COWOA (for ZC v1.5.x)

[davewest]

Well COWOA already does a check for an existing account.. When using the guest checkout if the visitor uses an email attached to a standard account, they are presented with a message that notifies the visitor of the existence of this account. The message also provides a link to the regular login form so they can login (where they can then reset their password if they've forgotten it) or notifies them that optionally they can use a DIFFERENT email address to continue to use the guest checkout.

Yap.. ZC has a nice system for that already... I need to think about KISS more often....

[DivaVocals]

Yap.. ZC has a nice system for that already... I need to think about KISS more often....

Yep KISS!! People who shop online create internet accounts all the time (including yours truly) then occasionally forget the password (or even the login name) they've used. IMHO shopowners should concentrate on making sure the password reset process is simple or make sure that shoppers have other guest checkout options (like using a different email address). I think that the effort is better spent on streamlining the processes versus implementing processes which are designed to keep folks from having to go through the required actions needed to reset their password.. I don't think there's any empirical proof that the act of having to reset a password will make folks shop elsewhere..

Speaking from my own online shopping behavior, if I want a particular product from this particular store (especially specialty stuff), I will simply reset my password (while silently cursing at myself for forgetting it). As long as the process for resetting the password is simple, then this should be a very painless exercise..

[mydanilo]

Just had a customer email me about the existing account issue when using guest checkout. She did not recall ever ordering from us. She is right, she never did but must have started the checkout process 2 years ago and went past account creation but never completed a purchase. She was utterly confused why it would not let her continue as a guest.

I totally agree that this is confusing. Why can't we let them checkout as guest anyway, even if they have an account but don't want to bother resetting the password? I would not care if there is another "guest" account created with the same email. Would it be possible to turn off the check for existing email if COWOA is used? Would this throw off other features?

[DivaVocals]

Just had a customer email me about the existing account issue when using guest checkout. She did not recall ever ordering from us. She is right, she never did but must have started the checkout process 2 years ago and went past account creation but never completed a purchase. She was utterly confused why it would not let her continue as a guest.

I totally agree that this is confusing.

The on-screen message in the latest version makes very clear what happened and why.. Open to options for different/improved wording if you think it's still not clear for customers..

Why can't we let them checkout as guest anyway, even if they have an account but don't want to bother resetting the password? I would not care if there is another "guest" account created with the same email. Would it be possible to turn off the check for existing email if COWOA is used?

There are certain options that are dependent on whether the customer record created is a COWOA customer account or a STANDARD customer account. You are free to spend some time doing what would probably be a pretty massive rewrite to take into account all the business rules..

Would this throw off other features?

Yep.. These are your options..

1. Your customer could simply reset the password for the account they created
2. Your customer could use a different address to checkout (as suggested in the on-screen message)
3. You can go into the DB and MANUALLY set this ONE customer to a COWOA type of customer. (perhaps in a future version the POSSIBILITY of doing this from the admin would be possible -- requires analysis to determine the IMPACT of such a change to a customer record if there are already orders in place)

[mydanilo]

Ok, I understand. This case just made me realize that this potentially turns off some repeat customers and was looking into finding a solution. I hoped a standard and COWOA account would be possible.

[DivaVocals]

Ok, I understand. This case just made me realize that this potentially turns off some repeat customers and was looking into finding a solution. I hoped a standard and COWOA account would be possible.

One customer having BOTH STANDARD & COWOA checkout options is possible if they use a DIFFERENT email address.. STANDARD vs COWOA is tied to the customer, not the ORDER.. Hence why it's NOT supported.. (and I'm not seeing a real business case to change the COWOA workflow to support this kind of alternate workflow)

Do you have customers actually REQUESTING this or is this an assumption you are making based on ONE customer (which is clearly a ONE OFF instance)?? Because IMHO making changes to your store based on assumptions without empirical data is kinda a waste of effort..

[davewest]

Ok, I understand. This case just made me realize that this potentially turns off some repeat customers and was looking into finding a solution. I hoped a standard and COWOA account would be possible.

I think it would be possible to code in switches to do COWOA only, Standard and COWOA, Standard only. Every account type has a password, even COWOA, so if you tried to do both for same email address, the password would be reset each time they checked out as guest!

Every customer will have a different idea on checking out, if we can Keep It Stupidly Simple, they will get through it!

I don't think we would lose customers if we can explain what's happing and offer a password reset.

[mydanilo]

One customer having BOTH STANDARD & COWOA checkout options is possible if they use a DIFFERENT email address.. STANDARD vs COWOA is tied to the customer, not the ORDER.. Hence why it's NOT supported.. (and I'm not seeing a real business case to change the COWOA workflow to support this kind of alternate workflow)

Do you have customers actually REQUESTING this or is this an assumption you are making based on ONE customer (which is clearly a ONE OFF instance)?? Because IMHO making changes to your store based on assumptions without empirical data is kinda a waste of effort..

Well, I did not have many that called and asked why they can't proceed with placing an order but it opened up the question on how many get frustrated and leave? Last one mentioned that she only has one email address that she has been using forever and she also does not want to go through a stupid password reset as she put it. So not everybody has a second email handy ether. Some less computer savvy shoppers get stuck easier than we tech people think. Was just a thought to make it more fool proof.

One last thought. I have many customers with standard accounts going back many years, say they come back and don't remember that they created an account nor remember what password they used, they might simply try and use the COWOA to avoid any password reset procedures. It think this is not an unreasonable scenario. I do that too on sites where I just want to get this order done but don't want to jump through hoops getting my old account up to date. Also consider that a password reset is not so quick and simple. People need to wait for the email then use the cryptic generated pwd to get into the account, then would have to set their own new password that they actually will remember the next time. This all while they are really busy wanting just to do a quick checkout. I think this scenario is very real.

The less obstacles the better for conversion IMHO.

[mydanilo]

I experience a strange issue. Some COWOA customers occasionally manage to checkout a small order with out shipping cost added to the order. The shipping line on the order shows:
u: $0.00
I allow free shipping if above $65 and otherwise customer selects USPS or UPS. No other options. This happened 3x over the last 2 weeks and about 100 orders. I am at a loss how this happens. Any idea how to find out?

[DivaVocals]

Well, I did not have many that called and asked why they can't proceed with placing an order but it opened up the question on how many get frustrated and leave?

And IMHO a tool to specifically deal with customers who have abandoned their cart is a BETTER tool to address the issue.. ESPECIALLY when you don't really know why they left. Sure it's easy to assume that the issue was because they forgot their account password, don't remember setting up an account, etc.. But what IF this isn't the real issue?? A guest checkout module can't analyze/resolve cart abandonment or other checkout issues..

Last one mentioned that she only has one email address that she has been using forever and she also does not want to go through a stupid password reset as she put it. So not everybody has a second email handy ether. Some less computer savvy shoppers get stuck easier than we tech people think. Was just a thought to make it more fool proof.

Sure.. After 17 years dealing directly with end users, I am well aware of less tech savvy user behavior.. How this is manged in COWOA is not vastly different than how it works for some large retailers -- including the grand-daddy of online shopping sites -- Amazon.. If you have created an account on their site, you cannot use that same email for a guest checkout. So your options are to reset your password OR use a different email address.. (see screenprint)

One last thought. I have many customers with standard accounts going back many years, say they come back and don't remember that they created an account nor remember what password they used, they might simply try and use the COWOA to avoid any password reset procedures. It think this is not an unreasonable scenario. I do that too on sites where I just want to get this order done but don't want to jump through hoops getting my old account up to date.

Right and again.. how COWOA handles it TODAY isn't vastly different than other online retailers..

Also consider that a password reset is not so quick and simple. People need to wait for the email then use the cryptic generated pwd to get into the account, then would have to set their own new password that they actually will remember the next time. This all while they are really busy wanting just to do a quick checkout. I think this scenario is very real.

Right, and in a SECURE ecommerce site, I would HOPE that there is a little due diligence happening in the password reset process.. What you describe is how other secure e-commerce sites manage a password reset.. It's not like Zen Cart is doing something NO ONE else does... Perhaps the default flow could force a password change upfront upon entering the temp password. Currently it requires the customer to remember to go to the "Change Password" link which they may easily skip/forget..

The less obstacles the better for conversion IMHO.

Right.. But I'm not sure that COWOA is doing anything any different than what the major retailers are doing.. They typically don't allow you to checkout as a guest with an email linked to a regular store account, and if your forget your password, you must go through similar steps as Zen Cart to reset it..