The customer's path does not end with a click on the order button. You need clear confirmations, further steps and an opportunity to explain the problem without guessing the status of the case.
Confirm What Really Happened
Acceptance of the order, confirmation of payment and start of execution can be different events. Messages should correspond to the actual state of the system and the rules of the store. Do not show the payment information just because the customer has returned from the outside screen.
Find out what information the customer will see on the page and in the message. Case number, selected products and how to contact them will help you find the order and see if everything is correct.
Predict an uncertainty situation
The payment may require time, the connection is interrupted and the client closes the browser. The process should explain how to check the current information and when to contact the store. Details depend on the operator used and the configuration, so they need to be confirmed and tested.
For example, the customer can reopen the page after an unsuccessful attempt to pay. He should understand whether the order exists and what action is available. He should not create another copy just because the previous message was unclear.
Agree communication with service
The employee must understand the statuses visible to the customer. Names used internally may require a simpler explanation on the site. Notifications should be sent with significant changes instead of informing about any technical activity.
Check:
- the correct acceptance of the contract;
- a case requiring confirmation of payments;
- a change in the implementation phase;
- contact details on the news;
- the conformity of the number and content of the contract;
- behavior when reopening the page.
Test the full road, also the back room
The trial should include what the buyer sees, and what the team receives. Lack of message or disparity of status is a problem of the entire process, even if the basket looks correct.
After start, collect questions about unclear stages and improve messages. See service of the contract data and state and error design.
