Retail & E-commerce E-commerce Development
Finding the step where the checkout was losing orders
Carts were filling and not converting. The cause was a checkout that failed silently on mobile UPI — invisible in the analytics until it was instrumented.
Project detail
- Client
- Regional apparel retailer
- Sector
- Retail & E-commerce
- Service
- E-commerce Development
- Duration
- 4 weeks
The brief
The store had steady traffic and a healthy add-to-cart rate, but completed orders did not follow. The owner assumed pricing. The analytics showed only that people left at checkout, not why.
What we did
We instrumented each checkout step separately, then reproduced the journey on the devices and connections customers actually used. The UPI redirect was returning users to an empty cart on a subset of Android browsers, with no error shown.
- Step-level checkout tracking so drop-off could be located, not guessed
- Journey reproduced on real low-end Android devices
- Payment return path rebuilt with server-side verification
- Guest checkout enabled and required fields cut back
- Failed-payment recovery email added
The result
identified and fixedSilent payment failure
reduced from 4 to 2Checkout steps
now measurableRecovered orders from failed payments
More work
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