We require a credit card number, expiry date and security code to confirm bookings. Sometimes we have customers saying they book online but we are unable to find a booking for them. We have got to the conclusion that when they are on the second step where they tick the ts & cs there is a button ont he right corner that says "complete booking -> " they think they have completed the booking and close the window without entering their cc details. They think that it is done once they tick the box of ts & cs and see the button "complete booking"
We suggest on this second step to keep the text of the bottom right corner "next" instead of "complete booking ->"
We have the same problem, customers not happy
We have the same problem.