Checkout forgets Customer Details

  • Resolved Apfelbiss

    (@apfelbiss)


    6 years, 8 months ago

    Hello,

    when a customer orders products with payment via PayPal and then clicks “Cancel and go back” on the PayPal site, the customer is sent back to Cart (or Checkout with PayPal Plus plugin from Angelleye).

    Then back in Checkout, only a few fields are still filled with the values the customer has typed in:
    – Address (both lines)
    – ZIP code
    – City

    All other fields have to be filled out once more, if the customer is not logged in:
    – first name
    – last name
    – company
    – phone
    – email
    – comments

    All this takes effect for billing and shipping fields.

    It is very confusing, that there is no consistent behaviour for all fields.
    But most of all it is frustrating for the customer, when he has to fill out this fields again.
    I am wondering, that I couldn’t find a current discussion thread about this, because a frustrating user experience is monetary relevant.

    All details should be saved (via cookie?) when the customer clicks the “Buy Now” button.

    Other (additional) behaviours for a better user experience would be:
    – Save the details everytime, when the customer leaves an input field
    – Save the details, when clicking the button “Back to Cart” (or another link) for users, that have JavaScript disabled

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support RK a11n

    (@riaanknoetze)

    Hi There,

    Just to make sure – are you seeing that only with PayPal by AngellEYE or with PayPal Standard (that comes packaged with WooCommerce by default)?

    Also bear in mind that GDPR might be affecting things here and it might be worthwhile checking your privacy settings in WooCommerce as well.

    Thread Starter Apfelbiss

    (@apfelbiss)

    Hi,

    yes, I have also tested it with PayPal Standard in WooCommerce core, the behaviour is the same.

    And that the fields are empty when the customer goes back, we have recognized since a long time (WC 3.x or maybe also 2.x), at least in combination with Angelleye’s PayPal Plus. But for the support request a got the answer, that this is a WooCommerce thing that can’t be handeled via PayPal Plus.

    Therefore GDPR souldn’t be relevant for this.
    These are the actual settings:

    Guest checkout
    [?] Allow customers to place orders without an account
    [?] Allow customers to log into an existing account during checkout

    Kontoerstellung
    [?] Allow customers to create an account during checkout
    [?] Allow customers to create an account on the “My account” page
    [?] When creating an account, automatically generate a username from the customer’s email address
    [ ] When creating an account, automatically generate an account password

    Account erasure requests
    [ ] Remove personal data from orders
    [ ] Remove access to downloads

    jessepearson

    (@jessepearson)

    Automattic Happiness Engineer

    @apfelbiss I was able to replicate this and have posted a question to our developers concerning the behavior. This can be seen here:
    https://github.com/woocommerce/woocommerce/issues/20656

    jessepearson

    (@jessepearson)

    Automattic Happiness Engineer

    @apfelbiss The developers are addressing the issue when PayPal is used and the data is cleared, it will be added in a future release. I am setting this thread to resolved now.

Viewing 4 replies - 1 through 4 (of 4 total)
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