PayPal: Shipping costs prompt shoppers to abandon online transactions
June 23, 2009,
San Jose, Calif. – PayPal released a survey today that found 45% of online shoppers have ditched their carts multiple times over the past three weeks because of high shipping costs, lack of convenience and other concerns.
About one-third of shoppers later returned to the same site to buy, but 25% completed their purchase either at a bricks-and-mortar store or at another Web site.
Another 23% said the item they were searching for wasn’t available at checkout, 22% cited inadequate customer support and 21% were concerned about the security of their credit card data.
In sharing the survey results, PayPal announced a new express checkout feature that allows retailers to show order details earlier in the shopping process.