Requiring customer agree to shipping terms at checkout
-
I work for an ecommerce company that has many of its shipments go by LTL freight. Our customer service team has issues with a few customers per month that aren't equipped to receive freight shipments which leads to returns and other issues.
In an effort to better inform our customers, the customer service team is requesting that we add a checkbox to the checkout that requires customers to agree to our shipping and returns policy, including a link to the policy page.
I am wondering how concerned people here would be that requiring the customer to check a box agreeing to those terms would lead to more customers abandoning during the checkout process. Or do you think it's not a concern? Thanks for your thoughts.
-
I suspect that some of your clients are naive not reading the conditions or not paying enough attention, in any case, a few people a month are the exception rather than the rule, you have nothing to worry about if this is not more than 1% of your clients
-
@BarronDesigns-0 Yeah, our CS team is asking for this as a CYA method. Glad if you're not feeling like it's not costing you orders. I agree, I think very few customers would actually read it, so I don't see much value besides CYA either.
-
@CATnUS Thanks. The way that our CS team wants to do this, is to make the checkbox required as a CYA method when we run into shipping issues. It sounds like you'd agree that there is a real concern of customers being scared off by a required checkbox, is that correct?
-
@Kyle_M It's possible that requiring customers to check a box agreeing to your shipping and returns policy could lead to some customers abandoning the checkout process. However, it's also possible that it could have the opposite effect and lead to fewer returns and customer service issues related to shipping.
It's difficult to say for sure without testing it on your site, but one way to minimize the risk of customers abandoning the checkout process is to make sure the checkbox is clearly labeled and the link to your shipping and returns policy is easily accessible. You can also consider explaining the benefits of agreeing to the terms, such as ensuring the customer is aware of the shipping process, and how it will help them in case they need to return the product.
It is also recommended to make it clear that this checkbox is optional, as some people may feel that they are being forced to accept the terms and may leave the website.
Ultimately, it's important to weigh the potential downsides against the potential benefits and test the change on a small scale before rolling it out site-wide.
-
@Kyle_M absolutely do not do that only thing you have to do just check ox for privacy and policy other than that they leaves your website
so, you have to put your return policy on the website separably and also put them on the privacy policy page which the customer required to agreed with that do not do any more steps and more check box
for more information I need to see your website -
@Kyle_M
We are in the same boat & require customers to check a box agreeing to terms and conditions just before submitting the order (so they have already input shipping and CC info). I don't think it contributes to abandoned checkout BUT I also don't think that anyone reads it. So in essence it is just a CYA....which I know my CS team appreciates.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
How to Increase Website Visibility on Google and Bing?
I am working on an e-commerce niche website and I aim to rank higher on Google to drive more traffic to my website. Any suggestions?
Link Building | | digitalenginehub0 -
Over Optimised Magento Pages
We are working on a clients Magento site and we've added new copy which has a decent keyword density which is in line with best practice. When we run it through Moz we are getting a Key Word Stuffing alert saying the page has 27 keywords, where we can only see about 11. This is the page https://www.greatbeanbags.com/bean-bag-cushions The client is pushing back saying the page must have already been optimised before as our new copy has triggered the stuffing alert. But my guess is the page was already stuffed but buy some Magento code we can't see. Any ideas? #magento #Keyworddensity
Content Development | | Marketing_Optimist0 -
Optimizing shop content for desktop and mobile users
When arranging content on a shop category page I place a descriptive optimized opening paragraph of text above products. On desktop this shows both the opening text and the products above the fold (visible here https://www.scamblermusic.com/royalty-free-music-downloads/ - also shown on the screen grab below). The text may well be ignored by most visitors (who will likely be drawn straight to product images) but it still serves a purpose. dekstop.png When it comes to smaller mobile screens I have started to disable the opening paragraph of text (above the products) and instead place a copy of it below the products, (screen grab below). This keeps the optimized text on the page, but it means that mobile users instantly see products rather than having to scroll past text that they may see as inconvenient. mobile.png I'm conscious of the fact that Google indexes mobile content first, and it also doesn't like duplicate content. I therefore have three questions relating to this: Will moving the optimized text content below all the products to the bottom of the page devalue it (I understand important content should be as near to the top of page as possible)? Although the optimized paragraph of text only displays once on desktop (at the top of the page) and once on mobile (at the bottom of the page) it is actually visible twice in the source code - does this count as duplication, and could it therefore hurt the performance of the page in SERPs? If this practice does cause issues, is there an ideal way to optimize content on pages (especially shop category pages) that doesn't require mobile users to scroll through text before seeing products? Lastly, on topic optimized landing pages that feature product promotions such as this one - https://www.scamblermusic.com/royalty-free-music-downloads/music-licensing-scotland/ - I wonder if it is best to lead with an optimized text introduction above product images, or better to place the products right at the top of the page for immediate impact, then follow this with the content/article/blog post? Many thanks for any advice offered.
On-Page Optimization | | JCN-SBWD0 -
Introduce customer reviews and ratings onto our product pages
Hi, I'm looking to introduce historical customer reviews onto our product pages but i want an opinion on whether a product page that's indexed will jump from 0 reviews to possible 30+, what if any problems that could arise from this.. For a bit of background, we've been collecting customer reviews/ratings since 2015 on our internal system. I'm only looking to start using feedback from 2020 onwards. The current set up is that the product page will display the latest 30 reviews, on the same page is a link that will take the user to another page where they can review all the customer feedback. I'm using Google Schema to markup the text to ensure it is firstly understood by google and displays correctly too. So back to my original question. Will an e-commerce product page that currently has no customer reviews that is indexed, been seen differently if when the next time it's crawled its found to have, say 30+ reviews? Are there any implications this way? What's your experience? I look forward to reading your feedback.
Technical SEO | | Train4Academy.co.uk
Thanks0 -
Tips for interview with large electronics company / focus on brand magazine?
Hi all, I have a second round of an interview on Tuesday for a large / internationally well known electronics & household appliances company. They are producing an online brand magazine (target group: millennials) with tips on how to use their products, among other things (e.g., how tech makes life easier). I'm not new to writing / content/copy writing, but new to SEO in the grand scheme of things - I have experience in writing blog posts, social media posts, and articles with an SEO focus, and I'm taking a course currently. But the scale on which this would be SEO focused writing is something I don't have direct experience in. The person I interviewed with is the person I'd be working with, and we got along very well - the second interview is with them and their higher up, who I need to convince. However, they did originally want someone SEO focused, so the interviewer asked me to prepare to talk about a variety of things to see my knowledge / what I could research. They include the brand magazine, using SEO with their brand / brand-focused SEO, how the brand can support their magazine, and keeping the SEO organic so the traffic goes there naturally - there isn't a plan to market the magazine on social media. Do you have any tips or resources for this so I can read / watch / learn and speak intelligently on this topic? I have a trial of Moz's pro search bar - anything there that could give me advice on tips to give them? Thanks in advance!
Jobs and Opportunities | | bernrc0 -
Customer journey / customer drop off
Hi All, I would like to understand how visitors navigate through my site and find out where the main drop out areas are (i.e. what pages / sections of the site do users leave on). I will then be segmenting by mobile, tablet, new visitor, returning etc. to see how the various subsets of users behave. To do this I generally do the following: Identify main sections of the (ecomm) site: homepage, category pages, product pages, cart, checkout 1, checkout 2, checkout x, payment confirmation. For each section above I either use a segment to isolate that section of the site, either by regex or a simple page selector and apply to the Audience >> Overview report and record the resulting session count. OR I filter the Behaviour >> Site Content >> All Pages report to isolate the various site sections and record unique pageviews. I then plot these figures horizontally under a heading for each section of the site representing a flow between the pages of the site with a calculation showing the difference between each section of the site which represents user drop off. Hope that makes sense. What I am interested to know is, do you have any better suggestions to the process laid about above. Do you see any issues with this process?
Conversion Rate Optimization | | datarat1 -
Site Customisation - Urgent Input Required!
Hello, We are currently setting up a way of customising a client's site based on PPC campaign. I am wondering whether or not there are any SEO issues we need to be aware of. Overview Our client’s site, as accessed by a user through Google Organic, will be the complete site; the same site Googlebot will see. The site, as accessed by a user through a particular Google Adwords campaign, will return a customised version of the site. How the Customisation is Happening The Adwords campaign will be set up to target a particular region, using Adwords’ built-in location targeting. Its ads will link to pages on the regular site, but each URL will be appended with a URL parameter that will trigger the customisation. A cookie will also be planted in these users’ browsers to ensure that the customisation continues as the user browses from page to page on the site. The majority of the content will be the same but the site will promote a particular store of the client, one local to the searcher. Other stores won’t be promoted on this customised version of the site. SEO Thoughts All pages will have canonical tags on them referencing the original, unmodified version of the page. I personally can’t see any issue with regard to SEO because we are approaching this in the spirit of helping the user. But with launch on the horizon I am starting to worry slightly and would welcome the feedback from anyone else here – are there any SEO issues that may arise from this?
Conversion Rate Optimization | | xerox4320 -
Create better conversion at checkout?
I'm getting extremely poor conversion rates at checkout..would like to hear some ideas to increase checkout. Last month we had 60 users who added to cart, and only 7 who converted. We offer merchant CC, PayPal, and GCO, so I don't believe payment options is the reason for the exit. Any ideas?
Conversion Rate Optimization | | William.Lau0