Reducing Customer Anxiety: Order Confirmation Emails & Thank You Pages

[mandy]

Do we spend so much time optimizing images, product copy and site usability to reduce friction and anxiety before the purchase that we forget that the customer is still a bit concerned after the purchase that the item will actually arrive, on time, in one piece?

Your thank you page only assures the customer that you’ve got their credit card information. He/she still lives on a prayer until UPS rings the doorbell. These are some of the questions in the customer’s mind post-purchase:

    * Did the order really go through?
    * Has my credit card been charged?
    * When will the product leave the warehouse?
    * Can I track my order?
    * What if I want to change my order before it ships, can I do that?...

full article: http://www.getelastic.com/post-purchase-anxiety/