Does anyone know of any good studies, reports or resources involving e-
commerce/shopping cart ethics or best practices?
Currently I am working with a site that automatically adds (extended)
warranties to products when adding the product to the cart. The
customer is in for a surprise when they enter the cart and find a
price higher than they would expect, and must remove the warranty
(which is subtle and easy to miss) manually.
I am trying to support the idea that this is having a substantial
(negative) impact on cart abandonment rates, and a more long term
effect on customer trust and loyalty.
My personal belief is that this warranty should never be an "opt-out"
scenario and it should be treated and marketed as any other up-sell.
Any data or studies outlining these scenarios would greatly assist me
in supporting my position.