Going Google/Paypal only? (No offline/Worldpay)

[kelvyn]

The letter I sent out on Friday to 10 of the most recent customers who DIDN'T use Paypal or Google got 4 responses so far (not a bad hit rate!).
None of them knew what Google Checkout really was, all 4 of them said they'd be happy to use it. I REALLY want to drop Worldpay altogether, which would leave us with Google and Paypal. Here's the email I sent out - before I drop Paypal and email everyone else, can anyone think of any reason NOT to use just these two methods? It allows ALL customers to use ANY credit card they like - and of course, customer management is much better than with any other methods we've tried.

Dear Sir/Madam;

You recently purchased from us - we hope you had a good experience and would appreciate your feedback.

First, a reminder to never give your pin, password or security details to anyone calling and asking for them. We will never do this, and your security is paramount.

With this in mind, we are looking at the way we accept payments, and noticed that you chose not to buy using our preferred partner, Google Checkout.

We are trying to encourage all customers to switch to this more secure method, as it offers you several advantages.
For example:

* With Google Checkout you can quickly and easily buy from stores across the web and track all your orders and delivery information in one place.
* Google's fraud protection policy covers you against unauthorised purchases made through Google Checkout, and we don't share your purchase history or full card number with sellers.
* You can keep your email address confidential, and easily turn off unwanted emails from stores where you use Google Checkout.

It also offers us both the advantage of being able to process a part payment and refund, as well as keep in touch with you and update the process of your order, right in your checkout console.

For new customers, as mentioned above not only is Google Checkout your passport to thousands of stores across the web, but you wouldn't have had to go through the account creation process.

More information on Google Checkout can be found here.
https://checkout.google.com/buyer/tour.html?hl=en&gl=GB

With this in mind, would you have made a different choice of where to purchase if we had only offered the increased security of Google Checkout as a purchase method?

And as a supplementary question, would you mind telling us what your objection to using this more secure method would have been?

In all cases, we will continue to accept Paypal payments

We welcome and appreciate all feedback - if you would like to comment on this or any other aspect of this, please reply to this email or call xxxxxx

Once again, we do not need your order details or any other information, we are just trying to serve our customers better.

Your feedback is appreciated.

[misty]

Before dispensing with World Pay, make sure you
have Googlecheckout mod installed/working correctly,
in all aspects, especially shipping, first.

[stevesh]

I find myself increasingly in the minority on this, but since you asked:

I won't buy from websites which only offer PayPal and/or Google Checkout, unless you're selling something I can't live without, and can't find anywhere else.

To me, it's a matter of professionalism; if you've committed to the expense of a proper merchant account, you're probably doing the rest of the job right, too, and will likely be around a while.

It's the same reason I don't buy from brick-and-mortar stores or restaurants which don't accept credit cards. Says sort of shoestring, fly-by-night to me.

If I had received your letter, the first thing I would have had a problem with is the description of Google as your 'preferred partner' - Internet-speak for 'they're paying us to feature them', which suggests I'll end up paying more. (May or may not be true - I'm talking about perception.)

Next, the first 'advantage' you list in your examples isn't an advantage to me. The idea of having all my Web purchasing information stored in one place makes my tinfoil-hatted head hurt.

Your description of Google Checkout as 'more secure' and having 'increased security' is BS. If not, you should have explained exactly why it's more secure than a regular merchant account.

Finally, the fact that you sent me the letter (the likes of which I've never received from an online business) suggests that my using Google Checkout is really important to you - see 'preferred partner' above.

My 2 cents.

[andrereis]

It´s give and take to me:

A lot of people are wary of entering their information on a site they have not shopped before which may have a good history of customer service. These would prefer Google Checkout and Paypal.

Other people hate Paypal and would not like to use and Google Checkout goes well with these people.

I think the more payment options you offer, the better!

[kelvyn]

I find myself increasingly in the minority on this

Absolutely definitely right on that one!,

but since you asked:

I won't buy from websites which only offer PayPal and/or Google Checkout, unless you're selling something I can't live without, and can't find anywhere else.

To me, it's a matter of professionalism; if you've committed to the expense of a proper merchant account, you're probably doing the rest of the job right, too, and will likely be around a while.

This strongly suggests you don't understand what Google Checkout is or what it does. And even if you DID realise it WAS a merchant account, what on earth does paying more for one prove? Nothing whatsoever at all!

It's the same reason I don't buy from brick-and-mortar stores or restaurants which don't accept credit cards. Says sort of shoestring, fly-by-night to me.

We're not talking about not taking cards - I'm talking about providing MORE choice of cards, from a more recognised company. Bet you 10x more people have heard of and trust Google, than they do Worldpay!

If I had received your letter, the first thing I would have had a problem with is the description of Google as your 'preferred partner' - Internet-speak for 'they're paying us to feature them', which suggests I'll end up paying more. (May or may not be true - I'm talking about perception.)

Again, correct, that's quite a unique perception. And bizarrely twisted logic! If THEY were paying US to feature THEM, how would that lead to higher prices?! Maybe the other way round, but that makes no sense.

Next, the first 'advantage' you list in your examples isn't an advantage to me. The idea of having all my Web purchasing information stored in one place makes my tinfoil-hatted head hurt.

You just saved me from using the phrase "tin foil hat!".

Your description of Google Checkout as 'more secure' and having 'increased security' is BS. If not, you should have explained exactly why it's more secure than a regular merchant account.

Half the amount of passwords, logins, data stored etc. Why create TWO accounts? Surely twice as much data is at twice as much risk?

Finally, the fact that you sent me the letter (the likes of which I've never received from an online business)

OK, fair point. I can't vouch for US business, but here in the UK, the odd "how are we doing?" letter, or "we're improving things" or "can we have your feedback" are quite regular. Let's see, since the new year I've had such letters from Virgin Wines, Cross Country Trains and SVP. But as I say, I think we have a stronger customer focus in the UK.

suggests that my using Google Checkout is really important to you - see 'preferred partner' above.

My 2 cents.

It's appreciated- I did ask for it, after all! But you're right - it IS really important to us. Our main focus was security, but it also allows us to not only keep our costs down, but it provides FAR quicker refunds for not only the customer, but quicker payment for us too - but by far the greatest benefit is that for a part order, it allows to to take less than the agreed amount before we charge- something not possible with Worldpay.

[stevesh]

No offense meant.

[kelvyn]

No offense meant.

Offense?!? I didn't take any offence at all - I asked for an opinion, and you gave it! I'm too thick-skinned to be offended by anything :)

[stevesh]

Now that I know you're not angry, I'll add a couple of things:

This strongly suggests you don't understand what Google Checkout is or what it does. And even if you DID realise it WAS a merchant account, what on earth does paying more for one prove? Nothing whatsoever at all!

I think I have a pretty good handle on what Google Checkout is, and it isn't a proper merchant account. Pretty much anyone with a website can get a Google Checkout account (PayPal, too). A real merchant account from a real bank is a sign that you have some sort of creditworthiness. That's what I meant by professionalism.

Again, correct, that's quite a unique perception. And bizarrely twisted logic! If THEY were paying US to feature THEM, how would that lead to higher prices?! Maybe the other way round, but that makes no sense.

If they're paying you (and a bunch of others) to 'feature' them, that expense has to be reflected in their fees, if not yours. No free lunch.

Half the amount of passwords, logins, data stored etc. Why create TWO accounts? Surely twice as much data is at twice as much risk?

Difference in perspective - you're assuming that you'll have GC no matter what. I'm coming from the position that the only payment method necessary is a merchant account. Your letter implies that Google Checkout is, in itself, more secure than Worldpay. Not true.

Anyway, I enjoy discussions like this, and would like to see more posts like yours on the Zencart forum. Too bad more Zenners haven't seen fit to offer their two cents.

[kelvyn]

Anyway, I enjoy discussions like this, and would like to see more posts like yours on the Zencart forum. Too bad more Zenners haven't seen fit to offer their two cents.

Yeah, me too. Trouble is, my "forthright opinions" or way of saying things sometimes causes offense (which is not intended!) to more sensitive people. But hey, it stirs debate!