Customers abandoning at checkout

Highlighted
New Member
6 0 0

Hey guys! 

So I only launched 4 days ago, so I'm really new and am probably worrying about nothing - but i'm putting a lot of work into my store so I wanted to make sure there wasn't anything I was doing wrong. 

 

Since the launch 4 days ago i've had 526 online store sessions and made 1 sale, but I have 6 sessions that reached checkout but didn't purchase. I've checked over my checkout process and everything seems fine so I hope there isn't a problem i'm not seeing!

Check out my store here, www.omgrl.com 

0 Likes
Highlighted
Shopify Staff
Shopify Staff
359 30 59

Hey, there!

 

This is Ren from the Shopify support team, here to help you out!

 

Just gonna start by saying congratulations on your successful launch and first sale! I think you've developed an awesome, niche product that's on trend and I really enjoy your site design and branding.

 

When we consider the top reasons users abandon carts there are 4 major angles to look at. 1. Mandatory account creation before purchase, 2. complex checkout processes, 3. unexpected delivery costs and 4. security concerns.

When I ran a test, I noted that the checkout was easy, it felt secure and I wasn't asked to sign up - this leaves us with the unexpected costs. When you view your analytics can you see users from outside the UK? It looks like you offer free shipping in the UK and $10 flat rate elsewhere - could it be possible that some of those abandoned carts were dissuaded at checkout once the cost of shipping was calculated?

 

It would be worth considering offering free shipping worldwide although this means either eating the cost of the extra shipping or increasing the price of your products to help mitigate the shipping costs. Another method would be to offer free shipping after a certain amount (say, 3 shirts or $50 in cart). You could also look at creating some sort of initial incentive like a discount code upon email sign up, or a click-to-win feature like Spin Wheel Pop up.

For now, what you can do now is create a cart recovery plan. Fire off those abandoned cart emails and include some incentive to return like a discount or limited time special offer. Also, keep in mind that sometimes people abandon their carts due to an issue with their card and will get busy or forget so the cart recovery email is a really nice reminder nudge in those instances.

 

I absolutely love your IG account and suggest looking into connecting the sales channel if you haven't already. Also, read up on influencer marketing and how to use this to elevate your products and brand! I feel like your products would definitely grab the interest of influencers out there. 

 

Let me know if you have any troubles implementing the suggestion above! I'm happy to assist further or to answer any questions.

 

Ren | Social team @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Click Accept as Solution 

0 Likes
Highlighted
Shopify Expert
179 0 15
Hello. I love the overall look that you’re going for. I would definitely add more to the homepage. It is kind of empty right now. A better layout of your products and. A few graphics will make your site pop. Also what platforms are you using to advertise your website?
Web developer/Graphic Designer
christina@designsrus.us
0 Likes
Highlighted
Pathfinder
83 4 26

Hi @LauraOMGRL,

 

Congrats on getting your first sale!  A high dropoff rate between add to cart and conversion isn't uncommon.  Do you use Google Analytics to analyze traffic on your site?  If so, we'd be happy to help you figure out where in the conversion process your losing customers (i.e. do the add to cards actually start the checkout process and leave, or do they never reach checkout to begin with). 

 

Let us know!

Entaice

Tired of having high traffic but no sales?
Learn how to increase your conversion rate with this Step by Step Guide
0 Likes
Highlighted
Shopify Partner
116 8 104

Hi Laura, 

 

The first thing I noticed with your checkout flow is that it was asking me to fill in the apartment/suite number as a required field. The address I input didn't have an apartment/suite, so that may be the reason that people can't proceed with the checkout. 

 

I would also say that there are some conflicting messages for shipping. You had an announcement bar that said that I qualified for free shipping, but the shipping policy said that it would be 10 pounds to the USA. Setting your announcement bar to be location-based messaging will help with the confusion and help with abandoned checkout. 

 

It is also common for people to abandon checkout. They want to see what the grand total is with shipping and other fees, but they aren't ready to buy. Therefore, it is important to build a system that can recover as many of these carts as possible. Do you have abandoned checkout emails going out? This can greatly improve your cart abandonment rate. You can also incorporate coupons and other incentives into your abandoned checkout emails to motivate the buyer to commit. 

 

Good luck!

0 Likes
Highlighted
New Member
6 0 0

Thank you, this is all really helpful. I took your feedback on board and I switched up my shipping options, so i'm hoping it helps. I can totally relate myself to not wanting to pay for delivery, so i'm going to test taking the hit on it while I get started and build up trust from my store :) 

0 Likes
Highlighted
New Member
6 0 0

Thank you! I didn't realise I had the apartment/suite section as mandatory, so i've now switched this. Very helpful!

0 Likes
Highlighted
Shopify Partner
1020 50 152

Hey,

The easiest and fastest way to overcome your problem is by making your store more engaging and interactive. Have you tried sending abandoned cart push notifications and Emails to your customers yet? You can try a Smart Marketing Platform like Aitrillion which not only engages customers by using Abandoned Push and Emails but also rewards loyalty points for the fulfillment of abandoned cart purchases. 

Sachin D | Shopify Growth Expert @ AiTrillion

- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- 10+ Years of eCommerce experience.
- 1400+ Stores Designed on Shopify.
- 13+ Shopify Apps launched on app store.
- All in One Marketing App on Shopify AiTrillion Marketing Automation
0 Likes
Highlighted
Shopify Partner
1497 93 330

Hey Omgrl,
Getting views surely means visitors are interested to buy from your store, however they might not have found your store appealing, though it's a gem of a store still surely, you can work on few aspects mentioned down below which will help you in settling UI and overall functionality which will build trust for visitors and eventually drive you a lot better sales.

  1. Add some social links to the footer for better connectivity.
  2. For some sales at the start, you need to offer some discounts to get going as a promotional offer.
    Also, it would be great if you can create a seperate sale page for discounted products.

  3. Add some more blogs for better clarity.
  4. Also, You have around 97 products and sure you might add a few more as its just a start for your visitor might feel hard to find the right product.
    Also, your search page is a bit off and empty https://www.omgrl.com/search?q=. Don't you think if suggestions are offered to the searchbar, there will be a lot of chances for a visitor to buy from your store?
    I would recommend replacing the default search with an advanced search like Sparq which allows synonyms, advanced custom tag filters, spelling correction, and other such features. Visitors with search are high intent users and their conversion rate is higher than normal users.
    Check out the features live here.

  5. If you're suffering from lots of traffic and little sales due to abandoned carts, you're not the only one— and PushOwl could be the answer you're looking for. Automated abandoned cart push notifications can help you increase sales and re-engage visitors to your site who have left.

  6. You can also install one of the most popular app Growwave which is all in one marketing platform that helps store owners increase conversions with ease.
    I hope my feedback will help you convert visitors into customers.
    Neha:)

     

     

 

Sparq is a fast and beautiful search solution for Shopify store owners. It allows store owners to upgrade their default search to an extremely fast, more user friendly and feature rich search
0 Likes