingly require customers to register?---
me :
1. To prevent fraud
2. and handle phone calls from customers that just happened to impatient and want to know what the order status is that they placed 30 minutes ago via email its 1-2-3.
Password thingy: you don’t need to force them to create one, just ask if they want to make one them selves or rather get on in the email with the confirmation of the order.
And there you go, you got email, billing shipping and a password.
or maybe I am wrong...
They forced me to choose and fill out *5* personal questions, choose a "site key" picture and confirm my account with specific questions of usage from my last bill. Just to see my gas bill online!
Truthfully, if a determined hacker decided to hack my account and pay my bill, I'd probably be okay with it. :)
All kidding aside though, I guess I can see why they implement tight security (although I think they may be going a bit overboard with that many questions). I could see a disgruntled person trying to get back at a neighbor by trying to hack into the neighbor's account and have the gas (or electricity or whatever utility) cut off. There's the inconveninece factor (utility turned off and potentially 1-2 business days to get it turned back on), as well as possible fees for turning off/on (although in the end they may be waived when it's determined the owner didn't actually authorize it).
I'm sure this probably is too much for most areas, for our customer it was a success.
nerd.
Still, there are benefits to having the customer register, so by providing the avenue if the customer so desires is a good practice.
Some stores provide new customers the option to register AFTER the transaction has completed. It then stores the information that was used for the purchase.
Would anyone be turned off by not having the option to register?
the_nerd, you have me considering making the email address optional too....
the_nerd, you have me considering making the email address optional too....
That might be a good idea ...
I think of telling customers:
look, we don't really need or want your email-address.
But if you decide to tell us your email address, we can (pls. check what you'd like)
0 let you know when we get your payment
0 let you know when your order is shipped, and we
0 can inform you if something should go wrong
0 and if you really like, you can even receive our newsletter that is sent out twice a year. No more.
your email address: [ ]
I wouldn't "pre-check" any of the checkboxes, let the customer decide.
You can include a link to an order tracking page in the order notification email that contains the ORDERID. All the customer has to do is click that link, then type in their email address to confirm it's them to see the order status.
No registration required.
Besides, most people don't use those silly wish lists unless it's a bridal or baby registry. Sites like Amazon are different as they're doing wish lists more as a social media thing opposed to some lone web site with 20 customers a day with a 'wish list' - yawn.
FWIW, if I can't checkout without registering, you just lost that sale.
