High payment security fears lead UK customers to abandon carts

New research indicates close to half of UK shoppers abandon online purchases due to payment security concerns.

According to the European Ecommerce Report commissioned by financial services firm Mollie, 48% of consumers from the United Kingdom indicated worries about secure payments as a significant reason for leaving items in their shopping carts at the online checkout.

The study, involving 10,000 consumers across Europe with 2,000 respondents from the UK, aims to shed light on consumer shopping behaviour ahead of Black Friday, a renowned shopping event increasingly popular in the UK.

UK consumers' expectations for a seamless transactional experience are notably high, with 89% stressing the importance of an efficient checkout process, in contrast to 81% across Europe. Additionally, 86% of respondents favour a variety of payment methods, and 83% value customer service and support.

As Black Friday approaches, the report suggests ecommerce retailers should address these security and experience concerns to maximise potential sales opportunities. Dave Smallwood, Mollie's UK Managing Director, highlighted the importance of the period, noting, "Black Friday marks the official start of a season of increased ecommerce traffic, engagement and heightened spending. It presents an unrivalled opportunity for online businesses to showcase their product offerings and encourage purchase."

He further remarked, "Our latest European Ecommerce Report reveals that customer expectations around that experience are extremely high. Those businesses that can offer reassurance about payment security, offer a mix of payment options and ensure an efficient checkout process, have the opportunity to generate substantial revenue and, crucially, incentivise shoppers to return another time, driving future growth."

The study also highlights the price sensitivity among UK shoppers. Nearly half of respondents, 47%, stated that they compare prices extensively before making a purchase, while 46% engage in more pre-purchase research. Furthermore, 40% prefer to purchase discounted items or await sales periods.

The findings of the report underscore the importance for retailers to enhance payment security and transaction efficiency, aligning with consumer priorities to reduce cart abandonment and foster customer loyalty. The report serves as an advisory for businesses aiming to capitalise on the consumer spending surge typically associated with the Black Friday shopping event.

Mollie's European Ecommerce Report 2025 contains market data from more than 10,000 European consumers, including 2,000 from the United Kingdom. It connects this research with hundreds of insights and unique tips from industry experts to help retailers increase sales, reduce cart abandonments, and build brand loyalty.