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elgato
Joined: 24 Feb 2005
Posts: 17235
Location: Texas
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| Posted: Sun Jun 28, 2009 1:43 pm Post subject: PayPal survey: why shoppers abandon their shopping |
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PayPal have published the results of their second annual Checkout Abandonment Survey, looking at why website buyers don’t complete purchases. Just like last year’s survey, an excessive shipping fee was the number one reason for shoppers walking away. It’s clear that if sellers are able to offer shipping-inclusive prices, this is something that buyers like, however counter-intuitive that might be for those of us who typically sell more than one item at a time. And even if your site charges separate shipping, making that cost transparent at the beginning of the checkout flow – or earlier – is essential.
There’s some suggestion, though, that buyers are getting more savvy with their online shopping: the second most popular reason for abandonment was that buyers wanted to comparison shop, and 25% cited leaving the site to look for a coupon or discount voucher. Sellers should be using this behaviour to their advantage: if you’re not currently listing website coupons on voucher sites, you’re probably missing out on some valuable free advertising, and a fair number of sales.
But there’s some reassurance: a third of shoppers who abandoned their carts later returned to the same site to purchase.
Sellers should consider:
making it easy for shoppers to bookmark their site and specific items they’re interested in,
using social bookmarking tools as well as traditional browser bookmarks/favourites
extending the life of shopping cart cookies so that buyers who return later can find the items they’d already added to their cart,
and offering a wish-list facility for longer-term use.
PayPal are running a video presentation later today to discuss their findings further.
more.. link to news article |
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diesel_parts
Joined: 23 Jul 2006
Posts: 723
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| Posted: Sun Jun 28, 2009 2:41 pm Post subject: |
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| My main reason that buyers abandon their carts is that they can't process their payment. Most contact me and I do a manual checkout for them. Paypal is notorious for confusing buyers and declining good credit cards. Thjey would never mention that. |
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DaLizardsLair
Joined: 15 Feb 2009
Posts: 4780
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| Posted: Tue Jun 30, 2009 9:55 am Post subject: |
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Buyers favor shipping inclusive prices?
They sure do, but they expect those prices to be 99˘ with FREE shipping.
They could care less if the seller makes a profit or not. |
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diesel_parts
Joined: 23 Jul 2006
Posts: 723
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| Posted: Tue Jun 30, 2009 10:53 am Post subject: |
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I charge regular shipping so that i can avoid the freebie buyers.
I make no bones about it I am selling for profit. I don't run a charity. |
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Baconsdozen
Joined: 06 May 2008
Posts: 771
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| Posted: Wed Jul 01, 2009 6:44 am Post subject: Re: PayPal survey: why shoppers abandon their shopping |
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| I'm sure it's just a coincidence that a paypal/ebay survey comes to the conclusion that high shipping charges put off customers at the same time that ebay/paypal are ordering their sellers to offer free shipping on an ever increasing range of items. |
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DaLizardsLair
Joined: 15 Feb 2009
Posts: 4780
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| Posted: Wed Jul 01, 2009 10:34 am Post subject: |
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| eBay has started ordering sellers to offer free shipping? |
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Baconsdozen
Joined: 06 May 2008
Posts: 771
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| Posted: Wed Jul 01, 2009 10:56 am Post subject: |
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| Ordering is perhaps a bit strong.Trying everything they can to persuade is better. |
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fatseal
Joined: 02 Nov 2008
Posts: 555
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| Posted: Wed Jul 01, 2009 11:38 am Post subject: Re: PayPal survey: why shoppers abandon their shopping |
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| Doesn't ebay require free shipping on a bunch of categories in the UK? |
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elpereles
Joined: 15 Dec 2006
Posts: 1478
Location: Puerto Rico
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| Posted: Wed Jul 01, 2009 1:20 pm Post subject: Re: PayPal survey: why shoppers abandon their shopping |
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Some sellers outside assault you with their shipping & handling fees. When I begin buying in Internet, I had experience with sellers that send me items by 1rst Class and the cost was like Express Mail. But hen I became a seller and learned about cost of shipping. I began to avoid that sellers. Specially in eBay because is the house of this kind of sellers. Now I ask first and then make my decision to buy.
And for Paypal if they want free shipping from sellers. So drop the fees and pay the shipping for us. :wink: |
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wphamilton
Joined: 01 May 2005
Posts: 1940
Location: Georgia
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| Posted: Wed Jul 01, 2009 6:16 pm Post subject: |
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I'm shamed to admit that I haven't been checking cart abandonment rates. 50% seems high to me but I put shipping right there on the cart page (and plaster "free shipping all over the site), and also display a coupon code on the cart/checkout page so 65% of the reasons to abandon wouldn't apply ... but still, a significant number of buyers don't even use the displayed coupon so I don't know how effective even that is.
I wonder if we could do a little PSU survey among sellers who track that sort of thing? |
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