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How to avoid PayPal's "Return to Merchant" button for my customers?

by KevinTorrence
7 replies
I market to a small niche related to the crafting world ... and now that sales are picking up, and because my customers aren't very computer/web savvy, I keep getting the same customer service question over and over:


"You didn't send me my downloads! When will I get them?"

I finally had to put up a disclaimer right under my buy button saying you gotta click that button to get everything ... along with a picture of what that little orange "return to merchant" button looks like.

Kinda tacky, but it helped some.

The thing is...

I know I've bought from others here on the Warrior Forum... and after purchase, it automatically takes me back to their site for download.


Anyway,

I was looking around the PayPal site a few minutes ago, and I see an option for "Auto Return for Website Payments".


But...

The way it's worded... it seems that after anyone buys from me from any of my sites, PayPal will auto redirect them to the one and only URL that I can plug in.

Is that all we can do with PayPal?

Any advice is appreciated!
#avoid #button #customers #paypal #return to merchant
  • Profile picture of the author KenJ
    I have exactly the same problem with my customers who can barely use a keyboard let alone send an email

    Every day I personally send a backup email to my customers with the download instructions.

    The email is pre-formatted in gmail so I just personalise each one.

    It is a few minutes work but it has stopped the complaints and the refunds.

    Kenj
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  • Profile picture of the author DougHughes
    Haha, that's funny, I just sent a special offer to my list and am in between carts right now so I used the Buy Now button in my Paypal Website Payments Pro account. Here's how I redirected them to the download page (this assumes you have a hosting account somewhere with your download page and links):

    1. Go to "Merchant Services."
    2. Click the icon that says "Buy now button."
    3. Fill in your information and go to "Step Three."
    4. Check the box that says "Take customer to a specific page (URL) after successful checkout."
    5. Add the URL of your thank you page (hosted somewhere by you).
    Voila! customers are redirected to the thank you page where you can give them detailed instructions on how to download everything.

    You might even help your customers and yourself by putting a screencast video or audio tutorial on the page they can click for detailed instrucitons. What ever you can do to make things easier for them and cut down on your customer service headaches.

    Hope that helps.
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    • Profile picture of the author KenJ
      Hi Doug

      I also do that for my paypal buttons but still some buyers manage to not get to the download page.

      I think they pay and then close the browser too soon.

      That's why I send a backup email. (I am referring to buyers who are not IM literate - they do not have a clue)

      kenj
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    • Profile picture of the author KevinTorrence
      Ahh... so you have a PRO account?

      I'm running a "Premier" account.

      Wonder if that's the difference?

      I've done all the steps you mentioned... but it takes people to the page with the button and then stops... waiting for them to click it.

      Now that I think about it, I haven't sat there and waited after doing some test buys myself. hmm

      I'd still thinking maybe it's the "PRO" account that helps ... yeah?

      Do I need to do anything special to get a Pro account?
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    • Profile picture of the author Dennis Gaskill
      Originally Posted by DougHughes View Post

      1. Go to "Merchant Services."
      2. Click the icon that says "Buy now button."
      3. Fill in your information and go to "Step Three."
      4. Check the box that says "Take customer to a specific page (URL) after successful checkout."
      5. Add the URL of your thank you page (hosted somewhere by you).
      Voila! customers are redirected to the thank you page where you can give them detailed instructions on how to download everything.
      Correct, but even at that, I've found that about 5-10 percent still write to me asking when they get their downloads. I'm guessing their browser or browser configuration doesn't allow redirects. So while using the redirect certainly helps, it isn't foolproof.
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      • Profile picture of the author duncanb
        I am glad that this topic has been highlighted for the benifit of anyone new to IM as this is complete waste of the merchants time. It would in the past would happen to me at least once a day,and as we all know labour is time and time is money!
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  • Profile picture of the author Dennis Gaskill
    I know what you mean, Duncan, but customer support isn't a waste of time, it preserves sales and image, but it sure can eat into productivity.
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