Shopping cart abandonment isn’t just an eCommerce problem—it’s a customer experience issue. While online sellers face it more often, the core lesson applies to every business: How do you handle a customer who almost buys—but doesn’t?

Let’s break this down with a real-world example from Walmart that offers powerful takeaways for business owners of all kinds.

What Is Shopping Cart Abandonment?

In eCommerce, “shopping cart abandonment” refers to when a customer adds products to their online cart but leaves before completing the purchase. It’s common—and costly. Reasons vary: the customer gets distracted, second-guesses their purchase, or hits a technical issue.

Smart eCommerce businesses tackle this head-on. They set up abandoned cart emails, push notifications, or text reminders like:

“Forgot something? Your cart is waiting!”
“Finish your checkout and enjoy 10% off.”

These strategies often turn a lost sale into a converted one. But what happens in the physical world?

A Real-Life Lesson from Walmart

Recently, I had a moment many of us can relate to: I was shopping at Walmart and realized I had left my wallet at home. Worse, my digital payment option wasn’t working.

But instead of losing me as a customer, the Walmart associate offered a solution:

“No worries. I’ll store your purchase for 15 minutes and keep your cart for you.”

I returned a few minutes later, tapped a button at the register, and completed my purchase with no friction. Walmart saved the sale. I left happy—and impressed.

Key Business Lessons

1. Make It Easy to Return

Just like Walmart held my cart and saved my items, your business should make it seamless for customers to come back and complete their transaction—whether it’s online or offline.

2. Train Your Team to Think Like Problem Solvers

The associate didn’t treat my issue like a hassle. They had a plan. Empower your team to assist customers and recover the sale.

3. Remove Friction from the Checkout Process

Whether it’s a confusing checkout flow online or a payment hiccup in-store, small obstacles can lead to lost revenue. Streamline the process as much as possible.

4. Follow Up When Possible

In digital commerce, you can send reminders. In physical retail, consider text alerts, mobile receipts, or loyalty apps that help continue the conversation post-visit.

5. Customer Experience Matters More Than the Sale

Walmart didn’t pressure me—they offered help. That created loyalty. When customers feel supported, not sold to, they’re more likely to return.

The Bottom Line

Shopping cart abandonment isn’t just about a missed transaction—it’s a test of your business’s agility and customer care. Whether you’re running an online store, a brick-and-mortar shop, or a service-based business, think like Walmart:

“How can we help them finish what they started—and feel good doing it?”

A saved sale today could mean a loyal customer tomorrow.