email to customer before PayPal payment tag is returned

vinceg said 2 years, 7 months ago:

Our store works about as well as we hoped it would, considering it is half-baked already with a QSC template. It looks good and is responsive, but there’s one big hole in the process……
When a buyer clicks on the button and gets sent to PayPal for payment processing, QSC generates an email to the buyer, telling him/her that an order was placed, that payment will be made to PayPal, and that the buyer owes whatever the total amount is.
The problem is if the client chooses the “Cancel and return to store” option on the PayPal site, no notification of the cancellation is emailed back to the buyer. PayPal does send a token back to the store, and the order is marked as cancelled, but unless the store owner monitors this in real time, the customer will not receive any indication that the store knows about the cancellation.
It’s worse if the customer simply ignores the PayPal process (navigates away from PayPal, for example). Now they have the email of the order, and nothing else. The QSC order file simply lists the order as “New”. If the buyer chooses to click the link in the email to review the order, they get a page that tells them essentially the same thing that the email says, but there’s no way for the buyer to make a payment!!!!!!!
There is a simple fix to this poor design and even worse customer experience: delay the sending of the email until after a payment token is returned from PayPal. If it comes back Paid, indicate that on the email. If it comes back otherwise, indicate that. If it does not come back at all, don’t send any email. The order can remain in the QSC order file, and the store owner can choose to contact the buyer, but that would be at the store owner’s discretion.
GoDaddy tells me that there’s nothing that can be done about this, and that is simply an inexcusable response.
I’d like to hear from other developers/store owners with their views on this issue. Feel free to Post against this topic. I will be monitoring it and will respond to all reasonable responses.
Thanks,
vinceg

chrisg said 2 years, 7 months ago:

Dear vinceg,

These are understandably some valid concerns as well as good suggestions on how to better improve upon the order process with PayPal purchases in a Quick Shopping Cart site. For this reason I have forwarded this information to the appropriate development team who will be reviewing these comments and suggestions.

If you would like to make any further suggestions or comments regarding how we could improve on our services, please feel free to submit these directly to suggestions@godaddy.com.

Christopher G.

jcmachado said 2 years, 7 months ago:

I have talked to Godaddy so many times about this and nothing… You have no idea how many “confused” clients we have because they get an email BEFORE they actually complete/paid the order. This is not something difficult to implement for the developers…

Godaddy, please … please !!!! get this done/fixed!

JerrodH said 2 years, 7 months ago:

Hi @jchmachado, @vinceg,

In our next release, that is scheduled for next week, you will see a preference added to the PayPal configuration age in your Quick Shopping Cart Administration Console. You will be able to set this preference to either send the email to your customer when they complete the payment on your site (how it works now) or after they complete their payment on PayPal. If you set it to after they complete the payment on PayPal setting this will solve the issues your customers are currently experiencing. We sincerely apologize for the inconvenience this has caused you and your customers.

Jerrod

JerrodH said 2 years, 7 months ago:

Hi @jchmachado, @vinceg,

In our next release, that is scheduled for next week, you will see a preference added to the PayPal configuration page in your Quick Shopping Cart Administration Console. You will be able to set this preference to either send the email to your customer when they complete the payment on your site (how it works now) or after they complete their payment on PayPal. If you set it to after they complete the payment on PayPal setting this will solve the issues your customers are currently experiencing. We sincerely apologize for the inconvenience this has caused you and your customers.

Jerrod

jcmachado said 2 years, 7 months ago:

Thanks a lot JerrodH.. I will report back as soon as this new feature is out and we can test it. QSC is a decent product, it just needs some small fixes to make it GREAT ! I will kee you posted.

Do you know anything about the freedom of mofiying the INVOICE? There are a lot of posts about it and haven’t heard anything from you guys (other than the standard/template response).

Thanks

chrisg said 2 years, 7 months ago:

@jchmachado,

We actually do allow you to customize the Header and Footer of your invoices in Quick Shopping Cart. Details of how to do this are described in the following article below:

http://support.godaddy.com/help/article/3203

If this is not the type of customization you were looking for, could you elaborate more on what you would like to see?

Christopher G.

jcmachado said 2 years, 7 months ago:

We know that’s possible. What is NOT possible is to decide what to print in the invoice. You have a table SET for the order and that’s it.

Let’s say I don’t want to print the price/etc for a “GIFT” order. There is no way to do that.

Most vendors, like us, we want to use the invoice as a packing slip too, but it’s near impossible to change the location of the test printed in the invoice to make it fit in the packing slip sleeve you want to use.

You can read more threads about this need, i.e:

http://support.godaddy.com/groups/quick-shopping-cart/forum/topic/packing-slip-pick-slip/

chrisg said 2 years, 7 months ago:

@jchmachado,

Thank you for the feedback. Yes, I completely understand how this would be a benefit to many of our Quick Shopping Cart customers. I will personally forward this information over to the appropriate parties for review with our Quick Shopping Cart developers.

As many of the comments and concerns for this feature are already being addressed in the Community URL you mentioned, I’m sure any updates to this will be posted by our development staff on the same thread. I would keep an eye on the thread and give any additional feedback there so they can keep a note of this.

Christopher G.

JerrodH said 2 years, 7 months ago:

Hi @jchmachado, @vinceg,

The PayPal functionality discussed above is now available for you to change on your PayPal Configuration Page. Also, please send your detailed ideas about being able to customize the invoice even further to suggestions@godaddy.com. Every one of your suggestions are read carefully and forwarded to our team for consideration. The more information you provide the more precise we can be if/when we implement your idea.

Hope this helps!
Jerrod

jcmachado said 2 years, 7 months ago:

THANKS A LOT Jerrod!

Great job! Now tell me when is this one going to be fixed/added

“We know that’s possible. What is NOT possible is to decide what to print in the invoice. You have a table SET for the order and that’s it.

Let’s say I don’t want to print the price/etc for a “GIFT” order. There is no way to do that.

Most vendors, like us, we want to use the invoice as a packing slip too, but it’s near impossible to change the location of the test printed in the invoice to make it fit in the packing slip sleeve you want to use.

You can read more threads about this need, i.e:

http://support.godaddy.com/groups/quick-shopping-cart/forum/topic/packing-slip-pick-slip/

”

Deleted User said 2 years, 7 months ago:

@jchmachado

Unfortunately, we can not comment on when this will be added or fixed. I can promise you that your ideas are being heard and our developers take these suggestions into consideration. Please forward any additional ideas you may have to Suggestions@GoDaddy.com and keep your eyes on the Community for future releases. Thanks!

-Clint

vinceg said 2 years, 6 months ago:

We are grateful for the option to send the email after the payment process has been completed. You guys did such a good job with it, we have another suggestion to improve the customer experience. Today if a customer clicks the Pay button and is sent to PayPal, and then they either navigate away or have trouble on the PayPal site (we’ve had 2 customers tell us the site just froze), the order appears in our store order inventory as “New” but the customer cannot see it in their order history if they log in later. There’s no way for the us or the customer to re-initiate the payment process. Today, we see the order, and we have to call the customer and either cancel the order and ask them to re-enter it, or we have to handle it as a manual credit card payment.
I suggest that the order be made visible to the customer, with the status that it has not yet been paid, and provide the ability for them to select it and re-initiate the payment process. At least one way this could work would be to leave the items in their cart until you get the payment token back from PayPal. That way the customer will see the products when they log back in and check their shopping cart, and can re-initiate payment.

If jchmachado is reading this post, my thanks to you for applying pressure to get the email fix done. If you think this other suggestion has merit, I invite you to join in the chorus. BTW, I’m in Cliffside Park myself.
Thanks to all,
vinceg

jcmachado said 2 years, 6 months ago:

The NEW order status is a problem for us and I totally agree with you. The client needs to be able to log back into the system and finish the order if they want to… You have no idea how many hundreds of incidents like this we have every month.

Another BIG BIG BIG problem for us is the invoice/packing slip issue. We need more people sending their comments to suggestions@godaddy.com and posting in the forums to get that done.

We as store managers need to be able to modify the invoice in any way we want. QSC already have all the variables in place to be able to do it. It is not that difficult to acomplish from the Software Development side. Just give us the option to use the default as it is now, and the option to modify it in any way we want.

glownat said 2 years, 6 months ago:

Funny that this topic just got resurrected. Our store just launched and we already have faced this issue. Actually, we thought we had an order because it is in there as a new order, but the customer never completed the transaction. She got interrupted before paying through paypal. Since registration is not intuitive (!) and on the same page as checkout, she didn’t do it, so she can’t log in to complete the transaction. Now we have an order in limbo, and an unhappy customer, and we’ve only been open for 2 days!

As a test to see what went wrong, we did a test order and abandoned it, and since we are registered, we can log in to complete the transaction, but if you aren’t registered, is there any way to do it??

Overall, we’ve been really happy with our QSC, but these little issues keep cropping up, that are standard practice on other sites. I hope they get worked out quickly.