Show a way to get help at checkout
Shoppers stuck at checkout need a quick way to ask. Show phone, chat or a contact link on the checkout page.
1 min read
Area
CRO & UX
Severity
Medium
Fix effort
Small
Stores failing
Not enough data
A shopper who hits a problem at checkout needs a way to ask for help without leaving. A phone number, chat or contact link on the checkout page serves that. This check looks for one.
Why it matters
Problems at checkout are urgent: a card refused, a code not applying, a question about delivery. A visible help route turns a stuck shopper into a customer. Without it, they often leave.
What the audit looks at
The audit reads checkout for a phone number, chat widget or contact link.
What usually causes it
- A minimal checkout with no footer
- Chat that loads only on other pages
- A contact link that opens in the same tab and loses the order
- No support staff available at the times shoppers buy
How to fix it
Show a phone number, chat or contact link on the checkout. The effort is small, usually a setting or a paste and under 30 minutes.
- Add a visible contact option to the checkout footer or header.
On Shopify
- Settings > Checkout: add a contact line in the footer links; use the policy links your store already has.
On WooCommerce
- Add a contact line to the checkout page with a block, or a footer widget that shows on checkout.
How to check it yourself
- Open checkout and look for help.
- Check it opens without losing the cart.
- Contact support during an order attempt.
Frequently asked questions
Is chat necessary?
No. A phone number or email link is enough if you answer.
Does Shopify allow this?
Shopify checkout has limited customisation. Footer links and apps can add help options.
Related checks
Check your own store
See whether your store passes this check
Paste your store URL. The audit loads your pages in a real browser and shows the result for this check with the evidence behind it.