Survey: 12% of Consumers Switch Brands After Payment Failures, Women Most Likely to Abandon Purchases
On.cc · 2 SOURCESabout 2 hours ago2 MIN
Summary
The 2026 Adyen Retail Report highlights growing consumer expectations for retail experiences in Hong Kong, with seamless omnichannel shopping becoming the new standard. When payment obstacles occur, a significant 12% of consumers will immediately abandon a brand, with female consumers showing particularly low tolerance at 29% compared to 22% for male shoppers. The survey also reveals that fraud risks are escalating during the peak shopping season, with refund fraud emerging as the fastest-growing scam type.
Key Points
- 51% of consumers want seamless shopping experiences between online and physical stores, while 45% expect real-time inventory information before visiting stores
- 12% of consumers immediately switch brands when payment encounters obstacles; women are more likely to abandon purchases at 29% versus 22% of men
- 36% of Gen Z consumers believe payment failures damage brand image, compared to 22% of Gen X consumers showing greater tolerance
- 36% of retailers have lost orders due to transaction failures or slow processing; 31% lost customers due to long in-store queues, and 26% faced online cart abandonment
- Refund fraud is the fastest-growing fraud type, with 55% of merchants ranking it among their top three fraud concerns; 40% experienced phishing scams and 38% faced identity theft
Why It Matters
The survey findings underscore that payment system performance directly impacts revenue and customer loyalty, making it a critical business concern rather than merely a technical issue . Adyen Hong Kong Manager Kai Tang noted that during peak seasons, retailers are often distinguished by their checkout experience, and those who can leverage data and modern payment technology to prevent fraud without compromising customer experience will convert one-time shoppers into loyal customers .
The survey findings underscore that payment system performance directly impacts revenue and customer loyalty, making it a critical business concern rather than merely a technical issue . Adyen Hong Kong Manager Kai Tang noted that during peak seasons, retailers are often distinguished by their checkout experience, and those who can leverage data and modern payment technology to prevent fraud without compromising customer experience will convert one-time shoppers into loyal customers .