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The Word

  • Posted : 08/03/2010
  • Name: Oliver
  • Subject: Log In Procedure

Comments:

" Your "login at checkout" procedure is ridiculous. I should have ultimate choice over whether I log in.

I have an account. I can't remember my password or forgotten password. I'm in a hurry so I'm not jumping through hoops and I just want to buy something.

So I try just filling in my details and it says I have an account so need to log in. Congratulations, you've just lost a sale!

Tips for the future:
- Log in should be an email address and a password. That's all.
- If customers want to check out without an account, they should be able to.

As I say, it's too late for me... I've just bought what I wanted from another site for an entire two pounds more. I have an account there and they didn't give me any gyp about not logging in. "

Scan's Action

" Hi Oliver,

We would firstly like to offer our thanks for you feedback. We really appreciate you taking the time out to send us your thoughts on our log in system. You have some valid points here, and it’s probably prudent for us to explain our reasoning for using the system that we do.

1) Fraud Prevention/Security
Having detailed basic information helps to prevent fraud. It’s unlikely that a potential crook would know all the details that are required. For those who prefer not to use their mother’s maiden name, you can use any memorable word you wish!

2) Fraud Investigation.
Not only can we try and prevent an initial fraud, but we can also help negate any future activity or investigations by obtaining as much information as possible. An email address alone does not give us much to go on.

3) Invoicing/Warranty.
The system that we use requires all orders to be linked to an individual account. If we processed an order without linking it to a specific customer as you suggest, then we would be unable to reference the individual product to the account should the need for advice or returns arise.

4) Scansure Insurance.
In the event that you select Scansure as an option on your order, full account details are required for documentation should the need for a claim be required.

If you have any problems logging into your account, you can contact our Customer Services team on 0871 472 4747 to check all the details bar your password. This information can be checked instantly by using the ‘forgotten password’ prompt at the following link; https://secure.scan.co.uk/aspnet/Login/ForgottenPassword.aspx

We thank you again for your feedback, and hope this information has been useful to you.

The Scan Team. "