Requiring customer agree to shipping terms at checkout
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I work for an ecommerce company that has many of its shipments go by LTL freight. Our customer service team has issues with a few customers per month that aren't equipped to receive freight shipments which leads to returns and other issues.
In an effort to better inform our customers, the customer service team is requesting that we add a checkbox to the checkout that requires customers to agree to our shipping and returns policy, including a link to the policy page.
I am wondering how concerned people here would be that requiring the customer to check a box agreeing to those terms would lead to more customers abandoning during the checkout process. Or do you think it's not a concern? Thanks for your thoughts.
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I suspect that some of your clients are naive not reading the conditions or not paying enough attention, in any case, a few people a month are the exception rather than the rule, you have nothing to worry about if this is not more than 1% of your clients
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@BarronDesigns-0 Yeah, our CS team is asking for this as a CYA method. Glad if you're not feeling like it's not costing you orders. I agree, I think very few customers would actually read it, so I don't see much value besides CYA either.
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@CATnUS Thanks. The way that our CS team wants to do this, is to make the checkbox required as a CYA method when we run into shipping issues. It sounds like you'd agree that there is a real concern of customers being scared off by a required checkbox, is that correct?
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@Kyle_M It's possible that requiring customers to check a box agreeing to your shipping and returns policy could lead to some customers abandoning the checkout process. However, it's also possible that it could have the opposite effect and lead to fewer returns and customer service issues related to shipping.
It's difficult to say for sure without testing it on your site, but one way to minimize the risk of customers abandoning the checkout process is to make sure the checkbox is clearly labeled and the link to your shipping and returns policy is easily accessible. You can also consider explaining the benefits of agreeing to the terms, such as ensuring the customer is aware of the shipping process, and how it will help them in case they need to return the product.
It is also recommended to make it clear that this checkbox is optional, as some people may feel that they are being forced to accept the terms and may leave the website.
Ultimately, it's important to weigh the potential downsides against the potential benefits and test the change on a small scale before rolling it out site-wide.
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@Kyle_M absolutely do not do that only thing you have to do just check ox for privacy and policy other than that they leaves your website
so, you have to put your return policy on the website separably and also put them on the privacy policy page which the customer required to agreed with that do not do any more steps and more check box
for more information I need to see your website -
@Kyle_M
We are in the same boat & require customers to check a box agreeing to terms and conditions just before submitting the order (so they have already input shipping and CC info). I don't think it contributes to abandoned checkout BUT I also don't think that anyone reads it. So in essence it is just a CYA....which I know my CS team appreciates.
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