11 Common Online Shopping Problems Faced by Customers and How to Solve it

Over the past couple of years, eCommerce has grown to become an integral part of our world retail. Similar to other sectors, the retail industry has experienced a major transformation since the advent of the Internet. The digital revolution has let shoppers shop from the convenience of their homes, and they can enjoy the advantages of online shopping.

In 2022, according to Statistica that year, more than 5.7 trillion US dollars of sales were recorded in the category of retail e-commerce sales. Additionally, 63 percent of sales events are conducted online. With such a large that is shopping online, it is crucial to be aware of the problems faced by online customers and find solutions. This guide will walk you through the issues of online shopping and ways to boost the performance of your eCommerce store and sales.

Top 11 Common Online Shopping Problems and Solutions

1. Product Quality Issues

The quality of the product is certainly one of the main problems that shoppers have to face when shopping on the Internet. When purchasing online products buyers often need to understand what they receive in terms of quality. This is because research cannot always confirm the product’s quality, and is not always accurate. Most of the time, fraudsters intentionally deceive customers to increase sales. They are also the primary reason for poor or unreliable goods that are sold on the internet.


Customers can be confident that the product is of high quality because they have clearly defined approval marks from other organizations. Thus, by performing product inspections, you will be able to ensure that your store is stocked with reliable products. You should consider adding the certification of quality assurance and attempt to give all the information about the product precisely.

As retail store owners, you must not sacrifice how good your product is. It is vital to have quality at every step of the production process. You’ll sell more products and make more profits by producing top-quality products. Another crucial tip is to get customers to post thorough reviews that include images, videos, and feedback. These can all help others make an informed buying decision.

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2. Additional Hidden Charges

Customers often have to pay to cover payment processing, taxes delivery handling costs, and shipping costs when purchasing products on the Internet. A lot of sellers add additional orders to the price of the product. The additional product costs can be a way to distinguish between a deal that is losing and a successful one.


The price of the item should be displayed in its entirety including taxes, handling fees along with shipping, and any additional charges. Do not include any hidden charges that cause the price to rise when you check out.

3. Incompetent Search Function

The majority of websites are in agreement that the search function is ineffective is among the major disadvantages of online shopping as well as customer service. Sometimes, it takes long time to find what we’re seeking, or it may give a lot of irrelevant results. This can be annoying and tiring. When you use an online store platform to buy something, buyers expect to receive exactly what they are looking for at a reasonable cost. they don’t want to search for it for hours! it!


On-site search is among the most powerful features of the e-commerce business, and you should make sure that your search box is accessible and large enough to accommodate typical queries. You should ensure that you make search suggestions more personal, as well as the autocomplete of your search query. Another option can be to improve the performance of your online store in order to make it compatible with Voice Search. Furthermore, with the advent of cutting-edge technologies like natural processing of language (NLP) and machine learning and artificial intelligence, sellers can now provide better results.

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4. Refund Policy

When we talk about the issues that consumers encounter when shopping on the internet one of the most significant problems they face is trying to claim their money back after they have paid to purchase the product. Certain online retailers will not refund the money or payment even if the customer is requesting to get a refund.

There are many reasons customers might want an exchange by returning their purchase. A few of these are damage to the product during shipping, disappointment with the items bought, incorrect dimensions of the product ordered, etc.


Create a flexible refund policy. Online retailers should clearly define the refund policies on their website to let customers know what to expect should there be an issue. In the event that the product or service is safe and reliable then you won’t need to deal with refunds, returns, or exchanges.

5. Delayed Delivery

It is a common problem that many customers face when shopping on the internet. Sometimes the shipping service is slower in delivering your purchase. If you select express shipping, shipping companies typically take longer than they anticipate to deliver the items.


If a customer is aware of the number of days left before their order is delivered and also the location it is currently the process of being delivered. If that is the case they are far better off being pleased with their purchase and eventually be more likely to return customers.

So, you must give them order tracking details so that the customer can easily monitor the progress of their order. If they are experiencing delays in their order you can contact customer support.

6. Inadequate Customer Support

One of the major challenges that customers face when buying products online is the need for more support from the customer. It could be due to the fact that they are feeling helpless or don’t have the time to address their concerns. Sometimes, they encounter issues with billing addresses, shipping addresses or payment gateway information. When a problem occurs the customer is upset and does not return.


To combat these issues to address these issues, online stores should offer 24/7 customer support and well-trained personnel to handle customer queries quickly. If you wish for your business will be the top preference for consumers it is essential to provide the best e-commerce customer support. Making a FAQ page, employing a chatbot that is live, and sending email addresses for support are some of the most effective strategies companies using online platforms should consider to improve the experience of their customers.

7. Payment Failure During Checkout

There are a variety of reasons for the payment error. One possibility is the website’s crash, but another cause could be due to the card’s number is invalid. Make sure that all credit card details entered by the customer is valid. If it isn’t, make sure that you have sufficient funds on your account at the bank. You may also alter your payment methods if it is possible.


Always make sure your website’s eCommerce site has secure and safe payment options which allow customers online can pay safely and securely. Make sure the payment service doesn’t fail to function. The consumer wants their payment to be properly processed and secured.

8. Product Page Design

The most important aspects that make up your eCommerce online presence for a company can be Product Detail Pages.

A beautiful, beautifully designed e-commerce product page can improve your online visibility improve your visibility, increase sales, and boost conversion rates. This is why it’s essential to pay attention to the Product Page style and design.


The website’s product page should include all the elements you need like product title, dimensions CTAs, price summary, product gallery, product reviews, suggestions, etc. in your product page. It must be user-friendly, visually stunning as well as attractive. include all the information they require to be on the Product Page.

9.Complex Checkout Process

Consumers often need help understanding the checkout process or how they are supposed to pay for their orders. And if it is not transparent how the customers will complete the order, then you lose out on shoppers willing to buy things online from your store.

This results in purchase abandonment and customer frustration. If your website has unnecessary steps or takes too long, you will experience fewer conversions.


If you are willing to boost revenue, you must streamline your website’s checkout process. A single-page checkout comes in handy in such cases. This is because a single-page checkout is user-friendly and simplifies your business processes.

10. Security

It is a significant concern when it comes to operating a business online. While purchasing goods and services online, consumers often wonder whether their personal information stays safe enough as it is being sent over the Internet. Are they genuinely safeguarded against malicious websites and apps? What if a hacker manages to steal bank details or credit card numbers?


Security measures should be on all eCommerce websites to keep your customers safe. These include fraud detection systems, anti-phishing tools, password management, encryption, etc.

Websites should ensure that only authorized users can access sensitive customer information. SSL encryption is a promising way to protect sensitive data against unauthorized access. In addition, communicate your website’s privacy policy to the customers and obtain their permission before storing their data.

Moreover, you should obtain explicit user consent.

11. Website is Not Mobile Responsive

Some websites fail to open or function correctly on mobile phones, frustrating customers. More than half of all visits to eCommerce websites come from mobile phones. Unfortunately, some websites don’t have the design for viewing or functioning on mobile devices. The pages of such websites often look terrible or, at times, don’t function at all. This causes problems for both store owners and consumers.


Mobile-friendly websites are effortless to navigate, read and use on tablets and smartphones. These websites also load faster than those not designed for running on mobile devices. Ensure you optimize your website to be mobile responsive to operate on any device efficiently.

The first step is to research the brand before shopping online. Look for how long they have been in business, their online reputation, reviews, and safety policies. Check whether the eCommerce store is mobile-friendly or has any hidden charges. Opt for websites with good product page design, easy navigation, and checkout procedures. Ask your friends or family if they have shopped from that website before.

Moreover, the website needs to be safe and secure. Opt for only reliable online stores to protect your data and other credentials. Brands that have been in business for 2-5 years and are still going strong could be an ideal choice if you are not willing to experiment with new eCommerce brands.

Conclusion: Wrapping Up

Customers are the base of any retail platform. Understanding their demands and solving their queries or issues is essential. If you run an eCommerce store and customers are unhappy, you will eventually lose sales, reputation, and customer base. Understand why your customers are satisfied with a particular aspect of your online store and solve it to bring them back to the site and promote brand loyalty.

We put customers first, so partnering with us will make sure that a great shopping experience is created. We will help you establish a fully-functional eCommerce website offering you the highest ROI. Connect with us to get a free consultation.