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Orders not completed...

by Talltom1
19 replies
From time to time, I notice that I have orders that go all the way to Paypal for processing, where they are dropped without actually making the payment. Do you seem to have that too? Care to propose a theory?

Talltom
#completed #orders
  • Profile picture of the author Christian Sawyer
    If people are on a clicking frenzy, which can be the case, they will click through, but not purchase.

    I have actually done this several times before. It kind of is a subconscious thought...if that makse sense?

    Thanks,
    -Christian
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  • Profile picture of the author GarrieWilson
    To quickly see the price.
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  • Profile picture of the author Talltom1
    Let me explain - they are entering all of their shipping and billing info into the shopping cart (the shipping charges and order amount have already been displayed and accepted) - THEN they are going to paypal. They aren't JUST clicking on a Paypal button.

    Talltom
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    • Profile picture of the author Christian Sawyer
      That is very unusual...
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    • Profile picture of the author GarrieWilson
      Originally Posted by Talltom1 View Post

      Let me explain - they are entering all of their shipping and billing info into the shopping cart (the shipping charges and order amount have already been displayed and accepted) - THEN they are going to paypal. They aren't JUST clicking on a Paypal button.

      Talltom
      Oh well, in that case...

      What % is doing it?

      Could be some of the people are to stupid to figure out PayPal.

      -Garrie
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    • Profile picture of the author Ivancho
      Originally Posted by Talltom1 View Post

      Let me explain - they are entering all of their shipping and billing info into the shopping cart (the shipping charges and order amount have already been displayed and accepted) - THEN they are going to paypal. They aren't JUST clicking on a Paypal button.

      Talltom
      I got the same problem 2-3 month ago as long as I can remmeber, but later it just gone like a normal. Dont worry just continue with your business...
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    • Profile picture of the author Jason Moffatt
      Originally Posted by Talltom1 View Post

      Let me explain - they are entering all of their shipping and billing info into the shopping cart (the shipping charges and order amount have already been displayed and accepted) - THEN they are going to paypal. They aren't JUST clicking on a Paypal button.

      Talltom
      Here's what we do, and I promise you if you do the same you'll make more money.

      My assistant or myself will get on the phone and call them to find out why the order did not go through. We will also offer them some kind of discount for the hassle.

      We NEVER make it seem like the order failure was their fault. Instead we just want to find out what happened, and make sure they know we are there to take care of them. Many times, we will find out that people are having problems with Paypal. In these instances we give them an alternative payment method and a discount or bonus for the hassle.

      I can't tell you how appreciative people are that we follow up with them like this.

      And I can tell you it's added thousands of dollars into my pocket.

      These are HOT HOT HOT leads.

      As a salesman, it's your job to get in there and CLOSE them!

      Best of luck.

      If the leads are in a 3rd world country, use Skype to call them on the cheap. It's like 2 cents a minute!
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      • Profile picture of the author Shannon Herod
        Originally Posted by Jason Moffatt View Post

        Here's what we do, and I promise you if you do the same you'll make more money.

        My assistant or myself will get on the phone and call them to find out why the order did not go through. We will also offer them some kind of discount for the hassle.

        We NEVER make it seem like the order failure was their fault. Instead we just want to find out what happened, and make sure they know we are there to take care of them. Many times, we will find out that people are having problems with Paypal. In these instances we give them an alternative payment method and a discount or bonus for the hassle.

        I can't tell you how appreciative people are that we follow up with them like this.

        And I can tell you it's added thousands of dollars into my pocket.

        These are HOT HOT HOT leads.

        As a salesman, it's your job to get in there and CLOSE them!

        Best of luck.

        If the leads are in a 3rd world country, use Skype to call them on the cheap. It's like 2 cents a minute!


        Fantastic reply Jason,

        I am actually working on a program that will actually follow up with all my shopping cart abandonment.

        My system collects e-mail addresses the first step in the process. So if someone does not complete the order once I'm finished with the new product I'm developing it will actually follow up with everyone that does not complete the order.

        I'm looking forward to it and think it will really increase sales.

        That is one frustration I have not been able to overcome. Shopping cart abandonment is my arch nemesis
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  • Profile picture of the author Talltom1
    No - I'm not worried about it, and the bulk of these seem to come from third world places.

    But strange why they would enter all of their information, verify the pricing, THEN go to paypal....

    I've had a few of these during the past few months....

    Talltom
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  • Profile picture of the author Talltom1
    Jason,

    I've done that in the past. That's a great idea to follow up. However, I'm not too eager to call somebody in Pakistan or Zimbabwe (Hey, I live in Detroit, they'd have friends here) ; could send them an email tho.
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    • Profile picture of the author Jason Moffatt
      Originally Posted by Talltom1 View Post

      Jason,

      I've done that in the past. That's a great idea to follow up. However, I'm not too eager to call somebody in Pakistan or Zimbabwe (Hey, I live in Detroit, they'd have friends here) ; could send them an email tho.
      I'm not too keen on it either. Hence why I used the word "assistant" in there. However, there are many orders from USA, UK, and Australia that routinely fail as well and it's lost money not following up with anyone who's going through the trouble of filling out the info in your shopping cart.

      And hey, you might even meet your new best friend in Pakistan. I try to keep an open mind about all countries, even Nigeria. There's quite a few Nigerians here at the Warrior Forum that are stand up folks! Yet most of us avoid them like the plague.
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  • Profile picture of the author mbrown
    Jason,

    Good tips, we do something similar. We use 1shoppingcart over here and one thing that helped prevent failed orders was to use paypal's web payments pro and allow them to enter their credit card right there from our site as well. As a result, we had 1/3 less hangups. Of course the follow up phone call works great and often times we find out that they tried to order 2-3 times and for whatever reason it wasn't accepting their paypal order.

    It seems like more orders can be lost through paypal because paypal typically makes a customer leave your site to make a payment. Using webpayments pro keeps them there to fill in their info.

    It cost $30 a month to upgrade to webpayments pro with paypal but we've found it made us thousands on end so far.
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    • Profile picture of the author Jason Moffatt
      Originally Posted by mbrown View Post

      Jason,

      Good tips, we do something similar. We use 1shoppingcart over here and one thing that helped prevent failed orders was to use paypal's web payments pro and allow them to enter their credit card right there from our site as well. As a result, we had 1/3 less hangups. Of course the follow up phone call works great and often times we find out that they tried to order 2-3 times and for whatever reason it wasn't accepting their paypal order.

      It seems like more orders can be lost through paypal because paypal typically makes a customer leave your site to make a payment. Using webpayments pro keeps them there to fill in their info.

      It cost $30 a month to upgrade to webpayments pro with paypal but we've found it made us thousands on end so far.
      Ya know, I've never even used the "Thanks" button here in my life.

      I just did for the first time!

      That's a very good thing to know. I wish I would of known that many months ago. However, we are switching over this week to Powerpay and Authorize.net to avoid the Paypal issues.

      But it's still a damn good thing to know. Much appreciated.
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  • Profile picture of the author David Maschke
    The ordering process is just insane sometimes.


    Buyer: "Here, take my money"

    Seller: "No. First fill out this form. Check this box. Would you like to add this too? Now fill in the letters and numbers into the verification box for security reasons.

    Would you like to subscribe to my newsletter? Now review your order.
    Why don't you take two or three days to think about it, and get back to me if you really want it."

    It's like a contest who can throw the most stumbling blocks into the paths of their customers.


    Dave
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    I

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  • Profile picture of the author Talltom1
    Michael & Jason,

    I'll contact these latest people, and find out the cause for the dropped orders (is it Paypal??). I didn't fully appreciate that Paypal can hang up and cause the order to crash. Also the web pay pro sounds like something I should check out as well.

    Thanks guys.

    Talltom
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  • Profile picture of the author Talltom1
    "Ya know, I've never even used the "Thanks" button here in my life."


    Whoa....easy on that button there, big fella, sllllloooowwwwly back away, no sudden moves....
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  • Profile picture of the author Bev Clement
    It depends on the order process or the company you use. I wanted to buy a product which was using 1shoppingcart. I did everything necessary, but it failed because my Paypal account is in the UK, and at the time I was in China.

    The owner contacted me and asked if there were any problems or anything they could. It was a simple solution of me contacting 1shoppingcart to verify who I was. Once they did that, my information went on their file permanently, which means I never have the same problem again when I buy from anyone using 1shoppingcart.

    Also use Skype to contact them, it is a cheap way, you could even send them a nice chat message asking them what the problem is, and explaining you didn't want to telephone because of the time difference.
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    • Profile picture of the author Talltom1
      OK,

      Well I'm sending an email over to the (potential) client in Pakistan, to inquire about a possible PayPal problem.

      I'll update the thread in the morning!

      Talltom1
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  • Profile picture of the author Debbie Songster
    This probably depends on the type of product you are selling but my experience with my stores has been less than 10% of my customers use the Paypal option.
    I offer 2 different payment options - credit card and Paypal.
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