thread Re: Website pop up error causes confusion for customer in Online Store

Website pop up error causes confusion for customer

JTPets — Fri, 06 Oct 2023 01:45:20 GMT

Hello,

I am posting tonight about a bug that caused confusion to my customer tonight. They thought a promo I was running to support the community fridge program here in town was a promo code for them. This resulted in a 20% discount on an order that could have been donated accidentally instead of given to the customer. This was a large order and if I had not reached out to my customer would have been more than $200 in lost money as I would have donated her order and had to replace it for her when she reached out.

The dialog box looked ok on desktop, but on mobile it is cut off and not scrollable. Either a box should auto resize, or there should be a scroll bar. This is not a great customer experience.

Re: Website pop up error causes confusion for customer

JTPets — Fri, 06 Oct 2023 01:46:21 GMT

Re: Website pop up error causes confusion for customer

RobynR — Fri, 06 Oct 2023 12:38:10 GMT

Hey there @JTPets,

We're sorry to hear that trouble has brought you to the Community.

Can you please provide me with your website URL so I can take a further look?

I look forward to your reply.

Re: Website pop up error causes confusion for customer

JTPets — Fri, 06 Oct 2023 12:52:03 GMT

Jtpets.ca

Re: Website pop up error causes confusion for customer

RobynR — Fri, 06 Oct 2023 22:58:21 GMT

@JTPets We reached out to our ECOM team to ensure we provide you with the most accurate information. At this time, you are unable to resize the actual pop-up for the mobile site. Our team recommends adjusting the pop-up by removing some characters in the text.

I hope this information helps! Let me know if you have any other questions.

Re: Website pop up error causes confusion for customer

JTPets — Fri, 06 Oct 2023 23:00:59 GMT

That's still a bad answer from a customer experience for its set up. If it can only hold so many characters it should have a limit set.

Thank you for taking my feedback