Lost Conversions

Why aren't my customers checking out?

[jcheung64]

I monitor my marketing daily and also who's online shopping from my admin. I frequently see customers placing items in their shopping carts and going through the checkout process and than just disappear. What am i doing wrong?

[seonick]

Is it all your customers or just some? It could be that they are teying to checkout and encounter an error of some sort, or they are checking out to determine the shipping costs and then leaving.

Walk through your checkout to see what the customer sees. Also have a friend (or your mother) do the same and watch them to see if they have any issues.

[bmcgee]

About 70% of all users abandon their shopping carts. Compare your stats to that before deciding to worry about what you might or might not be doing wrong.

[victor]

Check you are not springing surprises at the last moment -- like the delivery charges or insurance or a sudden need to know a lot of irrelevant personal details.

A lot of people will go through to final check out on several sites just to get the real actual cost before then buying from the lowest priced / quickest to deliver / better returns policy / whatever site.

[BradleyT]

We get people who do everything including entering address and credit card, calculate and choose a shipping method, and get to the final review/confirmation page and they bail out when all they have left to do is click one button.

Sometimes we call them up to see if they made a mistake - often times they just say they changed their mind. To me that's weird - I've never enetered all my details including CC and then bailed out - I always bail before entering my CC info.

[Miklo]

Usually, I bail because of the following reasons:

- I get an error message stating that I forgot to enter some of the information. When I press the 'Back' button, all the fields are empty again. (Very annoying!)

- I have to enter my cc details and I see no secure lock or https in my browser.

- I have to enter too much information that has nothing to do with my order, i.e. Date of birth.

- The total price is totally different or much higher, because of shipping costs, tax etc.

Just my two cents.

[etechsupport]

This is the fact that online shoppers are not very market savvy. I think consumers behavior and their buying habit are effected by certain situation and slight bit by online environment.

One important aspect might be possible that the customers are not feeling secured during making payment online,that can be possibility that few of them suddenly leave the shopping cart and disappear.

[lgn1]

We have customers who enter everybit of information, but then bail on the entering the credit card screen.
Fortunately we record information in a database at
each step of the checkout process.

We are going to take that information (customer address, phone numbers and email and conduct a customer survey).

We may even offer first time customers a second chance to buy (since we also have their shopping cart) and offer a discount to try to save the sale.