Customers keep abandoning checkout. Why?

[Josh123]

Hi everyone, 

I'm having a real dilemma and I'm hoping maybe someone on here would have some insight. 

I know a lot of customers build their virtual basket in order to plan what they want when they come into the store. So having a high abandonment rate there makes sense. But in the last week alone I had 45 people fill a basket, start the checkout process and then for some reason just stop. Only 4 out of 45 actually finished all the way through. 

This is obviously a huge deal for a small store like mine and can mean the difference between making our week or not. I've tried to go through the process myself but no matter how I change the parameters or go between pickup or delivery or whatever, I'm not seeing anything that would explain this. 

Has anyone experienced this? Is there some bottleneck in the checkout process that I'm just not seeing? Is there something I did or something about how Square functions that would explain this? For context, my website is allthecandy.ca

Thanks!

[MayaP · Accepted solution]

Hi there @Josh123 ,

Thanks for reaching out and sharing! I completely understand your frustration and the impact this can have on your business, especially for a small store where every sale counts. It’s disheartening to see customers abandon their checkout process after taking the time to fill their baskets.

I think people in general are spending less. I was browsing through your site, and it's super cute! It's well-organized and aesthetic. I love the idea of having sweets and treats defined by our childhood! For people like me who live in nostalgia, this is amazing! 😉😊

Do you use social media like Instagram and TikTok? I would utilize those platforms and if you can make some cute reels or videos playing into the nostalgic theme. Use the Instagram shop or TikTok shop too! I will tag some super sellers as well who can add their input @sugarlab @ryanwanner @Greenmonkey65 @Twpchair @Minion @SammyGrace2414. Thanks, everyone! 

I know it can but frustrating but keep pushing forward and stay confident! We are always here for you in the Seller Community as well! ❤️