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Why is the online checkout process frustrating?

Ashleigh DePopas | Head of GoCart, FIS and Nathan Wang | Head of Strategy & Operations, GoCart, FIS

June 14, 2022

It’s rare to see a shopping cart filled with groceries, clothing or home goods left behind in a brick-and-mortar store, but online, it happens all the time. Amid the surge in e-commerce, cart abandonment rates remain high across the restaurant, retail and services industries – an estimated $4 trillion worth of goods were abandoned online in 2021.

Why do consumers decide not to complete the sale? Our research reveals several points of friction in the checkout process that make consumers change their minds, and payments are a big factor. There are also important nuances for restaurants, retail stores and services organizations to be aware of to better meet their customers’ expectations online.

Find out more and learn what frustrates consumers the most about online checkout in this infographic.