The state of e-commerce payments in Malaysia: still terrible

Today I tried to checkout RM450 using iPay88. They only accept Visa or MasterCard credit cards, so I pulled my wallet out.

I thought I would use the Citibank card today. I got sent to an error page. So I clicked the back button to head back and thankfully this worked.

Error Finding Page

I dug further and found a Direct Access card. I have to choose an issuing bank and now had to think a little harder to figure out that this card belongs to CIMB. I was sent a code via USSD verification which was valid for a mere 3 minutes. I had to run to my phone which was charging upstairs and run back down to make the transaction.

Later I see an SMS from Citibank giving me my OneTime PIN that is valid for 4 minutes. I never even got the chance to use it.

Now, lets say I was the average consumer.

  1. What would I have done with the error page?
  2. How would I have reacted to seeing one design then seeing the iPay88 page? Seems close to an attack. Stripe doesn’t have this problem.
  3. How quickly would I have retried the same credit card before I gave up on the online purchase?

Anecdotal evidence from several online stores that I’ve been involved in suggests Malaysians are a patient bunch. They try up to three times for a credit card transaction before abandoning the cart. Some will email because its clear they really want the item. Most truly just give up.

E-commerce is slated to be big. But fixing payments should be crucial.

Related posts:

  1. 7-Eleven helps e-commerce in Taiwan
  2. Malaysia slugs credit card users who don’t pay up
  3. Is Lenovo Malaysia interested in selling their stuff?
  4. pitchIN, the Kickstarter for Malaysia
  5. zalora malaysia: some quick thoughts

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