Cover for the PYMNTS Intelligence and PayPal Report, The Hidden Cost of Checkout Gaps. PYMNTS Intelligence research shows that preferred payment methods and missing digital wallets contribute to cart abandonment and lost sales.

Missing Digital Wallets Drive 26 Million Shoppers to Abandon Carts

The Hidden Cost of Checkout Gaps: What 56 Million Abandoned Carts Mean for U.S. Merchants and How Agentic AI is Changing What Comes Next

They’ve picked the product and are ready to pay. Then their preferred digital wallet is missing, and the sale slips away. New PYMNTS Intelligence research, a collaboration with PayPal, shows which shoppers merchants stand to lose and what they can do about it.

Inside the September Report

  • Some 36% of Gen Z consumers and 31% of millennials abandoned a cart because their preferred payment method wasn’t available.
  • Nearly half of consumers who abandoned a cart wanted to use a digital wallet. About one-third wanted buy now, pay later.
  • Some 43% of U.S. consumers say they’d likely link a digital wallet to an AI agent for purchases within two years.

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