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The new checkout uses a wrong strategy, penalizes sales by adding uncertainty to the purchase phase #15406

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maofree opened this issue Sep 4, 2019 · 13 comments

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@maofree
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commented Sep 4, 2019

Hi
with the new checkout there is a big problem, very often people stop at the first step, registering only username and password without continuing in the next steps. The main problem is that if the steps of the various purchase phases are hidden, it certainly does not encourage people to complete all the information, they often get stuck without continuing. Why not use a checkout with open steps as they are present in the modules you addons.
In the end I don't understand these new solutions, I don't think it's so difficult to understand things customers want.
Using these additional modules adds compatibility problems with payment modules, courier modules, e-invoicing modules and management costs, as well as new errors.
I hope that in the next 1.8 certain solutions will follow a more standard and sensible logic.
I already know that in 1.7 you will not make changes.

this should be a good solution
https://addons.prestashop.com/it/express-checkout/42005-the-checkout.html
I do not understand why going to use a solution where the only strategy is to channel the customer to the purchase, neglecting the fears of customers, especially those who make the first purchase. The best solution is to make the whole process transparent and visible just to instill confidence and encourage them to purchase, without having to hide anything

so I need to pay 200€ for a single module and if I support 20 companies I should spend 4000€ for what? for a bad strategory made from Prestashop?
you should do regular solutions, and only if I want to try different solution I'll buy it from Addons
you should meet the demands of shopkeepers who depend on computer systems, and you should be more responsible for making choices, some including this, because in some cases they may be okay

on 1.7 there is another bad solution:

  • each combinations have an url (too many errors there are with this solution)

all the rest is fine, but these 2 things are absurd, they are pure experiments that can be good only in some cases, instead you have made them by default creating problems and going against the current. Do not respond with the usual banal phrases caring about the consequences of certain decisions. This checkout is really a stupid solution.
I'm really angry, because I saw that it decreases the number of orders (don't come and tell me that it can depend on many factors, because I know the data of the companies I follow and I see a large number of people who register without adding addresses and now they are forced to waste time buying checkout modules on addons)

bye

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Additional information
PrestaShop version: 1.7.6.1
PHP version: 7.0

@khouloudbelguith

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commented Sep 5, 2019

Hi @maofree,

This behavior is fixing some issues:
#12456
#13126
#14846
#11750

Thanks to check & feedback

@maofree

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commented Sep 5, 2019

Hi
sorry but I speak about the strategy used in the new checkout not about a bug
I want all steps opened without the continue button. All blocks should be visible not hide like now.
The current solution does not inspire confidence in the purchase at all and many companies tell me that there are many more abandoned carts and those that register do not enter address data. In my opinion Prestashop has reflected little on the consequences of certain solutions. The problem is that then Prestashop doesn't change strategy quickly

@khouloudbelguith

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commented Sep 5, 2019

@maofree, thanks for your feedback.
Yes, this strategy is used to fix some issues on the check page as I said before.
But, I will ping our Product team to discuss about this new behaviour
Ping @PrestaShop/prestashop-product-team what do you think?

Thanks!

@maofree

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commented Sep 5, 2019

thanks for listening to me

@rdy4ever

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commented Sep 14, 2019

If you ask me, "Order with an obligation to pay" button scares more customers than this kind of checkout process. The text on the button should be just "Complete order" or "Finish order". The term "obligation" has no place here.
As for this kind of checkout process, it's just a step-by-step checkout that is also used by other e-commerce solutions for a while now.

@LouiseBonnard

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commented Sep 25, 2019

@rdy4ever, I admit this wording sounds a bit frightening but it might be there for legal purposes... I'll check with the legal team before and let you know! From my point of view, Place order can be a nice alternative. :-)

@rdy4ever

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commented Sep 25, 2019

@LouiseBonnard I’m pretty sure you cannot force anyone to pay the order just because they use your check-out - legally speaking. Untill the very last moment when they actually pay for the merchandise (cash, card , bank wire, etc) they are at the liberty to default on the payment and/or refuse to receive the order. And if they have any doubt about their rights, that text on the button will only make them go away.

@LouiseBonnard

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commented Sep 25, 2019

@rdy4ever, @marionf, it turns out we can modify this wording, I've checked the legal team and it is not mandatory; the only requirement is that the client must be aware of his/her obligation to pay but it doesn't have to be written inside the button, it can be displayed in the terms & conditions pages. But that's to be precised on a merchant's side, not ours.

I suggest Place order (localized in both Shop.Theme.Actions and Shop.Theme.Checkout domains) then! If it suits you as well, I'll create an issue so that it can be taken into account for the next version.

cc @colinegin

@maofree

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commented Sep 25, 2019

Hi
however this problem on that button can be real but it appears at the end of the steps, the problem for me is at the begin, because now this checkout has increased the number of customers that finish their registration at the first step adding an account with only name, surname, email and password, without addresses. These steps should be visible to avoid doubts and fears

bye

@LouiseBonnard

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commented Sep 25, 2019

Dear @maofree, thanks for the issue, we did take note of your remark, be sure we will study and discuss it in the next few days, and keep you posted!

@LouiseBonnard

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commented Oct 3, 2019

Hello @maofree, to keep you posted, we've just talked about it. We do take note of this feedback, but the checkout is a big topic and it makes no sense to change one part without reworking the whole process. In other words, it won't be studied in the next few weeks but when we will decide to rework the checkout.

Meanwhile, I invite you to turn this into a suggestion in the User Voice so that other users can vote for your idea if they consider it important for their business as well, it will help our team estimate how demanded by the community is this feature.

@maofree

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commented Oct 3, 2019

Hi @LouiseBonnard
I know that it is big change, but it is not necessary that I ask for some votes, I've no time to do that. It is not so difficult to understand the motive to change the strategy about the checkout, on addons all checkout are with visible blocks, why do they do that? for the same motive, it is necessary to instilling confidence in customers without hiding anything from them because they are all fearful of taking scams.
I use and develop modules for prestashop by the version 1.2.5 and I help 20 companies so all of them don't like this new solution.
if you are a customer which solution do you prefer? with hidden steps or with visible blocks?
normally the second one, so by default you should offer the best solutions for each type of shop, and if somebody wants strange solution he can buy it from addons but you can't by default set an extreme solution right on the most important page of the sales site

bye

@maofree

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