Customers feel tricked into creating PayPal accounts
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I’ve had a few customers tell me they weren’t happy about having to create a PayPal account during Checkout when they’re actually trying to pay by credit card as a guest. Apparently, the checkout process tries to funnel them into signing up for a PayPal account. The image links illustrate this and it’s easy to see their confusion.
Is there a way to have the “Save info and create PayPal account” toggled to Off by default? That is would be so helpful.
During Checkout, when customers click on the Debit or Credit Card button, this is what they see next:
The heading says “Create a PayPal Account” and they’re required to enter their email. This understandably causes hesitation because they now think they’re creating a PayPal account. My concern is cart abandonment at this point.
If they feel adventurous and actually enter their email, they then proceed to enter their payment details, etc. After that, some customers might not realize they need to toggle off the “Save info & create your PayPal account”. Instead, they notice the “Create Account & Pay Now” button. Again, possible cart abandonment and customer frustration or confusion. This is what they see:
To make things worse, when a customer does in fact toggle off the “Save info…”, this is what they’re hit with next:
A large blue button to “Create Account & Pay Now” and in smaller font to “Continue as Guest”. Why do customers have to constantly be on guard to avoid accidentally creating a PayPal account? They just want to get through what should be an easy Checkout process.
I’m really hoping there’s a way to have that “Save info” slider toggled by default to OFF. Perhaps I missed it in my settings. If it were by default Off, customers would immediately see a clear, no fuss “Pay Now” button like this:
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UPDATE: I disabled Vaulting and enabled Advanced Card Processing and activated it on PayPal by clicking on the documentation link. At first, that seemed to do the trick as far as immediately allowing customers to enter their debit/credit card info without leaving the checkout page.
However, during a test purchase on the live site (not Sandbox), I keep getting a spinning circle on a white overlay on the page. It never processes and I’ve tried several different purchases using different credit cards.
I’ve cleared my wordpress cache as well as my server cache, cleared sessions, etc.
Interestingly, the pay by Venmo option worked perfectly fine. So it seems this is a debit/credit card issue. I haven’t yet tried paying using a PayPal account for payment.
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