Before any store we build takes its first order, it has to pass this checklist — on a real phone, held in one hand, on mobile data, ideally while the tester is mildly distracted. That last condition is not a joke: your customers are checking out on the LRT, in queues and half-watching television. Design for that person, not for a lab.
Payments
- FPX, at least one major e-wallet and cards are all present — missing any one of these turns real Malaysian customers away at the till.
- Payment options are visible before checkout starts, on the product page or cart.
- Failed payments return the shopper to a filled-in checkout, never an empty cart.
- The total shown at payment matches the total shown in the cart, to the sen.
Forms
- Guest checkout is the default; account creation is an offer after payment, not a toll gate before it.
- Phone fields open the number pad; email fields open the email keyboard.
- Address autofill works, and postcode lookup fills city and state.
- Error messages appear next to the field, in words — "Please check your phone number" — not as a red banner at the top of the page.
- Nothing important sits inside a placeholder that disappears when typing starts.
Shipping and totals
- Delivery cost and date estimate appear before the shopper commits to checkout.
- East Malaysia rates are honest and visible, not a surprise at the last step.
- The free-shipping threshold, if any, is advertised in the cart with a "RM40 to go" nudge.
- Voucher codes have a single obvious field that does not hijack the whole layout.
Trust and recovery
- The order summary stays reachable on every checkout step.
- Return and refund terms are one tap away from the payment screen.
- A human contact channel — phone or WhatsApp — is visible at checkout for the "is this legit?" moment.
- Abandoned carts trigger a reminder within hours, written like a helpful note, not a threat.
- The confirmation page and email both say clearly what happens next and when.
How to use this
Run the list on your own store this week — phone in one hand, coffee in the other. Score a point per pass. Sixteen or better and your checkout is healthier than most we audit. Below twelve, you are funding your competitors' remarketing campaigns.
Want the audit done properly, with session recordings to prove where the leaks are? Send us your store's URL and we will run it for you.