Global ecommerce fraud protection leader, ClearSale has released its annual report on trends in Australian and international online consumer attitudes and behaviours.

The State of Consumer Attitudes on Ecommerce, Fraud & CX 2021 report found that more than one in 10 (11%) Australian consumers surveyed shopped online for the first time ever because of the pandemic, but 35% of online shoppers in Australia leave before buying if checkout is too complex or takes too long.

Just 12% of Australian shoppers aged 65 and older want to see product suggestions based on their shopping habits, a lower percentage than younger age groups, while 43% of Australian ecommerce consumers will boycott a retailer after a false decline.

The report shows that every ecommerce business needs to put themselves in the shoes of their customers, according to ClearSale executive vice president and partner, Rafael Lourenco said. “Different customers want different things, but they all want a great customer experience. Every part of your business, including your fraud protection, needs to align with delivering personalised and excellent CX.”

Overall, the data shows that “meeting customer preferences and expectations is the key to merchant success now,” ClearSale Australia country manager, Ralph Kooi said.

“Rather than competing on price, online retailers need to compete on experience, and that may require some adjustments to improve checkout, fraud prevention, and other elements of the customer journey.”