Why would you abandon an order when shopping online?
From March - May 2010 we asked you, 'Why would you abandon an order when shopping online?' 1267 of you responded with the following results:
- Having to register before buying 371 votes (29%)
- Hidden charges at the checkout 523 votes (41%)
- Lengthy checkout process 122 votes (10%)
- No clear delivery details 144 votes (11%)
- Phone number not provided on website 107 votes (8%)
Why you voted this way
A big thank you to all of you that took the time to tell us why you voted how you did. Some of our favourite comments from you, divided up by how you voted, are:
Hidden charges at the checkout
Finding hidden charges in the checkout process evokes in me a sense of fraudulent or deceitful intent. Not only will I not buy a product, I will not visit the site again.
Anon, Chicago, USA
Why buy something online when I can just as easy go down the street... spending £2.00 or substantially less on diesel... and still save somewhere between £5-10... Postage and packaging charges are ridiculous as well as VAT charges commonly found online.
Anon
Out of principle, even if the costs are still the cheapest on the web, I won't buy from a retailer if any hidden costs or extortionate delivery fees appear.
R Patey, London, UK
Having to register before buying
I have too many passwords to deal with already. I hate it when some overzealous marketing person inconveniences me by trying to make me have yet another account.
Anon
I don't have to give me details or register for an account when buying something in a shop!
Anon
I am usually just trying to compare prices and want to know the price inc VAT and delivery before ordering. The shopping basket doesn't always tell the total.
Steve, Stockport, UK
Registration is often painful and I much prefer sites like John Lewis that are streamlines and allow registration within the buying process. However, if I wanted something, this would not put me off making a purchase.
Anon
Lengthy checkout process
People are impatient and when they want something they want it now. Shoppers are impulsive - a delay of any kind can cause people to change their mind midstream. Someone may decide to buy in an instant and they want that desire to be satisfied instantly.
Paul, Austin, USA
If the checkout process is too much of a hassle, or becomes too involved, I am apt to go somewhere else.
Noway2, North Carolina, USA
No clear delivery details
I was buying a book from amazon.com. Their list of shipping options included "free" shipping with 7-9 day delivery, and "regular" shipping with 3-5 day delivery. Hey, I picked "free". On the last screen they disclose that my book won't ship for a week, plus the 7-9 days = over 2 weeks. If I change to "regular" and pay the $5 I get shipping today, estimated arrival 3 days. The "delivery details" should ALWAYS specify # of days from TODAY!
Anon
Phone number not provided on website
If I really want something I'll jump through the various hoops. If there's no telephone number I'll be dubious about the company and whether I'd receive the goods.
Anon
What next?
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