People leaving at the checkout page on my website

[serpyre]

You are however missing one important fact, yourself and many here will be running existing businesses or are service providers. What is irrelevant to you may not be irrelevant to a startup or someone trying to generate growth - many business conditions have changed in the past year.

At present existing businesses with some extra hard work are able to stay stable based on previous good will. Given that 70% of all online sales for the year are made in Q4 and that the enterprise companies profits are growing each year at the expense of the smaller businesses - most online retailers have a limited time window to fix problems as we are already in Q3. Spending the next 3-6mths testing may just mean they miss doubling their sales and have to wait another year - in the end however it is their business decision which is the best approach for their situation.

None of this will be clear at present for existing businesses as they thought Q4 2013 was an anomalie not a trend, we suggest you wait until Q1 2015 and refer back to these posts - there will be a lot more clarity on the content as the next recession hits in 2015.

 

[fisicx]

Given that 70% of all online sales for the year are made in Q4

What a lot of twaddle.

...there will be a lot more clarity on the content as the next recession hits in 2015.

More twaddle.

Your posts are of no help to anyone. All you do is keep spouting irrelevances that offer no solutions to the OP. There has been lots of advice in this thread but you keep derailing it with nebulous waffle.

 

[Vectis]

Can some please delete all the irrelevant posts that are of no help to the OP please and get this back on track. It could have been a good helpful post to many people, but it has turned into an argument as many posts on here do.

Agreed. Please delete all the irrelevant posts and self important twaddle. Thanks.

 

[serpyre]

Patience is a virtue - let's see what 2015 brings. Just to leave you something to chew on over the weekend - http://internetretailing.net/2014/0...-in-2013-and-look-set-to-spent-107bn-in-2014/ - if your online sales did not grow 16% in 2013 and do not grow 17% in 2014 - then you are under average and helping feed the 22%+ growth of the department stores such as John Lewis.

So the OP needs to find a way to increase their cart abandonment rates and ideally with some haste - a/b testing, surveys (cheap in money and expensive in time) or ad-remarketing (expensive in money and cheap in time) - and of course you can always combine the two - but that is up to them. The solution of ad-remarkting was offered right at the start of our posts - not our fault or even our problem no-one understands it.

 

[UseYourWeb]

"So the OP needs to find a way to increase their cart abandonment rates and ideally with some haste" ???
OP needs to INCREASE his abandonment rate? and with haste?
I thought he'd be trying to reduce the rate of cart abandonment??
Perhaps I'm not understanding all the statistics and percentages maybe ???

 

[serpyre]

Many thanks for pointing it out - should read:

Patience is a virtue - let's see what 2015 brings. Just to leave you something to chew on over the weekend - http://internetretailing.net/2014/0...-in-2013-and-look-set-to-spent-107bn-in-2014/ - if your online sales did not grow 16% in 2013 and do not grow 17% in 2014 - then you are under average and helping feed the 22%+ growth of the department stores such as John Lewis.

So the OP needs to find a way to decrease their cart abandonment rates and ideally with some haste - a/b testing, surveys (cheap in money and expensive in time) or ad-remarketing (expensive in money and cheap in time) - and of course you can always combine the two - but that is up to them. The solution of ad-remarkting was offered right at the start of our posts - not our fault or even our problem no-one understands it.

 

[Ashanti Brazil]

Re-evaluating the delivery rates and providing varied payment options helped us to overcome the problem of cart abandonment.
It would ultimately be helpful if the OP informed us of what business or at least industry he is operating in. That would give a lot more clarity to the figures.

 

[CompuGlobal-Hyper-MegaNet]

My absolute pet hate for online shopping is when postage cost is not divulged until checkout.
I also don't like to be forced to sign up to a site I know I'll probably only ever use once.
And sometimes I do a quick google/ebay/amazon search before committing to double-check that it's not available elsewhere cheaper.

I liked the advice of the guy who said you should get some friends to run through the sequence and see if anything flags up. There may be something obvious to an outside set of eyes that you overlooked.

 

[RepricerExpress]

Best to start with the quality of traffic you're getting before doing anything to your website. You don't mention how visitors are finding your site—is it through Google Adwords or generic traffic based upon your content? Either way, are you sure the visitors you're getting are actually interested in purchasing your wares in the first place?

 

[JamieM]

The solution of ad-remarkting was offered right at the start of our posts - not our fault or even our problem no-one understands it.

Spending money on remarketing is the last thing I'd want to do if I had a potentially broken checkout process. That needs to be fixed first.

 

[paulears]

I wonder if the problem is Paypal? You mentioned in another topic that you use Paypal for your merchant services. Many people will not have a Paypal account, and to use a credit or debit card through paypal without signing up is not a simple task - you have to click on the pay by credit/debit button, and then you just enter name address etc, but the page kind of looks like you have to sign up, even though you don't.

Could this be what is the block, if your web site appeals to older people who won't have a Paypal account.

 

[japancool]

I wonder if the problem is Paypal? You mentioned in another topic that you use Paypal for your merchant services. Many people will not have a Paypal account, and to use a credit or debit card through paypal without signing up is not a simple task - you have to click on the pay by credit/debit button, and then you just enter name address etc, but the page kind of looks like you have to sign up, even though you don't.

Could this be what is the block, if your web site appeals to older people who won't have a Paypal account.

But only 1.5% of his visitors are even getting as far as the checkout process in the first place, so that's not the reason for the poor conversion rate.

A multi-step basket would help as it would identify where the users are getting to when they abandon, but the OP hasn't been back so I doubt we'll get that information.

 

[ecoleman]

SERPYRE: The solution of ad-remarkting was offered right at the start of our posts

So without all the usual drivel you post, how exactly is ad-remarketing going to fix his cart abandonment rate.

Please put us out of our misery and explain how spending money on advertising will make a customer return and complete the checkout if they have already abandoned once before.

I've tried ad-remarketing before and got FA out of it. People hate it, they feel like they are being spied on when re-marketing ads follow them around the internet.
I click on them just for the hell of it because I know it cost them money.

 

[Marina.Holbi]

By the way, there are also Checkout by Amazon, PayPal Express Checkout, Google Checkout - checkout options allowing to pay on a 3rd party page, Amazon Checkout allows to use credit cards already stored in your Amazon account (just like you pay on Amazon) and use your shipping address.

 

[ecoleman]

By the way, there are also Checkout by Amazon, PayPal Express Checkout, Google Checkout - checkout options allowing to pay on a 3rd party page, Amazon Checkout allows to use credit cards already stored in your Amazon account (just like you pay on Amazon) and use your shipping address.

?? I'm sure this will solve the OPs problem

 

[wayzgoose]

So without all the usual drivel you post, how exactly is ad-remarketing going to fix his cart abandonment rate.

Please put us out of our misery and explain how spending money on advertising will make a customer return and complete the checkout if they have already abandoned once before.

I've tried ad-remarketing before and got FA out of it. People hate it, they feel like they are being spied on when re-marketing ads follow them around the internet.
I click on them just for the hell of it because I know it cost them money.

Exactly my feelings - I hate those ads. Antropy gave me a link to opt out of them which actually started showing some useful ads but it only lasted a couple of months and then I was being followed again.

 

[northeast]

Papal could be a factor.
We use paypal as merchant and we do have a lot of people who ring to say they want to pay by card and don't have a paypal account and dnt want one. We have stayed because virtual terminal is useful and included in price but we must look at Sagepay again because I have heard good things about it.
Interesting to see how many people are commenting on delivery costs - we charge delivery and in view ofthis discussion, we will be lookng at that again.

 

[japancool]

Does the OP offer Paypal?

 

[ClickWebStudio]

<removed .by moderator>

The most common causes of checkout bounces, in my experience, are:
1. No SSL (or lack of obvious notice to the customer that the all important checkout page will be SSL secured, if the rest of your site isn't)
2. Load speed - nobody is going to risk having their payment time-out and go wrong, if it's not fast, it's not worth the risk, and most people will go elsewhere.
3. Postage costs not stated until checkout - this may shock the customer into leaving when they notice an unexpected delivery charge at checkout, even if they would've been happy to pay it had they known upfront - nobody likes to feel like they've been tricked.
4. Lack of delivery options - people have come to expect a good variety of postage options now, such as standard 3-5 days, 2-3 days, express / 24 hour, saturday delivery etc etc..

There are more but these are the glaringly obvious ones..

 

[japancool]

I'm not the OP, but personally, I would be more concerned by why only 10 out of 700 visitors are even getting as far as the checkout in the first place.

The abandonment rate might be an issue but with such a small sample size, it's hard to make any judgement.

 

[Adwords_Guru]

What a lot of twaddle.

More twaddle.

Your posts are of no help to anyone. All you do is keep spouting irrelevances that offer no solutions to the OP. There has been lots of advice in this thread but you keep derailing it with nebulous waffle.

Haha

 

[RanjeetJS]

There might be many reasons, one of them being long checkout process. One of the counter measure would using abandoned cart reminder extension which will help you track back the prospects ,if you are not using it already

 

[Amy@ Filplastic- Racking]

We had a simialr issue, and subsequently dropped our delivery charge by 1/3 for small orders, there was also a display issue on tablets that we hadn't picked up which meant finding the checkout was almost impossible (that's it, make it hard for the customers, excellent idea)!

 

[CodePaper]

One of the biggest problem of the most e-shops is a long checkout process. And do not force the user to register to make an order. Leave it up to his discretion.