Nearly 56 million U.S. consumers abandoned an online cart in a single month because their preferred payment method wasn’t available.
Missing BNPL options accounted for 19.2 million abandoned purchases, while financially stressed consumers were almost three times as likely to leave as consumers not living paycheck to paycheck.
Forty-three percent of U.S. consumers say they would likely link a digital wallet to an AI agent for purchases within two years.
A shopper who reaches checkout has already selected what to buy. For tens of millions of consumers, however, the available ways to pay can still determine whether the purchase happens.
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PYMNTS Intelligence’s “The Hidden Cost of Checkout Gaps: What 56 Million Abandoned Carts Mean for U.S. Merchants and How Agentic AI is Changing What Comes Next,” produced in collaboration with PayPal, surveyed 2,179 U.S. adults. It found that 21% of consumers abandoned an online cart in the previous 30 days because their preferred payment method wasn’t available.
The findings also show that checkout preferences vary with consumers’ financial circumstances and could carry into agentic commerce.
About 56 million U.S. consumers abandoned an online cart at least once in the previous 30 days because they couldn’t use their preferred payment method.
Consumers had already built their carts and reached the point of payment before leaving, meaning the missing payment method appeared at the end of an otherwise successful shopping journey.
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