Poles are increasingly abandoning their shopping carts when shopping online. This discourages us
Every second Pole gave up online shopping at least once before making a transaction. We are offended by, among other things, negative opinions online.
As shown by a study commissioned by Rzetelna Firma, almost every second Pole (49%) abandoned the basket at least once while shopping online because they found the seller unreliable. 16 percent respondents do not hide the fact that they were close to such a decision, but decided to take the risk. Every third respondent does not remember such a situation. Most often, the youngest people abandon their shopping carts when shopping online. Among people aged 18-24, as many as three quarters of respondents have such experience.
Why do we abandon our cart when shopping online?
What most often causes people to give up online shopping? First of all, negative opinions online (53%). In second place is the technically suspicious appearance of the website (44%), e.g. display errors or a strange URL address. The third place is taken by the lack of contact or registration details of the company (43%). We are also discouraged by prices that differ significantly from those in other stores (41%), as well as the lack of safe payment methods and unclear terms for returns and complaints, as well as difficult contact with store employees before purchasing (38% each).
– On the one hand, carefully checking an online store before making a purchase is a good thing. It means that consumers are aware of online threats and protect their money. But on the other hand, a high percentage of resignations indicates that many honest sellers still do not demonstrate their credibility in a sufficiently clear way. As a result, they lose customers even before the transaction is finalized – comments Sandra Czerwińska, expert of Rzetelna Firma.
It is estimated that out of approximately 30 million Internet users in Poland, as many as 78 percent made an online purchase at least once. Approximately 16 percent experienced damage from an unreliable e-seller. Internet users. Most often, the problem concerned discrepancies between the product and the description or photos on the website where they made the purchase (40%). This was particularly common among older consumers aged 65-79 (58%).
The nationwide study “Consumers in e-shops” was carried out on behalf of Rzetelna Firma in February 2026 by IMAS International – using the CAWI method on a representative group of 1,000 consumers.
