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Posted by mygifts2 on 06-Feb-2012 21:37 Report
The checkout saga.....
 I really think the checkout procedure needs to be addressed and a solution found.  I have just had a brand new buyer get very confused over it, trying to do the right thing.  She purchased 2 items, emailed me to ask if I combined postage and also if I would post directly to her son.  She then did checkout and was going to wait for my invoice, (paying with pp).  However, when she completed checkout, it gave her the message - please pay $xxx, which was the cost of the items only.

Fortunately she didn't pay the amount, but emailed me thinking she had messed up in checkout somehow, which of course she hadn't.  I had already sent the invoice just before getting this email and I answered her saying she was fine and to pay the amount showing on the invoice.

Checkout is fine if only one item is purchased as postage shows (except if the buyer requires registered) but of course no postage shows when more than one item is purchased.  Buyers that are used to the system know the procedure and know that the postage needs to be added, but a brand new buyer has no idea how the system works here and more and more lately they are paying the amount showing with paypal and the postage component is missing.  I had yet another one today who purchased 2 items, went thru checkout, requested registered post, and paid the amount thru paypal for the items only.  This was another new buyer.  I have once again emailed the buyer, explained the postage cost hadn't been paid, sent an invoice with the correct payment, and refunded their paypal payment.  I have not heard back, so probably another sale I have lost because of this.  Not to mention q/sales losing new members because 'it is all too hard'.
 
Replied by ellencol on 06-Feb-2012 22:23 (Ref 2331640) Report
 I have to agree with you MG, it would be better if, when multiple items are purchased the total of all postage was added to the item total then we could discount the difference, there has to be a better system than the one we have now because I dont think too many sellers have not encountered this problem.

Ellen
Replied by mygifts2 on 06-Feb-2012 23:18 (Ref 2331643) Report
 Hi Ellen.  I also think in checkout it should say 'I require registered post/proof of postage(the cost to be included in the invoice) instead of just I require etc.,  Buyers click this box, but nine times out of ten they think it is included in the purchase total, because it doesn't state that there is a cost for this.

I have emailed admin about this tonight, but I don't know whether they will take it on board.
Replied by pashmina on 06-Feb-2012 23:51 (Ref 2331645) Report
Totally agree with you MG2

Please get back to us and tell me what Admin have said to you

I'd like checkout fixed up AND the MAO system - that constant 'thorn in my side' issue, of losing sale after sale - via expired offers




Replied by magnolia134 on 07-Feb-2012 01:28 (Ref 2331658) Report
MG2 - this complaint comes up just so often, but it seems that admin can't/don't want to do anything about it.

I too think if more than one item is selected, then the total postage cost of both items should show automatically. It's always far nicer to be able to give a 'refund' than to have to ask for extra.

The whole business of the registered post option is also badly worded. A little note next to the checkbox should state that if the buyer chooses it,  there will (probably) be an additional charge made by the seller.

I also have lost potential buyers for the exact same reasons as yourself. Now when it happens, I no longer refund the PP payment, just send an adjusted invoice taking care of the extra owed (it may be necessary to create a seller's discount to get the balance correct).  It is worth losing the 30 cents extra it costs to have the buyer make two PP payments than to lose the whole sale.
Replied by mygifts2 on 07-Feb-2012 07:37 (Ref 2331668) Report
 Good morning everyone.  If I hear back from admin,I will let you know what was said.  I don't expect to hear immediately as I didn't send the email as an 'urgent' enquiry.

However a bit of good news for me, the buyer who I had to email re: no postage has paid the correct amount thru netbank.  This came thru overnight as they are with the same bank as me.  I didn't hear from them tho, which is a bit worrying.
Replied by jojcraft on 07-Feb-2012 11:06 (Ref 2331709) Report
I also have a problem at times with postage & I don't have PP

A  lot of my postage is $1.85 per item & quite offen I can post 2 items for the same price, if it is 112cm wide 

BUT,  if it is 150 cm wide, mostly I can post for $3 for the 2 items

Can't tell you how offen a new buyer has brought 2 items & paid before invoice is sent

because what they see on there screen is $1.85 postage, when the postage part should be blank

Or what else can happen,  postage for 1 item is $1.20 but they have brought 2 items, I can combine postage & send for $1.85

So the new buyer has paid before I send the invoice & only paid $1.20 postage,   because that is what it said,  before I've sent the invoice

When I've explained to the buyer, that the combined postage is $1.85, they have told me that don't know how to pay the extra 85c because their bank won't let them less than $1

Now this doesn't happen all the time, but when it does, it's a pain in the neck & like magnolia I just wear the loss
Replied by feelin-couture on 07-Feb-2012 11:37 (Ref 2331713) Report
Checkout has been a problem for a long time.  Not worth the trouble sometimes.
Replied by mygifts2 on 07-Feb-2012 12:03 (Ref 2331721) Report
 Hi again.  I have heard back from admin (can't fault their promptness) and basically they have told me to put message in my tos and postage area, which of course I already have and have had for ages.  But as we all know, a buyer doesn't necessarily take the time to read all of this.  They also said that it clearly states in checkout to wait for the sellers invoice - BUT it also states (when paying with paypal) please pay $xxx.  This is where the problem is, because a buyer sees that and promptly pays that thru paypal.

They also told me to put postage in my listings.  Well duhh, I do have postage in my listings, BUT again you cannot put postage costs for multiple purchases, these depend on state/country area, weight etc., and you cannot know the costs until items are purchased and you know where they are going.

They did tell me tho, that they were looking at revising their postage component.
Replied by magnolia134 on 07-Feb-2012 13:19 (Ref 2331729) Report
Hi MG2 - I'm a bit disappointed at Admin's response, because as you say, you already have ALL their recommendations in place, as I do. Perhaps we need to get a petition together?
Replied by HassledMum on 07-Feb-2012 16:24 (Ref 2331758) Report

I've removed my Paypal and bank details from my seller preferences.  That way the buyer cannot pay before receiving the invoice.

The bank details come through with the invoice.  If the buyer chooses to use Paypal, then I put the address in until payment has been received.

The only real problem is that the buyer cannot pay instantly which some like to do.  I think it's better than sending through a request for additional funds though.
Replied by musk on 07-Feb-2012 19:54 (Ref 2331779) Report
 Yes I agree with Hassled Mum as I found out from a buyer that once they have had their paypal refunded/ declined they can't then pay again that way as Paypal won't let them so that is why a lot won't then follow through as they want to pay with Paypal and can't do a second payment...hence why your buyer paid by bank deposit the second time mygifts2....so its best to follow this suggestion above.
Many buyers overlook the small print in the terms so this is the only way really to solve it.
Admin could put in red on the checkout "please contact your buyer for correct postage if buying more than 1 item before paying"
Replied by magnolia134 on 07-Feb-2012 23:19 (Ref 2331804) Report
>>I found out from a buyer that once they have had their paypal refunded/ declined they can't then pay again that way as Paypal won't let them so that is why a lot won't then follow through as they want to pay with Paypal and can't do a second payment.<<

Now that is simply not true. I have had a number of buyers who have paid again with Paypal after I have refunded their original Paypal payment, even though I mostly don't bother refunding these days. Whatever buyer told you this story was spinning a yarn...
Replied by magnolia134 on 07-Feb-2012 23:30 (Ref 2331806) Report
>>I've removed my Paypal and bank details from my seller preferences.  That way the buyer cannot pay before receiving the invoice.<<

I agree it would appear to be a perfect solution, but after trying to do it this way, I found too many buyers (especially new ones) had no idea of the procedure i.e. wait for seller to send an invoice before they can pay.. Also not having the convenience (for both buyer and seller) - assuming the correct amount is paid - of instant payment was a turnoff fo me.

I would rather just accept the extra 30c fee payable by the seller for a second PP transaction if the buyer pays an incorrect amount first time. But everyone needs to handle it the best way that suits them.

I still think however that most checkout problems would be solved if, when a buyer makes multiple purchases, that the total postage amount shows what would have been payable on individual purchases. Better to be able to refund than have to ask for extra payment. And since I have the following in bold twice in all my listings - under Payment Methods and Postage Instructions -

If you purchase multiple items, please wait for my invoice before payment so I can provide a combined postage cost.

if the buyer doesn't cough up the extra payment then they don't get their items. By keeping their original payment it almost ensures they will pay the rest. Well worth it for the 30cents extra it costs the seller.
Replied by issabella10 on 08-Feb-2012 08:39 (Ref 2331819) Report
>>I found out from a buyer that once they have had their paypal refunded/ declined they can't then pay again that way as Paypal won't let them so that is why a lot won't then follow through as they want to pay with Paypal and can't do a second payment.<<

I think , that the seller needs to resend the Invoice for the buyer to be able to go via the PayPal payment option again . If they paid then the PayPal function won't reappear if they try and use the old Invoice .
Not sure as I recall having to resend the Invoice after a similar issue and then the buyer said it worked fine that way.
Replied by feelin-couture on 08-Feb-2012 09:34 (Ref 2331823) Report
why would admin not be trying to maximise sales?
Replied by weinerpatrol on 08-Feb-2012 10:03 (Ref 2331826) Report
I have another issue with the invoices. When I change the payment instructions on an invoice, the change shows on the email "copy" of the invoice. BUT, if you check the actual invoice, the changes are not there. Only the default instructions show.
I'm not talking about the message we can add. I think we all know that doesn't show on the actual invoice, only the email.
But, I've tested again and again by changing something in the payment instructions, and it doesn't show on the actual invoice, just the email "copy". (try it yourself. change a word in your payment instructions, even if you just add "thanks")

So if your buyer uses the invoice on quicksales to get their payment instructions they won't see any special instructions you've put on that one invoice. Or if you go back and check an invoice yourself, you won't see what special instructions you gave a particular buyer.

Not a problem? Think again. It means that if you've typed a paypal address into your payment instructions and then sent the invoice, the buyer will only see your paypal address on the email they get. They still won't have it on the actual invoice.
If you've ever had a buyer tell you they can't find your paypal address after you think you've put it on the invoice, that's why.

I have brought this up with admin, including sending them the screenshots they asked for.
They seem to have a problem understanding that the email "copy" is NOT a true copy of the invoice!
The email "copy" is the only place that shows any changes in our instructions!
Replied by feelin-couture on 08-Feb-2012 12:11 (Ref 2331849) Report
Perhaps the original founders are no longer working there now that its carsales as they were supposed computer programmers.
Replied by issabella10 on 08-Feb-2012 14:07 (Ref 2331861) Report
weinerpatrol that explains why some time ago a new member said the same thing and I wasn't sure why they were having such a problem paying via PP but it must have been very annoying for them

I now place my PP addy into my preferences before sending the Invoice.
Then remove it once paid .

I would have thought how the Invoicing system works to be a high priority before any tinkering with pages , images , ads , category updates and EL updates etc but it's self explanitory isn't it when nothings ever done about the Invoicing issues.
Replied by gold on 08-Feb-2012 14:16 (Ref 2331863) Report
 " When I change the payment instructions on an invoice, the change shows on the email "copy" of the invoice. BUT, if you check the actual invoice, the changes are not there. Only the default instructions show."

Sellers should not be able to change the Payment Instructions on invoices because these need to stay EXACTLY as they were on the original listing. I'm really surprised that the changes stay on the email copy and hope that the buyers aren't getting invoices with changed Payment instructions.

(I understand why sellers might want to edit the PI's some times, but they really need to stay as per the listing, otherwise sellers can make changes that the buyers may not have agreed to).
Replied by magnolia134 on 08-Feb-2012 14:58 (Ref 2331870) Report
gold - are you sure you aren't getting Payment Instructions mixed up with Postage Instructions?  Your response makes sense if sellers were allowed to change postage instructions on the invoice e.g. charging more, but why shouldn't sellers be able to change payment instructions?

Not that I understand what weinerpatrol is referring to - I have read the post twice and still don't understand it.
Replied by weinerpatrol on 08-Feb-2012 15:38 (Ref 2331872) Report
gold, I frequently add to the payment instructions. Whether it's a note to say they've already paid and the invoice is for their records only, or whether it's a note about an agreed arrangement for different payment terms.

magnolia, I'm talking about the difference between the "copy" of the invoice that goes through the message system as an email, and the actual online invoice - the one the email is supposed to be a copy of.

The email "copy" will show the changes you've made, but the online invoice doesn't!

To find the online invoice, go to anything in your bought or sold list and click on the "action" link on the right. Then click "view invoice".
Replied by brerrabbit on 08-Feb-2012 17:03 (Ref 2331889) Report
The buyer has access to the original listing so I see no problem with changing the payment details/terms on the invoice.  I have buyers asking me before they buy whether they can pay things off over a period of time and I say yes.  It doesn't look too good if I send an invoice with "payment within 7 days" on it because they might think I've gone back on my word after agreeing to give them longer.

I can put specific instructions that are tailored to that purchase in the box underneath the payment terms when I send an invoice, but anything I put in that box doesn't show at all on the online invoice.  If the email is supposed to be a 'copy' of the invoice then they should be exactly the same - that's what COPY means!  I doubt most buyers would know where to find their online invoices and perhaps it's just as well.

As far as the checkout problem goes, it's a bit like the rather useless search engine - we're losing sales because of it and quicksales is losing fees, but they don't really seem to care.  I wanted to buy something the other day and I had to wade through several hundred entries instead of doing a couple of minus words - end result, I got frustrated and gave up halfway through so the seller and qs lost out.

I rarely have a problem with checkout but I don't offer paypal.  I have the odd repeat buyer who pays before I send the invoice and I've sometimes had to wait ages for them to transfer the postage amount.  If I offered paypal I think I'd be adding the 30c on if they pay in two instalments.  If I was a buyer and saw no postage amount I think I'd be querying it or waiting for an invoice if the postage was clearly stated in the listings.
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