Users add to cart… then disappear.

Checkout is where the highest intent users drop off. Small friction here has a huge impact on revenue.

Here are the most common reasons users abandon checkout.

1. Unexpected costs

Extra fees at checkout kill trust.

Common issues:

• shipping added late
• taxes not shown earlier
• hidden fees

Users feel misled and leave.

2. Forced account creation

Many users don’t want to create an account.

If checkout requires:

• signup before purchase
• unnecessary info

conversion drops.

3. Too many steps

Long or unclear checkout flows create friction.

Examples:

• multiple pages
• no progress indicator
• repeated information

4. Lack of trust signals

At checkout, trust matters most.

Missing:

• secure payment indicators
• clear refund policy
• recognizable payment methods

5. Limited payment options

Users expect flexibility.

Missing options like:

• local payment methods
• mobile wallets
• buy now, pay later

can cause drop-off.

6. Slow or buggy experience

Even small delays hurt conversion.

Issues:

• slow load times
• errors or validation issues
• mobile UX problems

7. Unclear final step

Users hesitate if they’re unsure what happens next.

Examples:

• unclear order confirmation
• hidden subscription terms
• vague “Place Order” button

8. Distractions during checkout

Extra links or navigation can pull users away.

Checkout should be focused, not exploratory.

9. Last-minute doubts

At the final step, users reconsider:

• “Do I really need this?”
• “Is this the best option?”

Strong reassurance can prevent drop-off.

Quick example

A user reaches checkout ready to buy.

But:

• shipping cost appears late
• they must create an account
• no Apple Pay option

They leave, even with high intent.

How to find where users drop off

Checkout issues are often invisible internally.

You need to see where users hesitate and what makes them abandon.

👉 Run your website through ConvertOrNot and see:

• what users don’t understand
• where they hesitate
• why they don’t convert

Get instant feedback

👉Paste your URL and get instant feedback

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Knowing the common reasons users abandon checkout is a good start, but the only way to know which one is actually costing you sales is to ask. Our guide to fixing conversion rate optimization covers how to run these conversations without guessing, and Usercall can help you set up automated exit interviews that catch abandoning users in the moment.

Related: why users abandon checkout · where users drop off in your funnel · why product pages don't convert