How to help customers enter correct Billing Address?
Hello, I have about 3-5% of my eCom transactions fail because of address issues (I am LS Omni, and LS Payments). I have tried several things to minimize the impact of this:
- I moved to one step checkout so people can see their billing info and CC info on the same page. The multi-step checkouts are terrible for this as the customer cannot see their address at the same time as the CC, and once get to the CC page, they just get a "Fraud detected" warning with no explanation. My failure rate on those checkouts was probably higher than 10%.
- I have used the automated payment reminder emails to prompt them to correct their address. However, per a previous support conversation, the customer actually needs to CANCEL the order - they can't rerun it once the CC has been declined for address issues.
- Incorrect address issues often get saved to their profile, and they reoccur even if the customer fixes them in an a transaction
What can I do the help customers enter their address correctly? I get it, people should know their address. But people enter things like "Str" for street, they skip a space so it's 123Address, they put extra notes like "Bob Smith c/o John Smith" and the ONLY message and feedback they get from lightspeed is "Fraud detected".
Is there a way to change the message to provide more details? Is there a way to highlight the fields that caused the error (sometimes in the CC sometimes in the Address)? Is their a way for the customer to fix it without having to cancel the order (which about half of the people who have a failure do not).
This is just super painful to watch happen as it is a direct revenue impact that hits me after we made the sale. I am sure others have similar issues - is there any best practice or enhancements that can help this?