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 best to wrap anchor tags around a product tile
Hi Say I am on a Product Listing page on ecommerce website and I have product tiles which contain images and name/price underneath them. Is it better to wrap the whole product tile (image and name/price) in an anchor tag (linking to their product page) or to wrap the image and the name/price underneath in anchor tags separately (linking to the product page) ? thanks
On-Page Optimization | | jtiernanibm0 -
Unsolved Using NoIndex Tag instead of 410 Gone Code on Discontinued products?
Hello everyone, I am very new to SEO and I wanted to get some input & second opinions on a workaround I am planning to implement on our Shopify store. Any suggestions, thoughts, or insight you have are welcome & appreciated! For those who aren't aware, Shopify as a platform doesn't allow us to send a 410 Gone Code/Error under any circumstance. When you delete or archive a product/page, it becomes unavailable on the storefront. Unfortunately, the only thing Shopify natively allows me to do is set up a 301 redirect. So when we are forced to discontinue a product, customers currently get a 404 error when trying to go to that old URL. My planned workaround is to automatically detect when a product has been discontinued and add the NoIndex meta tag to the product page. The product page will stay up but be unavailable for purchase. I am also adjusting the LD+JSON to list the products availability as Discontinued instead of InStock/OutOfStock.
Technical SEO | | BakeryTech
Then I let the page sit for a few months so that crawlers have a chance to recrawl and remove the page from their indexes. I think that is how that works?
Once 3 or 6 months have passed, I plan on archiving the product followed by setting up a 301 redirect pointing to our internal search results page. The redirect will send the to search with a query aimed towards similar products. That should prevent people with open tabs, bookmarks and direct links to that page from receiving a 404 error. I do have Google Search Console setup and integrated with our site, but manually telling google to remove a page obviously only impacts their index. Will this work the way I think it will?
Will search engines remove the page from their indexes if I add the NoIndex meta tag after they have already been index?
Is there a better way I should implement this? P.S. For those wondering why I am not disallowing the page URL to the Robots.txt, Shopify won't allow me to call collection or product data from within the template that assembles the Robots.txt. So I can't automatically add product URLs to the list.0 -
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 -
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 -
Is checkout page setup (in regards to abandonment) this sensitive?!?!
About a week ago, I added a google checkout button (which wasn't really positioned well) & option to add a note on my checkout page for my site. Over the next three days, my cart abandonment was 100%!!!!! 16 customers got to checkout, but all of them dropped out... I was starting to freak out and finally took the google button & note option down. Since then, I'm back up to about 50% abandonment. Is the ecosystem of a checkout page really this sensitive? If so, holy S#$%! Just wondering if anyone has any general advice or links for me to study up on checkout abandonment. Maybe we can get a Whiteboard Friday discussing this?
Conversion Rate Optimization | | PedroAndJobu0 -
Shorter checkout form converts better? Or can it be harmful?
I've frequently read that the shorter the checkout form the better. My checkout form has the following fields: First name Last name Email Username Password Retype password Card number Card expiration date CVV code Billing street Billing city Billing state Billing zip Here's the thing. Since it's a web-app, I don't need the "billing address" as I'm not physically shipping them anything. Should I remove it? The no-brainer answer seems to be "yes", but I'm wondering if folks don't see any billing address fields, it may look suspicious. Conversions for having it and not don't seem to make much difference, so I suppose I'm looking for some tie-breaker opinions. The "password" and "retype password" fields could be eliminated by emailing the user's a system-generated password. But once again, could a user see this as odd or suspicious and then abandon? Even if I tell them I'll be emailing them a password? They could be sensitive thinking we'd email the wrong email address due to system error or their own typo. I could also eliminate the CVV and not validate against that. But once again, could a user seeing the CVV gone become wary? As much as I'd like to have "guest checkout' it's not feasible. The app is tied to a logged in account, which would also make eliminating the "username" impossible. Based on all the above, I could trim down the form considerably, but would I be doing more harm than good? I could A/B test it, but I don't believe I have a sufficient number of users to test against. Everything I buy, physical or online app, has an address field, so perhaps folks are accustomed to filling out this stuff and I should just keep it to align with user expectations? Thanks.
Conversion Rate Optimization | | bluekite770 -
E-commerce Customer Reviews/Ratings Solutions?
Hi all, Was wondering if based on your experience you could recommend E-commerce customer reviews/ratings solutions? Or if you prefer to use in-house built solutions. I currently have proposals from bazaarvoice, Shopzilla and Reevoo. Cheers
Conversion Rate Optimization | | Carlos-R0 -
Plural versus singular keyword terms...
Hi all, I am managing the SEO for my company. We operate in a small niche market in the UK, and so our online optimisation is proving fairly successful for our main key terms as there is not a vast amount of competition and our website is well established. However I am noticing a difference in ranking position (and quoted search volume - as per Google Adwords) depending on whether the optimised terms is in its singular or plural version. Now I can understand this where the difference in the plural or singular version may lead to a different search requirement by the user. E.g. as quoted by Rand elsewhere on this forum "Microsoft Office" and "Microsoft Offices" are quite different in what the user is looking for. However for our terms the users search requirements must be identical for the singular or plural. One example is "stainless steel shower tray" versus "stainless steel shower trays", we have optimised for both now, but still rank differently for each, by a couple of places. Why does Google treat these terms differently, when users entering the terms can only be looking for the same thing? Also, Google (in Adwords) seems to show different search volumes for the singular versus the plural. For most of the search terms, the singular seems to have more volume. Does anyone know how this is working in Adwords - i.e. is Google saying, for example, 150 searches per month for "stainless steel shower tray" and 100 separate searches for "stainless steel shower trays" (i.e. 250 in total), or 150 searches per month using a search terms that contains "stainless steel shower tray", of which 100 are "stainless steel shower trays" (i.e. 150 in total)? Thanks in advance, Gareth
Conversion Rate Optimization | | gdavies090319770