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 -
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 -
Help: Trouble converting customers with new adwords campaign for a new site
I have just launched my brand new e-commerce site www.zenory.co.nz We are wanting to expand global as you can see we have com.au and also .com but due to our min budget we had to start with NZ first for organic search and a min monthly budget on adwords which doesn't come close to what our competitors are paying. Really is it worth paying out our limited budget with adwords? Or should be put that into ranking organic search. While we have only just started our adwords PPC campaign and I think it has only been roughly two weeks - We have had around 18 people sign up, to which we have a 3 step process, however, we are struggling to convert and complete a transaction which customer places credit card details in step 3. Does anyone have any ideas around how we could better optimize or perhaps make any suggestions? Our competitors spend rather large amounts of up to 3000k - 300k per month on adwords, and there is just no competing with that. Any suggestions I would definitely be open to... Thanks alot
Conversion Rate Optimization | | edward-may0 -
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 -
How to test unconditional free shipping?
Hi everyone, I am considering a switch to offering unconditional free shipping. By this I mean no minimums or contingencies. Before I do this I would like to be able to test the concept for a period of time, or for a section of my audience before fully committing. The issue is it will take a lot of time and $$$ to convert the website to market the free shipping properly. I have thought about using a promo code but I am not sure that will give a proper sample due to people getting confused. Has anyone seen how to test this concept? Thanks!
Conversion Rate Optimization | | Mjstout0 -
Checkout abandonment fix w/ Shopify?
Hey everybody. I run a digital product site on Shopify. Just wondering if anyone has any experience with on page fixes for checkout abandonment? On my site... 31% of people add to cart & never get to checkout. 66% of people reaching checkout abandon their checkouts. Obviously a lot of sales are flying out the window. Any advice would be greatly appreciated!
Conversion Rate Optimization | | PedroAndJobu0 -
How can I pass the Search Term into a lead form?
We receive lead forms from interested visitors that include their name, email, grade level, and academic goals, and we would like to also know which specific phrase they used when searching for us. I need to find a way to grab the referring keywords and pass them as a hidden form field. Can this be done, and are there scripts available that can do this?
Conversion Rate Optimization | | brycebertola0