As a Shopify business, you are getting your products out there and sales are coming in. However, you’re seeing that your customer bounce rate is higher than you’d like. Why do some of these prospects visit your site but ultimately end up leaving? We’ll take a look at 4 reasons why your customers might not be buying from your Shopify store.

1. No reviews or testimonials from past buyers 

It’s important that potential customers can see what other people think about your store before they purchase anything. Whenever customers go to your site, one of the most important thing they see are the reviews. Reviews give everyone resurance about your products and some satisfaction that they aren’t going to waste their money on your site. Customers don’t always trust advertisement but they do trust (verified / legit) reviews. It gives them detailed context about experiences with your products and more importantly, helps them understand how those products will fit into their lives. Plus, reviews give more context to your product pages, giving your store the possibility of ranking better on search engines.

Reviews allow buyers further contextual data about your products. In some cases, product descriptions on a page are not enough to get a sense of how a product performs in certain conditions or scenarios. By reading reviews, customers may have a better idea whether your item will suit their specific situation as more and more reviews are collected. If a vendor says their item is tough and will last a long time, the buyer may look for validation from individuals who have had the product for a while and it continuously benefits them. 

Unfortunately, the trouble comes when trying to get these reviews for your products. It’s not always easy as not everyone writes reviews. Some people definitely enjoy writing reviews for the products they buy but a lot don’t want to put the time/effort into doing this. Did you know, as many as 10% of buyers evaluate products on a regular basis, with another 51% doing so on occasion? 


What do you do if a store is not getting many reviews? 

Keep the review requests that you send simple and to the point. You can give people options to add images/videos but making them mandatory may cause them to drop off from leaving a review. There are many strategies to even reward your reviewers with a coupon or gift card to your store or a third party. Some businesses enter reviewers’ names into drawings; if you’re in a region where legality of “rewarding reviewers” is a question, this could be something to look into. is a great platform for Shopify stores to collect and reward customers, even in an automated fashion. The great thing is getting customers to leave reviews on your site may even encourage them to become more engaged with your brand also!

2. Poor product photography

Let’s face it, when we buy something, we like to envision ourselves with that product. Whether it’s a cool new electronic toy, an awesome shirt or shoes, we want to get an idea of how we will feel with that product. Photos are the perfect way to do this. In order to make products look good, you should invest in taking many photos from different angles and make sure they are high quality. 

Don’t forget about videos. If you’re able to capture some lifestyle videos, they will go a long way. Videos are especially important if your brand represents a luxury product or has a new product to the market. At the end of the day, make sure your products stand out from the competition.

Product pictures are important for the overall company image since they serve to establish a consistent vibe across the board. Furthermore, good product photos will reduce the product return and exchange rates, saving you money and resources. It takes most people longer to process words than it does to process images, so focusing on product photography can improve your conversion rate as well.

Did you know that 22% of returns are caused by mismatch or confusion over the product photos displayed on the internet and the product received by the consumer? 


Returning an item is more than just an unsold item for an e-commerce brand. It may mean additional delivery costs, lost customer care time, and worst of all, a possible a bad online reputation. Prevent this by having great quality images for your products. Here are some suggestions of sizes for photos / vidoes for your store:

♦ The recommended size for product photos is 2048 x 2048 px. 

♦ The recommended size for a video is 4096 x 2160 px 

We highly recommend you to not upload videos on-site, upload them on YouTube, embed video code, and add the code into your product page. As always, make sure the images are compressed and/or resized further for mobile users.

3. You are not targeting the right audience

You brought them to your store through ads or SEO, but they are not spending much time. This could be because they don’t fit the type of consumers you’re trying to attract or even that they need more information before making a purchase.

Understanding the purchase process and pain points of your customers is crucial to good branding and busienss success. It’s critical to pay close attention not only to establish your target customers, but also to understanding their various purchase considerations and needs as part of your market research. One of the best ways to do this is to actually talk to your current customers or seek out portential ideal customers. This doesn’t have to just be purely in person task, you can run polls, send email surveys, call people, use social media, etc.

Here are a number of options to consider:

  • Analyze the data from your social media platforms and website. This might help you figure out who’s coming to your site, how they’re getting there, and which pages they’re looking at the most. 
  • Check out who interacts with your social media accounts the most. Can you send them a message and have a short conversation about their experience with your brand?
  • Run surveys to get detailed information on user needs and preferences using platforms such as Survey Monkey, HubSpot, Hotjar, etc.

4. Offer free shipping in for orders over certain value

Do you feel like your store is losing out on sales because of the lack of free shipping? Well, if so, then it’s time to change that! In order to compete with other online stores who offer free shipping as their default option, it’s important to look at some options to offer reduced or free shipping. Many retailers and Shopify stores offer free shipping over a certain order value. For example, you can offer free shipping when someone purchases products over $50 or $75.

If you’re selling some heavy products, like some of our clients, make sure you create a shipping rule where your free shipping is not applicable to those orders. Limiting free delivery to only a certain items in your online store will reduce negative impact on your total revenues. You can, for example, omit all big items such as furniture. 

We hope you’ve found this blog post helpful in understanding some reasons why your customers may be choosing not to buy from your Shopify store. If any of these concerns sound familiar, we suggest trying some of the tips mentioned above and seeing if they help increase your sales on a short-term basis. Let us know if you have other ideas or questions! Our experts are always here to offer advice so that together we can create an amazing online shopping experience for all our clients.

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