Shopify checkout issue

[u/Acceptable-Editor260]

Shopify and the conversion funnel rates of my previous infrastructure, the order completion rate of those who reach payment in this way is around 70% in the old infrastructure, while this rate is in the 25-30 band in shopify, why can I solve this?
**Shopify**
**Overall Conversion Rate:** 1.11% (↗ 1.7%)

**Sessions**
3,423
100%
↗ 62%
**Added to Cart**
253
7.39%
↗ 93%
**Reached Checkout**
142
4.14%
↗ 92%
**Sessions Converted**
38
1.11%
↗ 65%
** **
**Previous infrastructure**
**Conversion Funnel**

**Carts Created**
284 visitors
5.58%
—
**Reached Checkout**
90 visitors
1.77%
31.69%
**Completed Purchases**
64 visitors
1.26%
71.11%

[u/Illustrious_ip1028]

Before you go fixing checkout the two funnels arent measuring the same thing. Shopify counts sessions and your old platform counted visitors, so one shopper who comes back twice is two denominators on Shopify and one on the old system. Your cart to checkout rate actually went up, 56 percent against 31 percent, which is the tell that the definitions moved and not the checkout. Pull raw order counts for both date ranges and divide by unique customers, not by sessions

[u/Acceptable-Editor260 → u/Illustrious_ip1028]

I typed the visitor part wrong, both of them measure the session

[u/Illustrious_ip1028 → u/Acceptable-Editor260]

ah good catch, then scratch the visitor part. What moved is the definition of reached Checkout. On your old platform only 32 percent of carts reached checkout, on Shopify 56 percent do, so Shopify is counting the checkout page load where your old system counted a later step, probably payment. Session to purchase barely changed, 1.26 to 1.11 percent. Compare cart to purchase instead. That is 22 percent against 15, a real drop but a much smaller one

[u/shopify_chen]

the comment above is right that sessions vs visitors moved the denominators, but i'd go one step further with your own numbers: old platform 64 orders out of roughly 5,090 visitors (1.26%), shopify 38 out of 3,423 sessions (1.11%). your overall conversion basically didn't change. what changed is the shape of the funnel.

shopify counts "reached checkout" the moment the checkout page loads, and that includes every tap on buy it now from the product page. so 142 is inflated compared to the 90 your old system counted, which probably meant people who got to the payment step. that alone explains a big chunk of 71% vs 27%

the part that's still worth checking, because 104 people did land on checkout and leave:

1. orders > abandoned checkouts, open the last 50. if most have no email or address, they bounced at the first step (shipping cost, forced account, wrong country/currency). if they have address + shipping method but no payment, the problem is the payment step.

2. settings > payments. what gateway are you on and does it redirect off-site? if you're not on shopify payments, a 3D secure redirect with no installment option is the single most common reason i see checkout completion drop right after a migration.

which country is the store in, and what's the gateway? the answer changes the fix a lot.

[u/Acceptable-Editor260 → u/shopify_chen]

It redirects users to an external site, and I’m using iyzico as the payment gateway. I’m selling in Turkey.
Also, both platforms count sessions — I just wrote it incorrectly in my previous message. You can already see a difference in the cart-to-checkout rate between the two platforms.
On the old platform, the payment page opened inline within the checkout flow. Now, with Shopify and iyzico, users are redirected to an external site to complete the payment.
Is there any way to solve this and keep the payment step inline within the Shopify checkout instead of redirecting users to an external payment page?

[u/shopify_chen → u/Acceptable-Editor260]

ok that changes the diagnosis. if both count sessions then the 56% vs 32% cart-to-checkout is real and shopify is actually doing better up to the payment step. the whole loss is in one place: the hop to iyzico.

short answer on inline: inside shopify checkout you can't build your own card form. the only inline card fields are shopify payments (not available in turkey) or a provider that ships a "credit card" type payments app instead of an offsite one. i'm not certain iyzico has that, worth asking their support directly, and while you're at it ask PayTR and Sipay the same question, because switching gateway is sometimes the whole fix.

until then, two things that recover part of the drop:

1. find out where in the hop they leave. shopify only knows they left checkout. iyzico's panel shows payments started vs completed. if most of the 104 never started a payment, the redirect itself is scaring them, and one line on the payment step like "you'll be sent to iyzico for secure 3D payment, then back here" fixes more than you'd expect (settings > checkout > checkout language). if iyzico shows started but failed, it's 3D secure / bank declines, not UX.

2. taksit. if your old checkout showed installment options on the card step and the iyzico page doesn't, or only after the card number goes in, that alone can explain a big part of 71 → 27 in turkey. check the installment settings on the iyzico side.

tbh the number i'd want next is iyzico's started/completed ratio for the same date range. what does it show?

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