Add a reminder/warning to the PayPal payment screen that payment is not made until the Pay Button is clicked.
We are having a problem with users not completing the payment screen. I have attached a screenshot. Quite a few of our users believe they have completed their purchase after entering their PayPal information when they are brought back to this screen. They are required to click on the blue button to confirm the payment. Is there a way for us to customize this page to make it more apparent to the user that an additional action is needed? Thanks in advance for your help.
Released in version 5.9: https://help.wildapricot.com/display/DOC/Release+5.9
I completely understand your frustration, Larry
We will release an update for our payment confirmation screen in one of closest releases - actually, it's ready and just waiting for publication.
However, it will be still a kludge, because we cannot do anything to the main obstacle in payment process using PayPal Express Checkout - having payments in 2 steps. This is controlled by PayPal, not us.
If your business allows, I suggest switching to Authorize.Net or Stripe - I'd say WA integration with these systems is the best at the moment.
Oleg, Product Designer @ Payments team
Lawrence Roberts commented
Comment by ruthiyael below is right on.
And the issue isn't just not getting the customer's money. We lose the customer's confidence in the system and our website overall by this confusion. That damage is very difficult to repair.
yes that is correct.
If I got you right, the problem is related to PayPal Express Checkout payment gateway: confirmation screen after entering PayPal account information isn't clear enough.
I'll post here as soon as we have any news on this problem.
I don't have a screenshot but we have the same problem.
They go through the payment process, click the button to continue, then close the next window. Then they are sure they have paid.
We've even had people come to events having printed out the page to prove they paid... which is the confirmation screen where they never clicked the confirm button.
We've seen another version of this in which PayPal isn't completely happy with the way you've entered the address, so they pop up a grey screen with two choices - the way you inputted the address and the way they think it should look. The problem is that the browser focus is NOT on the radio buttons but farther down the page. It even stumped me for a while until I realised I had to scroll up to actually see anything.
I believe this is really a PayPal issue but if there's anything that could be done it would be very helpful.
You know how you occasionally land on these really annoying webpages where when you try to close the tab, it pops up a window asking you if you really want to leave the page? In this case I think such a popup would be actually useful - just making people realise they haven't confirmed payment yet, and give them the option to go back and finish the process if that's what they want to do.
AdminEvgeny Zaritovskiy (VP Technology of Wild Apricot by Personify, Wild Apricot by Personify) commented
Larry, no screenshot is attached.