Beyond the Card: Is Your Checkout Experience Leaving Money on the Table?

By Magdalena Wczesna, Business Development Manager, Montonio

E-commerce has grown exponentially over the past two decades. As online shopping becomes the norm, the focus for merchants has shifted from simply having a digital storefront to perfecting the entire customer journey.

In a market where acquiring new customers is becoming more expensive, optimising the checkout is one of the most effective ways to improve conversion and retention. A great product, clever advertising, and an intuitive browsing experience can all be undone by a checkout that feels confusing or incomplete.

The challenge for merchants isn’t just technological – it’s cultural. Success in e-commerce depends on understanding and adapting to local customer preferences, rather than assuming one global model fits all.

The Rise of Local Payments

Credit and debit cards might be the global default, but they aren’t always the customer’s first choice. In Poland, for instance, the local mobile payment system BLIK has become a defining part of the country’s online shopping experience.

It’s now the most popular online payment method, processing millions of transactions every day and being accepted by nearly all major online retailers in the country.

BLIK’s popularity shows how local context can shape customer behaviour. The system connects directly to users’ bank accounts and is backed by Poland’s largest banks, giving it visibility and credibility few global options can match. It isn’t necessarily simpler or faster than international alternatives, but it feels native – part of how people already manage their money online.

This isn’t unique to Poland. Across Europe, payment systems such as iDEAL in the Netherlands, Swish in Sweden, and Bancontact in Belgium have all become dominant in their respective markets. Each has grown from different conditions. Some through banking cooperation, others through user habits or regulation. But all share the same foundation: local trust and familiarity.

Offering a wide range of options can seem daunting for merchants. But it doesn’t have to be. Solutions like Montonio simplify the process by connecting local payment methods across markets through a single integration, allowing customers to pay the way they prefer. 

There’s no universal checkout model. What works in one market may not resonate in another. Understanding those local habits – and designing the checkout around them – is what turns a payment step into a competitive advantage.

Delivery as a Deal-Maker

If payment completes the sale, delivery defines the experience. It’s no longer a back-office process but a central part of the customer journey. In Poland, the rise of parcel lockers has transformed expectations. They’ve become the most preferred form of delivery. Nearly nine out of ten Polish consumers say it encourages them to shop online, according to research by Gemius.

The appeal is simple. Parcel lockers offer 24/7 access, eliminate missed deliveries, and often reduce costs for both the customer and the merchant. For many shoppers, that flexibility and control are what define convenience.

At the same time, convenience itself is changing. Customers are increasingly defining it on their own terms. Some prioritise speed, others predictability or sustainability.

A growing number in Poland say they choose lockers or pickup points not just for flexibility but because they’re seen as a more eco-friendly option – lockers rank as the most ecological delivery form. These preferences have reshaped everyday habits. Picking up a parcel on the way home from work or returning an item at midnight has become routine. It’s a reminder that convenience isn’t only about speed. It’s about fitting into people’s lives.

For merchants, the takeaway is clear. Delivery isn’t a single-track system. Just as customers expect payment variety, they also expect delivery options that suit their schedules, budgets, and lifestyles. Whether that means home delivery, pickup points, or locker networks, flexibility converts.

The High Cost of Inconvenience

The link between convenience and revenue is direct. Every missing payment option or limited delivery method represents a silent drain on sales. Looking again at the study by Gemius, the data shows just how sharp that impact can be. 52% of customers say that the availability of multiple payment options motivates them to shop online, making it one of the strongest conversion factors.

Customers want choice, and they reward merchants who offer it. A missing payment option, an inflexible delivery method, or an unclear return policy all send the same signal – this store isn’t built for me.

Meeting local expectations builds confidence, removes friction, and strengthens the relationship between the customer and the brand. That’s what ultimately drives lasting growth.

Building a Unified Solution

E-commerce businesses can no longer afford to treat payments and delivery as separate systems. Integrating payments, delivery, and post-purchase options into a single, simple flow reduces friction and strengthens customer trust. It also saves merchants the complexity of juggling multiple systems and providers.

Consolidating these elements means merchants can focus on what really matters: providing an experience that’s fast, familiar, and trustworthy. Because when everything works smoothly, customers barely notice it – they just come back.

The checkout has evolved from a form field to a strategic advantage. It’s no longer about offering a payment method – it’s about offering the right one, in the right way, for the right market.

Check out Montonio's website to see how this approach works in practice.