Seiya Posted December 11, 2010 Share Posted December 11, 2010 Hey all, We've just launched a new site and offer four payment gateways (Paypal, PayOffline, cashU and Liberty Reserve) and we have tested them all extensively. In the last 3 weeks we've been operational, roughly 40% of our customers signup, but dont complete payment for some reason. I was wondering how normal this is and if there is some generally accepted percentage you just have to write off. We have a very clear pricing page and we just dont understand why someone would go to the trouble of signing up if they dont intend to pay. The details dont look fake either so its no just so bot or tester. Any insights or advice would be most appreciated. Kind regards, Seiya 0 Quote Link to comment Share on other sites More sharing options...
BrianLayman Posted December 11, 2010 Share Posted December 11, 2010 Pick one or two and contact them. If you don't get a response, contact the next two.. It's an interesting problem.. I'm curious to know what you find out... 0 Quote Link to comment Share on other sites More sharing options...
Seiya Posted December 11, 2010 Author Share Posted December 11, 2010 (edited) Pick one or two and contact them. If you don't get a response, contact the next two.. It's an interesting problem.. I'm curious to know what you find out... Yes, I've already broadcast and email to all of them. I even offered a promotional discount to anyone who provided some feedback. I only got one response out of a few dozen and he said that the price was the concern - which makes no sense to me since he has already seen the price and gone through registration - why backout at the payment gateway stage? Its like walking into Best buy asking for the price of an iPod and then say great I'll take one and completing the guarantee form and then going to the checkout teller and when she asks you to pay you decide its too expensive. Thanks for the advice Brian! Edited December 11, 2010 by Seiya 0 Quote Link to comment Share on other sites More sharing options...
darek Posted December 11, 2010 Share Posted December 11, 2010 50% dropoff is very high ratio. Basically it means that your client wanted to buy something, but at the very end changed his mind. You should ask yourself why this happens? Price is rarely an issue, It seems like something disappoints your clients, and that's why they resign to pay for your product. Maybe the message you sending is not clear enought? Maybe something confuses them? You can test it by yourself. Just ask your friends, family to use your site. Before they do, tell them to notice anything that makes them not pay, and tell them to be brutally honest. It's the easiest way to know what the real issu is. And it's free, which is always good thing 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted December 11, 2010 Share Posted December 11, 2010 Hey all, We've just launched a new site and offer four payment gateways (Paypal, PayOffline, cashU and Liberty Reserve) and we have tested them all extensively. In the last 3 weeks we've been operational, roughly 40% of our customers signup, but dont complete payment for some reason. I was wondering how normal this is and if there is some generally accepted percentage you just have to write off. We have a very clear pricing page and we just dont understand why someone would go to the trouble of signing up if they dont intend to pay. The details dont look fake either so its no just so bot or tester. Any insights or advice would be most appreciated. Kind regards, Seiya maybe if you add you site to your profile or as a signature other may look and tell you what may be the problem. 0 Quote Link to comment Share on other sites More sharing options...
Foreigner Posted December 11, 2010 Share Posted December 11, 2010 That is high 0 Quote Link to comment Share on other sites More sharing options...
GORF Posted December 11, 2010 Share Posted December 11, 2010 We've just launched a new site And you most likely advertized in a few places to get the word out in hopes of some signups. One or more of those places probably attracts some of the "wrong crowd" that try to use stolen PayPal or credit card accounts. Or some may be familiar with WHMCS and hope you have not set up your products correctly and left "Automatically setup the product as soon as an order is placed" checked. Have you checked your Gateway Log? Are there alot of Denied transactions? This type of activity will drop off when they realize they won't get something for free from your site and when your "ads" drop down the thread lists if you promoted on forums. 0 Quote Link to comment Share on other sites More sharing options...
uberhost Posted December 11, 2010 Share Posted December 11, 2010 Any insights or advice would be most appreciated. Kind regards, Seiya Hi Seiya, I agree with easyhosting about linking your site so we can help. We're all friends here and we participate to give one another an honest perspective (there are exceptions to every rule, of course, but that is the way it works around here in general). Help us help you, Rick 0 Quote Link to comment Share on other sites More sharing options...
Aamnah Posted June 29, 2011 Share Posted June 29, 2011 Hey all, In the last 3 weeks we've been operational, roughly 40% of our customers signup, but dont complete payment for some reason. I was wondering how normal this is and if there is some generally accepted percentage you just have to write off. We have a very clear pricing page and we just dont understand why someone would go to the trouble of signing up if they dont intend to pay. How long is your checkout process? research shows that users are more likely to buy if they can do it all on one page. WHMCS offers 1 step checkout cart as well as 3 step and 5 step. 1 step is perfect, 3 step is good. 5 step is just stupid, im bound to change my mind if i get 5 times to do that. Also, how user-friendly is your cart? Maybe they get confused at an option. For example, people find the domain selection options confusing. So i changed the text saying 'I want HostingCompany to register a domain for me' to 'I want to signup for hosting with a new domain'. The last thing would be to check how good the shopping cart resembles the actual site. People tend to buy more comfortably if they think they are on the same site and not redirected to a different looking one. Its worth a try. Hope that helps =D 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted June 29, 2011 Share Posted June 29, 2011 I agree, higher than 25% is concerning The first issue is whether the account has been used simply to look round restricted parts of the website (such as network status, announcements, etc) If this is the case, then create a sample login for potential customers (this account has no priviliges to place an order) The next issue is whether the email address and/or address look realistic Following on from that are customers that proceed to place an order, but it is left as pending This suggests a payment processing issue I know earlier this week there was an issue with PayPal We include an instruction that if the PayPal payment fails, to submit a Support ticket and we will create a manual invoice thus saving the customer time, on completion we will then process and match the payment to the original order 0 Quote Link to comment Share on other sites More sharing options...
ethix Posted July 1, 2011 Share Posted July 1, 2011 While I don't disagree with anything that has been said I think TonsOfStores is more then likely on the right track. 0 Quote Link to comment Share on other sites More sharing options...
Bloory Posted July 1, 2011 Share Posted July 1, 2011 Is there a gateway log for Paypal? I can't see one in my admin panel, but maybe I'm looking in the wrong place My orders seem to pass my fraud tests... 0 Quote Link to comment Share on other sites More sharing options...
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