eCommerce Tycoon

**downliner** · 04:05 AM

Please dont ban me for mentioning PopUps

I hate them as much as the next guy.... but:

One of my clients has asked me to consider implementing a PopUp window on his online store whenever a potential customer cancels a purchase whilst they are in the CheckOut stages.

I have warned my client that PopUps are widely considered as being annoying, but he believes he could increase his sales if the PopUp window was used to offer the customer Free Shipping, or a discount.

We have studied the stats of the website for the last month and a majority of Page Exits are made during the CheckOut stages of the site. Since Tax is already included in all prices we can only assume they are scared by the Shipping Fees (which in my opinion are reasonable for the product being offered).

I would appreciate some detailed responses outlining whether or not you think a PopUp (or PopUnder) window should be implemented. I have been thinking about it for a few days now and have the following Pros/Cons already thought out, but would appreciate a few members inputting there opinions, or expanding on what I have already thought of

Pros :

Could increase sales if used effectively
Can offer customer a good discount
Most people use popup blockers so wouldnt be effected anyway
Prevents my client having to do a "site-wide" sale for all customers, only those who decided not to buy

Cons :

PopUps Generally seen as annoying
Could prevent people returning to the store
Would have to store a cookie ensuring it only popped up once
Informs customer that my client can afford to lower his prices but chooses not to, unless he is missing out on a sale.

Finally, let me put it this way....

If you had left an online store due to high shipping costs would you be enticed back into making the purchase if presented with the offer of Free Shipping in a PopUp window?

Many thanks and sorry that this message was so long

I look forward to the grilling :P

**ADAM Web Design** · 06-30-2007, 01:00 PM

Cons: most popup blockers would kill your popup anyway.
The same effect could be created by raising the cost to cover shipping and then offering "free shipping", or by just offering it in the first place.
Can cause browser/system crashes, as the increased resource caused by the popup may be too much for some people's systems.

Which site is it? Is it a low-value or high-value product (low-value products tend to have higher abandonment rates just because the shipping cost is proportionately higher than it is on a high-value product)? Have you showed a lot of webmasters (who like to kick the tires anyway)?

You're just asking for trouble with that idea.

**seolman** · 07-01-2007, 01:14 AM

Without more info it's tough to answer. If shipping is a high percentage of the overall landed cost of the product, it could definitely modify consumer behaviour. However I agree with Adam in that if the seller is willing to add the free shipping at the end it will likely leave a bad taste in the site visitors mouth (i.e. this guy was willing to take my money for shipping when he really didn't need that much profit)...

**downliner** · 07-01-2007, 01:45 AM

Thank you for the responses Adam and Seolman

It's certainly appreciated coming from respected members as it clearly shows that you know what you're talking about

I would prefer not to mention which website I am talking about directly as I don't want anyone reading this thread to make a judgement, especially as this is only an idea that is being considered.

If either of you would be interested in knowing the URL I would be happy to PM it to you however.

To be honest though I think I was already deciding against the idea, and your responses have only confirmed it is the correct decision to not use PopUps.

Although my clients shipping rates might be considered too steep by the customers I know that my client makes no profit from his shipping rates. If he was to offer free shipping it would be significantly reducing his already slim profit margins.

Quote:

The same effect could be created by raising the cost to cover shipping and then offering "free shipping".

I did suggest this to my client but he is very strict about keeping his prices as low as possible. In this industry customers are known to shop around for the cheapest prices available (as with any industry) and my client tries to ensure he undercuts all competition. Raising his prices to offer free shipping would simply replace one problem with another I think.

Still, no harm done in asking for your feedback

We can go back to the drawing board and work out a new approach to the problem.

Sincerest thanks for the replies

**ADAM Web Design** · 07-01-2007, 03:48 AM

downliner: feel free to PM me. I wouldn't be able to look at it before Monday in all likelihood, but I'll take a boo at what you're talking about.

As far as your client's shipping woes are concerned, I've got two clients in similar positions. One has a partial solution, and one has a full solution.

Full solution: my one client's wholesaler is also his dropshipper, and as a result the wholesaler absorbs the shipping cost. It's cheaper because most of the product is sold to the USA (from Canada) and the wholesaler is in Miami.

Partial solution: my other client will often travel to, and ship from, upstate New York. This cuts the shipping costs down by as much as 65%. Again, the client has a primarily US-based target market.

Since you're in Scotland, I'm not sure if either piece of advice would apply directly to you but you may be able to take the general concept and apply it to your specific target market.

Oh...and no problem. Intelligent questions deserve intelligent answers.

**ForrestCroce** · 07-01-2007, 05:08 AM

I wouldn't really take it as an insult, in that you're willing to take my money for shipping when you don't absolutely need to ... you're in business to make a profit, the more the better, so I kind of expect that. I'd see it more as the store being willing to work with people to make a sale if they need to ... but a really bad way to do it. I'm not sure what a better way would be, online, but popups aren't it.

Another con you need to think about is if a person is going to buy something, then backs out because they don't like the shipping fee, and you give them free shipping - not two people talking face to face but some computer code - they might assume that if they want to buy something from you next time, they can hit cancel and get free shipping every time.

I'll lower my prices sometimes, if I'm talking to someone and get the sense they'd really like their portrait shot, but can't quite afford it. People tend to appreciate it, instead of being resentful. I really think a lot of that is face to face communication, with body language and inflection and all that stuff that really can't be used in a popup.

**adirondackwine** · 07-04-2007, 01:33 PM

You're right and your customer is wrong. period.

**gadiandi** · 07-05-2007, 04:58 PM

I wonder what people would think if you did do this and people spread the word that you just have to cancel your order half-way through and you get free shipping! I think most people wouldn't want to have the cheap people favored.