Disable Square Pay

[PeterIstrate]

Hi there,

Since Square Pay has been introduced (as mandatory), our checkout conversion rates (for online orders) have reduced drastically, to up to 80 - 90%.

We are a local food delivery cafe-restaurant. When we ask for feedback from our customers who place orders for online delivery, they always say the same thing: it's too difficult to deal with Square Pay, precisely, having to insert their phone number to get a confirmation code via text message, then insert that code, and then proceed to the other buying steps.

For example, the text messaging service has been down all day, So customers couldn't use Square Pay.

Now, I know that you still have the option to check in as a guest, and use your card details directly. But these are some unnecessary hoops for the customers to jump through (they have to click that little text "checkout as a guest", or simply scroll down the whole page to find the "insert card details", etc.).

Our customers told us that they simply gave up, so they went on to either visit our shop to eat-in or take the food way themselves, or they placed the orders on those other delivery services like Uber Eats, Deliveroo(in the UK), etc.

I know that Square wants to promote their own payment service but you can simply shove it down our and our customers throat, especially at the expense of sale conversions.

The hole Square Pay experience is disappointing. And we have no option to disable it.

Please consider the following solutions:
- allow us to disable Square Pay (just like we can disable Apple Pay or Google Pay)
- add the Credit Card payment section at the very top of the page, before Square Pay. At the moment, the Card Payment section is lower down the page (while Square Pay is at the top of the page), so people can't see the Card Payment Section, they only think Square Pay is the only option to pay because they see Square Pay first, so they get stuck at the Square Pay stage, not being aware that lower down the page they have the ability to pay with their card directly.

At the moment, you are trying to MISLEAD our customers to use Square Pay when they don't want to or can't.

There are older people who don't understand, don't want to do extra steps or simply don't want to use another payment service like Square Pay (which they may or may have not heard of, or don't trust for whatever reason).
Even the younger people are reluctant to use it for similar reasons. Even I was reluctant to use it, I simply don't like it and I didn't want to give my payment details away to yet another payment service, but I had to test it out a few times.

We invest hundreds of $ in Facebook ads and Google ads. We track our customer behaviour on the web page (using Facebook Pixels, Google Tag and Google Analytics), and we can see that they always get stuck at the Square Pay checkout stage. Then they drop out and close the window. Literally, 80 - 90% of them. And I'm not even exaggeration.
We are missing on so many sales, it makes me wanna cry.

[Breffni]

Hi @PeterIstrate 👋 

Thank you for taking the time to share your concerns regarding Square Pay's impact on your checkout experience. 

Square Pay is intended to be helpful in that it allows buyers to save and reuse their payment details when ordering from a Square Online site.

The saved information is linked to the email and mobile phone number they enter during checkout and includes their name, address and card details. After a buyer opts into Square Pay, they can access their saved information when ordering from any Square Online site in the future.

We would hope that this would in turn bring back repeat customers, the same way a delivery app would. 

Square Pay is a buyer-facing feature that can’t be disabled. It’s supported on all Square Online sites and therefore is an offering of our product, rather than an obligatory feature we impose on Square sellers' customers. 

As you mentioned, the Guest Checkout is also available for all orders. 

I do appreciate the time you took to share your suggested improvements here, and your feedback is important. We will relay it to the appropriate team for consideration. 

[PeterIstrate]

Hi Breffni.

Thank you but I already know all that. You've literally presented me, again, what Square Pay is. I already know that.

But you have not addressed my (and many others') concern: and that is that customers either don't  want to use it, get confused or simply find it difficult to enroll (despite it being made to make customers' lives easier).

In theory, I would agree with you, and I like the Square Pay idea as well. But, in practice, we're being proven wrong, time and time again, by direct customer UI and UX... because they simply don't do what we wish them to do. They have their own ways.

And, I'm literally telling you what the issue is, based on what hundreds of customers told us. I'm not making this up. I wish this problem didn't exist and that everything went smooth.

I'll give you an example:

- customer gives up on the self-serve ordering, and comes to the till.

- I ask them: didn't you find the self-serve/QR code system easier?

- customer: ohhhh, yeah but it's a bit tricky because it asks me to register, or I don't have Square Pay, I don't know what that is.

- me: that is optional, you can scroll down the page and pay directly with your card.

- customer: ooooooh, I see. Well, I couldn't  be bothered anyway. I'm orderign at the till anyway now

The whole experience is so frustrating because they are greeted with the Square Pay first, and then they don't know what to do or can't be bothered to do anything else.

I know this should be an easy thing to figure, but.... they don't figure it out.  We're talkign about all sort of people, maybe even 60+ year olds who don't want to click yet  another button, get yet another email confirmation or yet another text message confirmation. They just want to introduce the card payment details of the card in their hand, STRAIGHT AWAY, right on the checkout page, have that be seen FIRST ON THE PAGE (not Square Pay - or at least have Square Pay side by side with the card payment option... instead of deliberately hiding the card payment option lower down the page, which you have done intentionally so people can stumble upon Square Pay first).