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Is your checkout meeting customer expectations?

E-commerce checkout has become better and faster for consumers, thanks to merchant features like auto-fill forms and new payment options. But customer expectations are higher than ever. There’s a disconnect between merchant and customer perceptions of checkout experiences. An April 2025 Forrester study commissioned by PayPal included e-commerce decision makers and consumers in North America and Europe. Over one-third of customers surveyed reported difficulties with basic tasks like entering shipping and payment information.¹ But only about 10% of merchants recognized these challenges.²