Default Shipping Address Issue

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   We just ran into a minor usability issue and I'm hoping someone has an easy fix/suggestion.

If a registered customer is going through the checkout, the default shipping selection is "Use my billing address" even if they have a "Default shipping address" defined.

Is there a way to have "Default shipping address" be the default selection if the customer checking out is registered and has a default shipping address? 

Seems like having "Default shipping address" be the default selection would be what the customer would expect, and making them choose again is a missed opportunity to make shopping a better experience. Worse, I've recently had a customer forget to check "Default shipping address" and then get angry that we shipped to their billing address.

Anyone tackled this yet? Perhaps I'm missing a control panel setting somewhere?

Thanks!

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rotokirby Members Profile Send Private Message Find Members Posts Add to Buddy List Senior Member Joined: 22-April-2007 Location: United States Status: Offline Points: 0	Post Options Post Reply Quote rotokirby Report Post Thanks(0) Quote Reply Topic: Default Shipping Address Issue Posted: 14-February-2012 at 10:06pm
	We just ran into a minor usability issue and I'm hoping someone has an easy fix/suggestion. If a registered customer is going through the checkout, the default shipping selection is "Use my billing address" even if they have a "Default shipping address" defined. Is there a way to have "Default shipping address" be the default selection if the customer checking out is registered and has a default shipping address? Seems like having "Default shipping address" be the default selection would be what the customer would expect, and making them choose again is a missed opportunity to make shopping a better experience. Worse, I've recently had a customer forget to check "Default shipping address" and then get angry that we shipped to their billing address. Anyone tackled this yet? Perhaps I'm missing a control panel setting somewhere? Thanks!
	Rotofugi Designer Toy Store & Gallery Chicago > IL > US http://rotofugi.com

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 17-February-2012 at 1:07am
	Hi Rotokirby, There are good reasons that Billing Address is the true default. For example, AMEX requires that the shipping address be the billing address, or you will lose any charge back dispute almost automatically. Meanwhile, here's how you can change the language: In /pc/opc_genshipselect.asp find two instances of "Default shipping address" Change them to whatever you would like them to say, maybe "My normal shipping address" If you would truly like to have that second option checked by default, we'll look into it further.

rotokirby Members Profile Send Private Message Find Members Posts Add to Buddy List Senior Member Joined: 22-April-2007 Location: United States Status: Offline Points: 0	Post Options Post Reply Quote rotokirby Report Post Thanks(0) Quote Reply Posted: 17-February-2012 at 8:41pm
	Hey Sean, Thanks for the reply. IMHO, the chargeback issue is minor, since customers could still enter a different shipping address, even though it defaults to the billing address. I see this as more of a usability / interface design issue. Maybe changing the language from "Default Shipping Address" to something else is the answer, or maybe changing what is checked is the answer....I haven't made up my mind yet, lol. Regardless...thanks for the feedback, much appreciated. Best, Kirby
	Rotofugi Designer Toy Store & Gallery Chicago > IL > US http://rotofugi.com

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 17-February-2012 at 10:26pm
	Yeah, I hear ya. Hmm. I'd love to know Hamish's opinion on this one. I've just never been challenged to think about it before, esp. as personally, unless sending a gift to someone, my billing address is actually always my shipping address when I'm shopping online. When one logs into their account on PC, and goes to Manage Shipping Addresses, there is the "default" address. I expect this is probably the first shipping address they used when checking out the first time. For most folks, that probably is/was their billing address, so it's never really come up as an issue. But I do see your point on the UI side of it: if there's a "default address", why doesn't the system default to that? I expect the issue would be something like this: Say the first time I checked out on your store, I was purchasing something for someone else, or maybe to be shipped to me somewhere's else (for example, my extended family lives back East and I frequently purchase things online to arrive at my mom's house in PA when we're back visiting). That would become my first default billing address. Now, the next time through, I actually want it sent to us in California. If I'm not paying attention (high probability of that happening, LOL!), I'd have shipped the order to PA rather than to our home in California. If the billing address options defaults to my billing address (rather than my "default address"), that's less likely to be an issue. So, I'm starting to suspect there's almost a "damned if you do and damned if you don't" issue here. Generally speaking, I'd probably error toward having the billing address be the actual default. However, if you have a demographic that frequently has a shipping address different from their billing address (maybe one is selling products to the infirm or to Seniors and it's their children purchasing, for example), then I'd error towards having the "default address" actually be checked by default. I should add: Which of these scenarios is less likely to cause a user error in the UI based on one's demographic. Either way, someone's going to be like me and not pay attention to the right selection Edited by Sean@WMS - 17-February-2012 at 10:32pm

rotokirby Members Profile Send Private Message Find Members Posts Add to Buddy List Senior Member Joined: 22-April-2007 Location: United States Status: Offline Points: 0	Post Options Post Reply Quote rotokirby Report Post Thanks(0) Quote Reply Posted: 17-February-2012 at 10:36pm
	Like many decisions we have to make, "damind if you do and damned if you don't" is probably pretty accurate here. ;) To be entirely honest, I've only had one customer complaint after we shipped an order to their "billing" address instead of their "shipping" address, despite the fact that they accidentally left the billing address (default) checked. Regardless, we pride ourselves on being responsive to our customers, so I'm looking into how I can make it more clear. In our case, we have a lot of repeat customers as well as people who prefer to have stuff shipped to their work address since we sell stuff that's pricey (at least for what it is, toys)...so although it's a minor issue, it's one that does affect a decent portion of our customer base. Either way, I appreciate your feedback! Have a good weekend.
	Rotofugi Designer Toy Store & Gallery Chicago > IL > US http://rotofugi.com

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 17-February-2012 at 11:01pm
	Some things do just have to be left to "user error"; some UI's just can't be fool-proofed. So, yeah, no matter what, someone's going to be like me an not pay attention. I don't care if it's in large bold all caps red font, I'll miss it You cold edit the phrasing on the OPC and perhaps the Customer Profile page where users can manage their address book ... but someone's always going to not pay attention, do the "wrong thing" and then get upset with you like your website should be able to read their mind. If it's really an issue, perhaps the best solution would be to be proactive and enhance the content on the "Address" tab in the OPC and make a nice attention-grabbing message directing folks' awareness to the address book options. Basically put into instructional copy/presentation what the UI is trying to make them aware of. I'd love to know what you settle on doing here.