Gateway Integration
Reducing Cart Abandonment by 35% via FPX & Touch 'n Go
Reducing Cart Abandonment by 35% via FPX & Touch 'n Go Integration for a Regional E-Commerce Brand
These are R&D case studies—explorations and prototypes, not delivered client implementations.
Overview
A regional e-commerce brand needed local Malaysian payment methods without risking checkout downtime during peak sales windows.
The Challenge
A Southeast Asian e-commerce brand was losing nearly half of checkout sessions. Card-only payments forced Malaysian shoppers into friction-heavy flows, while missing FPX and Touch 'n Go options drove abandonment at the payment step.
Shoppers abandoned carts when the only option was international cards. Mobile traffic especially struggled with long forms. Existing webhook handling was inconsistent, so some paid orders never reached the warehouse.
Our Solution
We rebuilt the checkout around local payment rails—FPX bank transfer and Touch 'n Go eWallet—alongside cards, with a streamlined guest checkout, multi-currency handling, and webhook-backed order confirmation so every successful payment triggered fulfillment.
We integrated FPX and Touch 'n Go alongside card rails, redesigned the checkout for guest and 1-click flows, and hardened webhook processing with retries, HMAC verification, and idempotent order creation.
Implementation
- Mapped checkout UX to FPX, Touch 'n Go, and card paths
- Implemented gateway APIs with sandbox and production verification
- Built resilient webhook listeners with retry and dead-letter handling
- Added multi-currency display and settlement reconciliation hooks
- Monitored go-live with incident response under 30 minutes
Results & Impact
Key Achievements
- 35% reduction in cart abandonment at payment
- FPX and Touch 'n Go live with zero checkout downtime
- Higher completed-order rate among Malaysian shoppers
- Reliable webhook-driven order fulfillment
- Mobile e-wallet conversion uplift on peak campaign days
Cart abandonment dropped 35% at the payment step. Local payment adoption rose immediately, and fulfillment sync failures effectively disappeared—protecting revenue that was previously lost to broken payment UX.