Shopify has blocked everyone except Plus stores from changing the checkout experience, so most of your suggestions are impossible. If I could swap back to three page checkout we wouldn’t be having this discussion, so A/B testing the checkout or trying different things with the checkout experience are not relevant suggestions.
We are going longer and longer, and the data is there. We’re paying double now for advertising conversions, and people are reaching checkout at the same rate as before. We’ve had to increase sales and email campaigns to try and make up for the lost revenue this month. However our main product we advertise is top of the funnel for us, so we’re losing significant repeat business down the line from this change! The ONLY thing that changed is Shopify unilaterally changed our checkout experience and is not letting anyone but stores that pay $2,000+ a month do anything about it.
I recognize the decision makers have no idea what it’s like to see your livelihood taking a huge hit for something completely out of your control, which is why we should have the control over our own stores!
Ive already explored all the suggestions you made that we could do anything about and gotten nowhere. I don’t see why Shopify won’t simply allow stores to choose what works best for their store.
I run 4 stores on the Shopify network and all have had a decrease in conversion rate since swapping to OPC.
This is not imaginary, the data doesn’t lie. After looking at averages over periods of months, we’ve gone from easily pulling 4%+ a day to now just getting over 3%.
This thread has had 3000 views, a ton of replies (and remember most people experiencing these issues won’t know how to complain or where to look).
The fact that Shopify’s featured brands use 3 page checkouts is eye-opening.
The fact we cannot choose is INSANE!
Customers are complaining… merchants are complaining… and Shopify just presses on.
The update in checkout has killed my conversions. We are spending anywhere from $100-300 per day in advertising and I cannot afford to do that when we aren’t getting orders. We had a fantastic September with great momentum rolling into October…as soon as I got the email about my updated checkout, within a day or two I noticed a sudden decrease in conversions. We already have a million things going against us in the advertising space, we don’t need our own websites working against us. We insist we get the option back to have our previous checkout options. This isn’t something we should have to upgrade to do, I’ve had it for years already. Someone from Shopify, please respond this, and let us know what your corrective plan is. We are rolling into the biggest season of the year, and this will cause all of us to take massive hits in Q4. If This isn’t addressed, I will find a platform that is working for us.
We too have been experiencing issues since Oct 2. It’s frustrating to trust your business to a platform like Shopify to be gaslit. I understand there being bugs to work out but not working them out and pretending there isn’t an issue is unacceptable. We continuously see support advising to open a ticket and act as if nothing is wrong. We have opened several tickets, we have sent several links of forums where many of their customers are experiencing this and still nothing. We have been with Shopify for over 12 years and have never experienced this type of response or lack there of. What can be done? Otherwise we will be leaving soon. We are loyal and don’t want to leave but this is ridiculous. At this point almost seems intentional since the complaints are being ignored!
I’m a florist who previously loved Shopify. This forced one page checkout has created nothing but headaches and bad customer reviews and response. My conversions are way down, my e-commerce store has had to hire phone support to field all the frustration and order taking because of the techinical issues with the one page checkout. I have spent hours with my Shopify Expert (at my expense) and with Shopify support ( completely unhelpful and frustrating) with no solutions presented. Please please allow stores to revert to the previous checkout flow.
I appreciate the feedback Dylan. My entire team is taking every comment seriously. With this one, I’ve had a personal look at your 4 stores. I’m open to discussing the conversion trend with you to interpret what you’re seeing, and to hear more about the specific issues you see with the one-page checkout that you believe result in lower conversion for your stores. My team and I will reach out early in the new week.
Many of the largest brands with Shopify Plus use the one-page checkout. Those that don’t may not have yet upgraded to Checkout Extensibility for their customizations (versus our old technology of editing checkout.liquid for customizations).
Thanks for taking the time to share here. I want nothing more than to see your business succeed during the holidays (and beyond). I’ve had a chance to look at your store’s conversion rates and I don’t draw the same conclusions as you. I’m happy to have myself or my team connect with you directly to better appreciate what you feel is hurting your conversion rates, and if there are any specific issues you or your customers have spotted with the one-page checkout. We’ll follow-up directly early in the new week.
Dear Shopify staff @Mani_Fazeli@Don I am really sorry for you, that you still don’t get it. We just want the option to choose between onepage or 3-page checkout. That’s it. Nothing less, nothing more. Thank you
I assure you that we’re not ignoring you, and I’m grateful for the 12 years you’ve spent running your business on Shopify. I’ve had a chance to look at your conversion rates personally. I know you’re about to come into a big month. My team and I would like to speak with you about the specifics of any failures you’ve seen with the one page checkout. I know you’ve opened several tickets, and we’d like to review it all with you to see if there’s anything we’ve missed. Please expect outreach early next week.
Monica, I’d love a chance to get more details from you. I personally checked your conversion rates and tested your site. While I don’t see conversions being way down (my team and I are happy to look at this together with you), I did find something that didn’t seem right. I was able to provide a valid address and get a delivery rate one time, but a valid address without a delivery rate another time. We’ll need to review your support tickets / conversations, and I want to quickly determine if there’s a bug here, so please expect a follow-up from my team early in the new week.
Hi Chris, I’ve had a chance to look at your conversion rates. I saw some softness in the past week, but otherwise normal fluctuations since the one page checkout launched, ranging back 90 days.
We want to see your business, and everyone else’s on Shopify, succeed. That’s why we’re monitoring every comment closely to see if there are systemic issues that we need to remedy. If you have seen specific issues or failures, or have details from any comments from your customers, we’d really appreciate hearing them (we’d capture them in a support ticket to easily share internally). I commit to reading them myself.
The reason that many Plus merchants are not yet using the one-page checkout is that they first need to upgrade to Checkout Extensibility. Then, they’ll be eligible. There are many large brands that already use the one page checkout. The one page checkout is where the majority of our energy and attention will go for optimizing performance conversion rates.
Can you check my site and tell me about my conversion rate? I see you posting the same answer for everyone and I just don’t understand what your conclusions could be? Genuinely curious. Would love to know. - Laïla
I took a look Laïla. I see softness in your conversion over the past month. It’s not large, but it’s present to my eye. But it began a couple of weeks before the launch of the one page checkout to everyone.
I tested your checkout to see the shipping and pickup options you offer, payment options you offer, and how you deal with cross-border sales. Nothing stood out to me. I’ll have a further look in the new week, but I’ll make the same ask of you: have there been any unusual or unexpected comments by your buyers in the past few weeks? Anything specific that can help us see if the one page checkout is not behaving as it should?
You’ll see us continue to optimize the one page checkout based on our learnings across the millions of merchants that are using it today.
Hi, thank for checking. I actually switched over to the one-page checkout on August 08 upon receiving an early-access email from Shopify (I tried to attached the email but it’s not working).
In terms of specific issues, we hosted a sample sale this past Friday and a few customers messaged saying they simply could not check out. That once they hit ‘Pay now’ nothing happened. I got on the chat with someone and nothing could be done. The thing is that most customers won’t take the time to message us to say our website is not working.
Even a drop in conversions since the ond checkout and the customer behavior counter which goes off the rails (eg: 1 visitor, 0 active basket, 5 payments in progress). I opened tickets with Shopify support on this subject, they close them without fixing the problem, it becomes nonsense. Does anyone else have this counter that has gone wrong since the one checkout? To me this clearly shows that something is not working correctly.
exactly! They just don’t get it. Instead they just continue to tell us pretty much we are imagining it when I know for a fact what our sales were before this and what they are now. Also had this issue when we switched early to the one page checkout previously and once we realized it was the checkout we switched back to the 3 page because at that time we actually had an option to do that and like magic everything got better. But sure it’s not the checkout Shopify.
