Last few weeks conversion rate crash

Shopify Discussion

Topic summary

A Shopify store experienced a sudden conversion rate drop below 1%, despite increases in sessions, cart additions, and checkout initiations. Desktop conversions were particularly affected.

Initial troubleshooting suggestions included:

  • Analyzing traffic quality and sources (paid ads, organic, social)
  • Testing checkout flow across multiple browsers and devices
  • Verifying payment gateway functionality
  • Reviewing shipping/tax calculations for unexpected increases

Root cause identified:
The issue was caused by ShopPay’s customer checkout option. When customers had ShopPay accounts, the checkout page layout changed to make ShopPay appear as the only available payment method, blocking other checkout options.

Resolution:
Removing ShopPay as a checkout option immediately restored conversion rates to previous levels. The store owner wants to re-enable ShopPay but cannot until the problematic checkout page behavior is resolved. The cause and timing of this ShopPay layout change remain unknown.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
2

Hello,

I think you should first analyze the quality of your traffic. Since your sessions and cart additions are up but conversions are down, it might be worth looking at where your traffic is coming from, whether it’s paid ads, organic search, or social media.

A new ad campaign or a shift in targeting could be bringing in less-qualified visitors who browse but don’t complete purchases.

Next, review your checkout flow. Even though you’ve tested the checkout yourself and didn’t notice any issues, it’s worth double-checking a few things. Consider browser and device compatibility, especially since the desktop seems to be down more than the mobile. Test your site and checkout on multiple desktop browsers and devices. Also, verify that your payment gateways are functioning properly, as temporary disruptions can sometimes occur. Don’t forget to look into shipping or tax calculations. Unexpected increases here can cause customers to drop off.

Also, compare conversion paths for desktop users specifically to see how they differ from mobile.

If none of these approaches uncover clear issues, you could test a limited-time promotion, such as offering a discount code or free shipping, to see if it helps nudge conversions back up.