8 Ways Payment Experiences Can Turn Customers into Repeat Buyers

Let’s say a customer visited your online store to buy a product that’s been on their wish list for months. They use their e-wallet and, with just two or three taps, the purchase is concluded and they get confirmation through email and SMS. Their order arrives right when you said it would and their total bill is exactly what you said it would be. This customer is probably going to put more trust in you, and it’s likely that they won’t hesitate to buy from you again.

Now, picture the same scenario except, this time, the customer’s e-wallet is declined for no clear reason and they have to go through multiple tedious verification processes. Even worse, their payment—their hard-earned money—gets deducted but doesn’t register on your system, forcing them to contact customer support. The customer support chatbot is basically just there to soak up angry messages and does nothing to help. Frustrated, your customer leaves a series of angry reviews on your social media page, deterring potential sales prospects.

This is probably not news to you as an e-commerce entrepreneur in a country like the Philippines, but it bears repeating: The way customers experience payments will make or break their loyalty to you. Your payment system is more than just something to make payments more efficient. Digging deeper, it plays a real role in building trust, encouraging repeat purchases, and strengthening your brand’s reputation.

If you want to turn your customers into lifelong brand advocates, you’ll need to take a wider view of your payment processes. Here’s how better experiences at the till can turn even indifferent sales prospects into lifelong advocates for your brand:

1) Multiple Payment Options Can Create Relationships

Filipino consumers have developed one of the richest digital payment ecosystems in the world. Some prefer credit and debit cards, while others rely on e-wallets like Maya. If you’re not able to accommodate all these options, you’re effectively limiting the people you can do business with.

Fortunately, if you’re already on a well-established platform like WooCommerce, addressing all these preferences is as easy as installing a locally appropriate WooCommerce payment gateway. In any case, make sure that your business can accommodate the types of payments your customers commonly use.

2) Fast and Seamless Checkouts Build Trust

A long, overly complicated checkout process is always going to result in abandoned carts and missed opportunities. Streamlining your payment process through tried-and-tested methods like adding an option for one-click payments, enabling auto-fills for forms, and auditing your processes to minimize required steps will almost certainly boost conversion rates and return business.

3) Secure Systems Minimize Payment Reluctance

Filipino online shoppers are now becoming more educated about potential commonplace online scams. Even a legitimate site will be passed over if it looks sketchy or fails to include critical security steps in the payment process. Integrating trusted local payment gateways like Maya and adding features like one-time passwords (OTPs) for confirming sensitive details can prevent fraud while also giving your customers much-needed peace of mind.

4) Instant Payment Confirmation Helps Reassure Customers

Delayed confirmations create uncertainty and tie up your customer support channels with unnecessary complaints. Whatever platform you use, set it up so that it sends customers an immediate confirmation via email or SMS. Instant notifications go a long way in reassuring customers that their order is, in fact, being processed, building trust and keeping your customer service team ready for more serious issues.

5) Transparent Pricing Reduces Negative Experiences

Your customers’ trust is paramount, and you wouldn’t want to break it by not being upfront at the very start about how much each of their purchases cost. To avoid such a pitfall, always display the full price, including shipping and service charges, before customers can make their final payments. This prevents unwelcome surprises and shields your business from potential legal challenges.

6) Easy Refunds and Returns Makes Customers Feel Confident

A hassle-free refund and return policy does two things. The most obvious benefit is that it can satiate a dissatisfied buyer, perhaps even turning them into a loyal customer. However, another important benefit is that it helps push sales prospects beyond the decision point, as they will have the assurance of redress should the item fail their expectations. Having strong refund and return policies shows that you will do what it takes to make things right by your paying customers, and increasing their confidence in your business.

7) Optimized Mobile Experiences Removes Hassles for Filipino Shoppers

With a large population of customers shopping via mobile devices, your payment system must match their shopping habits. If your ecommerce site is on a platform like WooCommerce or Shopify, it’s usually a simple matter of checking your settings or integrating a plugin to address mobile device needs.

In any case, do periodic testing so that any display issues, payment process quirks, and other mobile device hassles are fixed before they can drive your customers away.

8) Excellent Payment Support Can Turn Irate Customers into Advocates

Even if you manage to set up the best payment systems, some technical issues are still unavoidable. Thankfully, these hiccups don’t have to mean the end of your budding customer relationships. Responsive and helpful customer support, be it via chat, email, or phone, can turn a frustrating experience into a positive one.

It’s not enough to just have a customer service channel, though. Customers are bound to be emotional, especially when payments are concerned. The key to success is to deliver prompt responses and to show that you’re truly listening to your customers. With practice, you’ll be able to convert even the angriest customers into lifelong supporters of your business.

Customer Loyalty Begins with Modest Changes

Great payment systems are absolutely central to your customer relationships. A system that makes things more difficult will only irritate your customers for no good reason. Even if they do complete a purchase, negative feelings surrounding your processes will linger indefinitely, reducing loyalty and invaluable repeat business.

Thankfully, every small improvement makes a big impact. Once you implement the ideas described above, it will be possible to turn everyday payments into an engine of continuous customer loyalty.