Loss of customers between Add to cart and Check Out step

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New Member
3 0 1

Hello,

 

I am having a problem with my shop, the traffic is ok but I'm losing between half and 2/3rd of my customers between "Add to cart" and "Check out". For instance, for the last 7 days, the numbers shown are 15 Add to cart for only 6 who reached Check out. Here is the shop: https://www.blacklegacy.co, but the theme is simple and I don't see how it could be the reason.

Do you know why this happens and if there is a way to fight against it?

 

Thank you.

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Shopify Staff (Retired)
Shopify Staff (Retired)
60 0 10

Hi Nicolas,

Rob here with Shopify.  Abandoned carts or losing customers between that vital spot between cart and check out is an important hurdle for all online merchants.  I've seen statistics that say 50% of all online shopping carts are abandoned so you are definitely seeing this yourself.  

The first thing I would recommend is our Professional Plan if you're not already on it.  The reason for this is the abandoned checkout recovery option.  In your admin if you go to order>abandoned cart and click on those orders you can send a recovery notification right from there or you can set it up as an automatic option under settings>checkout and order processing.  You can even customize the notification and offer discounts if you'd like.  

There is also a number of apps that will do similar things as well such as https://apps.shopify.com/linkerfriend-lead-management-tools  Following up with your customers with a personal touch is always a great step.  

Your site already follows a few key ingredients to lowering abandonment such as easy navigation, but something else you may want to consider is making it blatantly easy to contact you with any issues.  While you do have a contact section sometimes using a clickable link and contact form like https://apps.shopify.com/better-contact-form-1 makes it that much easier and overcomes some customers' fears.  

Product reviews are also a good way to encouraging conversion as well.   https://apps.shopify.com/product-reviews

Rob
Shopify Guru

Rob Shopify Guru
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New Member
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Hello Rob,

 

Thank you for your thorough answer but I am already using a professional plan and I am only losing a very few customers between Check out and Purchase.

My real problem is the step just before, from Add to Cart to Check Out, and I can't mail these customers as they haven't given their personal infos yet when they abandon their purchase. I can't find any speficic infos on this step, even if your advices might help and I will implement them.

As for this week (updated today), I am losing 75% of the customers before Check out, I'd like to go up to 50%. Is there any way to see why this is happening? Could it be because the cart icon on my theme is so small? I really can't find any convincing idea.

 

Thank you.

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Shopify Staff
Shopify Staff
182 0 11

Hi Nicolas, 

I also recommend trying out the app Lucky Orange. It provides recordings of customers navigating around your store so that you can see exactly why they're leaving between the cart and checkout pages. 

I agree that the cart icon is pretty small. This is something our theme support might be able to help with, I sent you an e-mail in case you're interested in customizing it :) 

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New Member
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Hey Nicolas,

For starters, awesome website and products! Love seeing unique apparel brands. As for an answer to your question, I'm afraid I'm in the same boat...I would love it if someone could shed some light for us!

I have a ton of customers "Adding To Cart" without actually placing an order. I am unable to retrieve these customers as no info/email/name was left behind, as they did not proceed to checkout. :/

Does anyone know if there is a Shopify app that can help with this? Or perhaps, any techniques, design tips, anything really to help lure the customer into the "Checkout" phase?

My shop is, www.AsOfLatte.com if this helps with any future answers.

Thanks in advance and best of luck Nicolas!!

-Joel

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New Member
3 0 0

Hi Nicolas and Joel,

Same problem for us www.thewonderfulgardencompany.co.uk. 31 added to cart, 19 reached checkout, 12 purchased. Only 1 abandoned cart to chase. Frustrating.

I think the more visible "contact us" is a good idea, as are reviews - though we don't have any yet. A good set of FAQs would be useful too but I don't get the psychology of selecting a product and not getting to checkout - what is making the customer change their mind? It can't be price becuase they wouldn't have added it to the cart in the first place.

If we can crack this then success awaits! I'll update on what I find useful.

Yours,

Nick

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New Member
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Hi Nicolas, Joel and Nick, I'm in the same boat!  I have consistant cart app showing me that 7 carts have been abandoned at the same 'Add to Cart' stage. This shows them as Anon as obviously they haven't input any contact details at this stage.

I've started using InspectLet on my site http://www.rockpapertee.com to see if this will shed any light on what the user is doing.

Any other suggestions welcome.

Thanks,

Arron

 

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New Member
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Hi what about if someone just added to cart and didnt even get to reaching checkout. What would be the point in upgrading to the professional plan if in basic you can manually send checkout recovery emails ?

Shopify do send me notifications of buyers who have added to cart, but have not reached checkout stage.

Sorry, i can see from above we all talking about the same thing, its the add to cart and you have no details of buyer which is frustrating

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New Member
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my ecommerce card problam plz check the problam http://www.landrecordinfo.in/

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New Member
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Good morning,

Having read around this a bit more, I've added an obvious "contact us" tab so it's easier for customers to ask questions. And I'm going to set up a better FAQ with questions linked through to blog answers (internal links = good for SEO).

Our conversion is 1% purchasing, so half what is considered the average. Painful.

Beyond that Google analytics should help but I'm considering free trial/subscripton to http://www.luckyorange.com/ . Looks very useful but with weekend coming up, today's not the day to start a free trial.

Good luck with your efforts.

Nick

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