Failed Payment in an Online Store – What to Do to Encourage the Customer to Complete the Transaction?
source: freepik.com | Failed payment – how to make the Customer to complete it
Failed Payment in an Online Store – What to Do to Encourage the Customer to Complete the Transaction?
Online store owners often face challenges related to online payments. One of the most common issues is the interruption of a payment transaction, for example, due to internet connection problems. In this article, you will learn what steps to take to encourage the customer, after the failed payment, to complete the transaction.
Modern e-commerce platforms offer extensive customization options for stores to meet individual user needs. By providing secure payment methods, a user-friendly interface, and easy navigation, you can significantly improve user comfort, which is often a key factor in the purchasing decision.
So what should you do when you receive an order confirmation and information about a new payment transaction, but for some reason, it has not been completed?
Analyzing the Problem
The first step is to understand what happened. It is essential to identify at which stage the purchasing process was interrupted when the transaction was halted. Is the problem on the store’s side, the payment service’s side, or perhaps the customer’s? As a store owner, you have access to detailed information about the transaction: when it started, at what stage it was interrupted, and what data was recorded. A very common reason for an incomplete payment is a failure on the customer’s side, such as a dropped internet connection.
source: freepik.com
Support from the Payment Service
From the customer’s perspective, an interrupted transaction may be associated with the need to search for products again, add them to the cart, and repeat the payment. Such an association can lead to abandoning the purchase. It is important to allow customers to complete their purchase without unnecessary complications.
Payment services often offer automatic reminders for incomplete payments. After initiating but not finalizing a purchase, the customer receives a notification at the specified email address, reminding them of the unfinished transaction. The message clearly states that the money has not been collected. By clicking on the attached link, they can return to the payment page and complete the purchase.
Communication with the Customer
There are situations when, after an unsuccessful attempt to finalize an order, the customer does not respond to the automatic reminder from the payment service. To effectively manage abandoned transactions, utilize automation by setting up an email system that notifies customers of incomplete payments after a specified time. Such an email should include information about the payment status and simple instructions on how to finalize the transaction. This way, customers will have easy access to their intended purchase, and you will minimize the risk of losing sales due to technical issues, such as a dropped internet connection. Remember that well-designed notifications can not only remind but also build engagement and loyalty to your brand.
It is also important to remember the regular training of the customer service team. Employees should be aware of how to respond to situations where customers encounter difficulties during their purchases. Proper communication and support can significantly enhance the customer experience.
source: freepik.com
Conclusions
The stability of the payment system in an online store should be treated as a key element of the business. Investing in appropriate technological solutions, monitoring transactions, and effective communication with customers are the foundations that will help minimize payment-related issues.
Let us remember that a satisfied customer is the best advertisement, and a well-managed payment process is the key to success in the e-commerce industry.
