Why Singaporeans abandon their carts online

They do not proceed with their checkout due to delivery concerns, amongst others.

Singaporean consumers cited delivery, fulfilment, and payment concerns as the main reasons why they abandon their carts, a report by Primer showed.

Delivery and logistics concerns were the top reasons why Singaporeans abandon their carts, with over 60% citing high delivery costs as their biggest problem in their purchase.

Concerns over delivery were followed by fulfilment issues with 56% citing delivery delays and 49% losing packages as reasons for not proceeding with their purchase.

However, the report also found that only 24% of retailers are prioritising the improvement of their fulfilment and shipping processes.

READ MORE: Physical stores vs e-commerce: Which do Singaporeans prefer?

Primer also that almost half of consumers are particular about a quick and simple checkout process as 76% said they would also abandon their cars if their preferred payment method is not available. 

Amongst retailers, only 25% cited optimizing payment processes as a priority.

The report also found that less than 30% of retailers are strengthening their anti-fraud measures in the past year despite around 70% of consumers deeming payment security as crucial in a good shopping experience.

“Whilst Singaporean retailers may be aware of the importance of maintaining their payment process, with 99% making improvements to payments over the past year, they need to ensure that the changes they’re making reflect the demands of consumers,” said Kailash Madan, head of APAC at Primer.