Consumer Preferences for Support During Payment Errors in Online Shopping

In a recent survey conducted by YTGATE, a Tokyo-based company specializing in payment solutions, findings highlighted significant insights into online shoppers' experiences with payment errors. The survey, conducted in August 2025, targeted 1,006 individuals aged between 10 to 70 who regularly engage in online shopping. The results revealed that more than 81% of consumers find support during payment errors to be of utmost importance, with a notable 40% emphasizing the need for clear solutions during such incidents.

Survey Overview

The survey conducted by Nouns Inc. used internet research to gather insights from a diverse group of online shoppers. Key findings point toward a strong awareness of 3D Secure technology among respondents (approximately 55%), but understanding of its mechanics varied across users. Among those familiar with 3D Secure, a striking 66.9% reported they had faced situations where they could not complete transactions due to payment errors.

When encountering a payment error, over half (53.4%) of the participants stated that they would attempt to retry the purchase, while 24.3% would consider other payment methods, and 11% admitted to abandoning the purchase altogether. It was evident that providing clarity regarding error resolution (40.2%) and indicating specific causes of errors (30.5%) emerged as essential information for consumers facing these challenges.

Furthermore, a resounding 81.5% of respondents underscored the significance of having supportive measures in place to facilitate a smooth purchasing process after errors occur. This indicates a pressing need for e-commerce businesses to refine their support mechanisms, especially since many customers show a willingness to retry their transactions if guided properly.

Analysis of Consumer Behavior

The data highlights the urgency for improving customer experiences during payment transactions. The fact that over two-thirds of consumers have encountered payment errors suggests that businesses must prioritize better communication of error messages and guidance for retrying payments. The clarity of instructions can significantly impact whether customers decide to abandon their transactions or attempt another purchase.

Moreover, 30.5% of shoppers emphasized the importance of having clear information about the nature of the error and potential resolutions. Without this transparency, there’s a higher likelihood that customers may switch to alternative payment methods or abandon their cart entirely—a scenario that most e-commerce brands aim to avoid. Therefore, businesses need to strike a balance between providing necessary information while also safeguarding against fraudulent activities.

Importance of Support Systems

The overwhelming sentiment from consumers about the need for support (81.5%) suggests that businesses should not underestimate the power of efficient customer service and clear error communication. Ensuring that customers experience seamless error resolution can keep them engaged and willing to complete their purchases. Furthermore, offering multiple payment options may address the needs of the 24.3% of consumers who explore alternate methods after encountering payment failures, potentially increasing the overall success rate of transactions.

Final Thoughts

The results of this survey reveal that as awareness of 3D Secure technology grows, so does the need for a reliable support system during payment errors. YTGATE’s findings reflect a critical view of the current online shopping landscape where both consumer understanding and technological support play vital roles in enhancing the shopping experience. As e-commerce businesses navigate the complexities of the digital marketplace, investing in comprehensive support solutions that improve customer interactions is paramount.

In light of these findings, YTGATE offers a SaaS solution called ‘YTGuard’ aimed at reducing the burden on e-commerce operators while enhancing payment approval rates and resolving payment errors swiftly. This initiative demonstrates YTGATE's commitment to optimizing the payment process and contributing to an improved transaction environment for both consumers and businesses.

For any media inquiries or more information about the survey, please contact:

- Service Inquiries: Contact YTGATE
- PR Inquiries: Yu Umemura, Public Relations at YTGATE: Inquiry＠ytgate.jp

Company Background

YTGATE was founded in October 2023 with a mission to optimize payment processes and connect the world. Located in Tokyo, YTGATE provides comprehensive services aimed at improving payment authorization rates and enhancing security measures for credit card merchants in both domestic and international markets. More information is available at YTGATE Website.