[E-Commerce] Placing an order doesn't update their name if they are registered.

[bcalpha]

This is not a new issue and I'm sure it's been taken up before, anyhow, the issue is this.

Let's say someone use their email with a fake name / pseudonym in:

1. Forums
2. Newsletters
3. Blogs
4. Events
5. Any comment

When they later place an order and enter First Name and Last Name, those will be ignored by the system and not be placed on the customer record - instead the fake name / pseudonym names will be used, essentially making an invalid order. And the only way to "Fix" this is to contact the customer and ask them to create an account, login and update their name. Because of this complexity our clients loose sales.

This is caused by the fact that the contact details are on the customer record and not on the order-level.

[Ricardo_A1]

I'm not sure what kind of situation somebody would not use their real name when paying for something.

I think in your case it's not quite a technical issue but a site trust problem.

- I would maybe reinforce the site trust, first of all, making a Privacy Term page to make customers aware that their details are confidential so they can enter their real name in order to make it valid.

- Make sure the site security is validated, security seals, SSL, merchant certificates, PCI certificates are visible on the registration pages or payment form.

You can enter a text on the receipt page to alert them of invalid order if the name does not match the payment record... or something of the kind.

Share your site so we can check.

[bcalpha]

Hello Ricardo A,

Of course they would not use a fake name on the order, but they would probably on a newsletter.

The issue is that if they place an order after signing up on a newsletter, then the order will still use the name they entered when signing up for the newsletter - the system simply ignores the name on the checkout form because they already exist on the customer record.

[bcalpha]

To be clear, the system does not allow you to update the First Name and Last Name in the checkout form if those fields already exists on the customer using the same E-Mail address as used when placing the order.

[Ricardo_A1]

If its not something the system does not get fixed automatically you could request it as a feature or bug under the ideas.

In the mean time you can code your receipt page so after the purchase the person can see their order details and they can check their name and other details and make a statement that the customer is responsible for the information they entered if anything is wrong then give them an option maybe a link to their page to amend their personal details or request the site admin to make the amendments to the order.

In most cases, this can work just fine don't worry I come across to some order made to a father using mother's card then paid by son order in the name of the father etc, like every other e-commerce terms and conditions are there for it to make sure its their responsibility to make sure their name is correct.

Hope you get your answer soon

[bcalpha]

Adobe does not consider this a bug, It's how the system is designed.

[Stephen_Blignault1]

bcalpha is correct.

Imagine is someone can come onto your website and start filling out forms with email addresses that they know exist on your website and making up goofball names and all of the sudden all your customers start having goofball names because the BC system simply allows a form to update firstname and lastname whenever a form is submitted?

Anyway, regardless of that scenario, a "fix" would be to get customers to log in first and earlier on, such as on the shopping cart page or even on checkout page (hide all content until users create account or log in) in order to get people to log in and then to display their first and last names as a preview. Then have a link that allows logged in customers to adjust their CRM details (like first and last names).

[Liam Dilley]

Of which MOST eCommerce sites ignoring CMS they use do anyway for the same, similar and more reasons.

[bcalpha]

Requiring visitors to sign up to an account to make an order would cause us to loose half our clients (Especially those in Germany that are fanatics about privacy).

The only proper fix is to have First Name and Last Name to be unique to the order instead of linked to the CRM.

[Stephen_Blignault1]

Again, the issue is caused because you have people filling out forms on your site elsewhere. Filling out a form on a BC site places you into the CRM.

Here's a solution we have:

On our checkout page all fields are hidden except for the Email Field. Once a customer fills in the email address field we do an AJAX lookup to see if email and / or username exists in the system then prompt the user to 1) sign back in (if username exists) or 2) create an account (if only email exists) and option 3 always exists, 3) Skip which simply displays the rest of the checkout. non-logged in customers are prompted to create a password. The username field is "hidden" within the Email Address and Confirm Email Address fields. (username == emailaddress).

This method caters to returning customers and will catch any dirty data you may have.

[Liam Dilley]

That is not what people are saying. You do not have to have people sign up, but if they have account and returning customers you set that up. We even have some sites where on entering your email it says "Hey, your a returning customer" and gives them options.

There is no "FIX" as people keep telling you. You ask for that and it is changed it is going to cause MORE problems then you think it solves and there is 3 of us in this thread alone that would want it removed right away if it was.