More Filipinos are shopping online nowadays, ordering everything from clothes and gadgets to groceries and services. The rise of mobile wallets, delivery apps, and e-commerce platforms has also made buying online easier and more accessible. Along with this convenience comes a growing awareness of how customers’ personal data is being collected and used.
For many online shoppers, privacy concerns are becoming deal breakers. A customer may browse your website, add items to their cart, and then suddenly abandon it, all because they felt uncertain about how secure or trustworthy your business is. As a business owner, you can’t afford to lose sales just because of trust issues.
So why do privacy concerns cause consumer hesitation? And what can you do to fix it? In this article, we will explore the reasons why customers may not proceed with their purchase and how you can address the issue.
They’re Afraid Their Financial Information Might Get Stolen
Since online transactions typically require customers to input sensitive information—such as credit card numbers, debit details, or e-wallet credentials—it’s only natural for them to feel cautious. The risk of fraud, hacking, or phishing scams is a real and growing concern in the world. In fact, news about identity theft and online scams often circulates on social media or in the news, making many shoppers hesitant to proceed with their purchases, especially if the business is still unfamiliar to them.
To alleviate this concern, your website must prioritize security. First, ensure that your website is HTTPS-secured and that you use a valid SSL certificate, which encrypts the data transferred between the user and your site. This simple step signals to customers that their data is safe. Additionally, partner with trusted and well-known online payment processors like Maya. As a trusted brand for digital transactions, Maya provides businesses and their customers with the assurance that their financial information is safe.
For businesses that do not have a full-fledged e-commerce site with a payment gateway, a professional invoicing solution can be an important alternative that will help you showcase your brand and establish trust. With Maya Invoice Payments, for example, you can quickly create and send invoices to your customers that clearly reflect your branding and contact information—strong trust signals that can help reassure customers to proceed with their payments. These tell customers that they are dealing with a legitimate and professional business. Moreover, offering this reliable option for invoice payment online allows you to accept credit card, debit card, e-wallet, and QR Ph payments, even if you don’t have a website. You just have to email the invoices to your customers, and they’ll be able to make their payments securely online.
They Don’t Know How Their Data Will Be Used
The uncertainty about how their personal information will be used can also make customers hesitate to complete a purchase. When shoppers are unsure of the extent to which their data will be shared or stored, it can lead to distrust. The absence of a clear privacy policy or vague terms can raise red flags for customers, making them reluctant to provide their personal details.
As an entrepreneur, one of the first steps you can take to address this concern is to create a clear and concise privacy policy that explains exactly what data you collect, why you collect it, and how it will be used. This policy should also be easy for customers to find, especially during the checkout process or account sign-up. When creating a privacy policy, avoid legal jargon and aim to write it in a way that your customers can easily understand.
The Checkout Process Feels Unsafe or Too Complicated
Even when a customer has already decided to buy, a poorly designed or confusing checkout process can quickly change their mind. Many Filipino online shoppers have abandoned their carts simply because the checkout page had too many steps or asked for too much information. If the process seems unprofessional or doesn't appear secure, customers are also likely to back out before completing the transaction.
The best way to address this privacy concern is to offer a secure, fast, and streamlined checkout experience. Make sure your checkout page is easy to navigate, with clear instructions and minimal form fields. Also, avoid redirecting users to unfamiliar third-party pages that may look untrustworthy. Instead, use secure payment gateways that locals know and trust. One great example is Maya Checkout, a solution that allows you to provide customers with a secure, professional-looking payment page that’s optimized for smooth transactions. It supports various payment methods like credit and debit cards, e-wallets, and QR Ph—all within a trusted environment. Having such a checkout system in place reassures buyers that their payment details are handled safely, preventing cart abandonment due to security fears or frustration.
They’re Forced to Share Too Much Personal Information
As mentioned, many customers may find it frustrating when they’re required to provide too much personal information just to make a purchase. Requests for things like account creation, multiple forms to fill out, and unnecessary fields often lead to cart abandonment. In fact, many customers are simply looking for a quick and easy transaction, and any extra steps or redundant forms may discourage them from completing their purchase.
With this in mind, it’s best to offer a guest checkout option. Having this option in place allows customers to make purchases without requiring them to create an account, which can significantly reduce friction. You should also limit the information you ask for to only what is necessary to complete the transaction, such as name, address, and payment details.
They Worry about Getting Spam Messages Later
Another common privacy and user experience concern that discourages online shoppers from completing a purchase is the fear of getting spammed with marketing emails or promotional offers. Filipino consumers are particularly cautious about giving out their contact details because they don’t want to be bombarded with unwanted messages after completing a transaction.
To ease this concern, make sure to offer opt-in options for marketing communications. Customers should be able to choose if they want to receive promotional emails, discounts, or other marketing materials. Never auto-enroll customers in your email lists, and always give them the option to easily opt out if they wish to stop receiving marketing messages.
Assure Customers Their Privacy Is Protected with Trusted Online Payment Solutions
When customers feel their privacy is protected, they feel confident about transacting with your business. Sign up for Maya Business to gain access to reliable payment tools that will help your business remain top of mind among customers.
Signing up qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further enhance the online security of your business. Just use Maya as your primary processor for all wallet and card payments. Remember, the more you use our solutions, the better the loan offer will be.
Setting up a Maya Business account also lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
So, sign up for Maya Business today to enjoy all the benefits Maya Business solutions can provide.
