Phone and email fields should be allowed to be hidden on Snap's card payment page, to simplify customer inputs & improve conversion rate

[erikdemarco]

Currently I'm testing SNAP redirect to process credit card payment. And Midtrans force to show phone and email field on credit card checkout field. Look this comparison of credit card checkout page between couple market leader of Indonesian payment gateway.

MIDTRANS:

DOKU

XENDIT

As you can see, our credit card checkout form is the most complicated to fill on the market today. Most of modern credit card processor is hiding the email and phone field. Only showing CC#, expiry, and CVV.

And there is not way to hide that phone and email field, midtrans only allow to make it optional (but still show the field). I ask the support team, which never ever helps when asking anything about technical problem. They suggest to remove the "email" and "phone" parameters from "customer_details".

Which is wrong suggestion. If I remove "email" and "phone"parameters from "customer_details" The 'phone' and 'email' field still exist just not filled.
Then If I add "email" and "phone"parameters to "customer_details" The 'phone' and 'email' field will still exist and autofilled with the value I send.

Please add additional parameter so we can hide this unnecessary field, because based on our test, this fields really hurt checkout conversion rate.

[rizdaprasetya]

Hi @erikdemarco thanks for reaching out and keep letting us know your feedback!
Agree with your point. Our Product Research team also have similar thought with your main point of:

Make phone and email field can be hidden on credit card checkout page.

So our Product team planned solution to this is to hide the unnecessary fields by default in the next revamped version of Snap UI. Our team is already working to implement it along with other UI improvements, one of the focus is aligned with your concern about improving conversion rate (like simplifying number of steps/clicks for customers, etc).

ETA: Now this revamp is partially-live on beta users, but is not yet rolled-out for all users. The Snap Product team is working to have it rolled out for all users sometime this year. So hopefully soon you will experience it.

A bit of history, those fields was mainly intended for merchants who already collect those information on their site, so they can forward it on Snap API call. But yes it kind of not ideal for merchants who don't do/need that.

midtrans only allow to make it optional (but still show the field)

As of current Snap, yes that's true unfortunately. To make the field optional (but still shown) you can either:

• on Snap redirect-mode: append ?skipCustomerDetails=true to the end of Snap's redirect_url.
• on Snap JS pop-up mode: add it as options param like so snap.pay( yourSnapToken, { skipCustomerDetails: true } )

I ask the support team, which never ever helps when asking anything about technical problem. They suggest to remove the "email" and "phone" parameters from "customer_details".

Sorry to hear that, agree that's not an ideal answer. Thanks for providing this specific, i'll make sure this reach our Support Team so that hey can improve. We also already forwarded them with your previous complain about Woocommerce question. If you don't mind, can you copy the subject of email/chat, or your merchant name, or email address? To help them find the specific conversation thread, so I can make sure they really improve on this part.

Thanks for reaching out.

[rizdaprasetya]

Will keep this issue open & update you on the Snap revamped version release.

[rizdaprasetya]

btw regarding this:

I ask the support team, which never ever helps when asking anything about technical problem. They suggest to remove the "email" and "phone" parameters from "customer_details".

I have informed Support Team, and they've found & acknowledge the answer was incorrect. They identified the knowledge gap & are working to improve on their product knowledge to avoid future similar case. Thanks for the feedback to help our team improve 👍