Store pickup signage more predominant especially checkout area

[OTCF]

Hi,

This has been occurring a lot more to me lately and with the new policy coming in for refunds where you won't get your fees back when you refund online orders its makes it even more of an issue.

Lately all i've done is refund customers who choose items that are identified as store pickup items only then they get right through checkout where they still don't notice its store pickup collection only item they fully pay and checkout.

It isn't until they get there confirmation email that they finally notice as its in a bigger banner across the top of the email about the fact its a store pickup only. 😢

Not only am I wasting hours emailing customers to disappoint them as they did not notice is was store pickup and having to issue refunds all the time.

Now this is going to become an even more major issue when all I do is refund and I can't get the fees back for something that isn't my fault because the identifiers are to small for people to read.

Has anyone had this issue before or has an ingenious way of making people realise its store pickup and not shipping ? 

All ideas welcome 😊

[Breffni]

Hi @OTCF, thank you for flagging this. 

I completely understand your concern and I can definitely share this feedback with our product teams as we don't want to lose out because of this. 

Can you share an example of an item which is pickup only? That way I can share some images. 

In the meantime, hopefully, some other sellers can share some suggestions here but what comes to mind would be adding a popup or banner to your site if you don't already have one just stating that some items are pickup only and to please pay special attention when checking out. 

Or you could possibly (depending on your items) create different categories/pages on your site by fulfilment; so shipping-only or pickup-only pages. 

[OTCF]

@Breffni 

although I can add screenshots of the general outlay the customers are not reading it where is says store pickup etc. We only have about 10% of our inventory which is available for shipping the rest is store pickup. I think some customers have blinkers on and do not read everything in front of them. They see the big add to cart button and that's all they read 😞

[Breffni]

I get you @OTCF that is tricky! I'll pass the feedback on nonetheless, it would be great if we could make the 'How to get it' section more customisable or something that would stand out more to customers. 

[OTCF]

@Breffni 

Is there a way to make the announcement banner stay there permanently ? it disappears after your first visit which is a bit pointless if I want the information to stay there permanently. I did remove the close icon so it could not be closed.

thanks ☺️

[Breffni]

Hello - I played around with these settings and didn't have any luck 

I also tried embedding the code as a Header as recommended on this thread but that didn't work. 

I'll check it out with the Square Online team and come back to you. 

[OTCF]

@Breffni  @Sam_400º 

Ive done a pop up instead which freezes the screen and you have to read it or close it so at least you notice it first for now.

I also forgot that 100% of our products are all pickup and only about 10% of them are also UK delivery as well as store pickup so I can not divide them out into separate categories 🫣

Just think if that top announcement banner could be a permanent banner rather than only showing once when you first enter.

[Breffni]

That looks great @OTCF, hopefully, it will help! 

The Square Online team confirmed that making the banner permanent is a feature request but they mentioned that they're working on making some changes to verbiage in those settings to make it more clear - particularly for 'once a visit'. 

If you exit the browser and then reopen and then visit the site again it should show. If they navigate to google and then go back it's still the same session and won't show. 

I'm glad you have the popup in place for now anyway, let me know if there's anything else we can do! 

[OTCF]

It is of course only a temporary measure as I can not leave it there indefinitely as I had another announcement the other day regarding closing early so I was unable to put that on there without disabling that one above. 🤷‍♀️

[Sam_400º]

I mean seeing as how 90% is collection only I'd be tempted to add a pop up when you visit the site letting people know. If folks are finding you via google/social then I can understand their confusion (especially as you're asking for the billing address).

Have you also separated out you shipped stock so if someone was looking at your site they'd see the different sections and availability? 

Considering they're not seeing the the collection notices I think it's something that needs to be more of a site wide thing to show. 

[OTCF]

I did add a pop up yesterday but it doesn't always show when I check it on my site. It also disappears when you go to checkout stage.  🙂

I have not separated out shipped items as such as it's been like this for over a year and it is only recently in the last few weeks that this issue has arisen. Which is why im trying to implement things now to counteract it.

[Sam_400º]

I saw that when I had a look and got the same bit where it was only there on the first page header. I was thinking more of a pop up in the middle? 

Looking at the site instead of having 'shop all' could you have Collection Items and then another option as Items That Ship. 

Obviously I don't know your business, but if so few of your items are shippable could you just turn that side off? Or does it create a decent income..... You say it's a recent change that people (assuming new?) are missing it - any idea why or how they find you as that could help pinpoint the problem.