Payment questions that find the orders lost at the last step
Ask shoppers what happened when a payment failed, how the security check felt and how they paid in the end. Each question below comes with when to ask it and what the answer tells you.
What failed payment survey questions tell you
Failed payment survey questions ask shoppers what went wrong when they tried to pay: a declined card, a verification code that never came, a page that timed out or money taken with no order. Your payment logs show the error code. These answers show what the shopper saw, what they did next and whether they bought in the end.
Ask right after a failed attempt on the payment page, or the same day by email to shoppers whose payment failed. From Starter, or on 1 survey on Free, a custom event from your code can show the survey only when a payment fails. Three or four questions is enough, since the shopper is already frustrated.
Each written answer gets a type such as bug or complaint, a theme and a sentiment, and each response an urgency, so money taken with no order reaches support first. On every plan, a workflow can post bug answers and screenshots to Slack or Microsoft Teams for the people who run checkout.
- Questions
- 13
- Best asked
- Right after a payment fails
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 failed payments and checks questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
What happened
Find the shoppers who had a problem, then collect what they saw, how often they tried and when, so each failure can be traced.
- 01Yes / No
Did your payment go through the first time?
A yes or no that finds the shoppers who had a payment problem. Use logic to show the rest of the survey only after a No, so a smooth order gets one question.
- 02Multiple choice
What happened when the payment failed?
What the shopper saw when the payment failed. The donut shows the share for each, and every answer about money that left the account with no order needs an owner in the inbox the same day.
- 09Text
What did the payment error say?
An open question for the error message in the shopper's words. Each answer arrives with a theme and a type such as bug, so you can match common messages to the step that failed.
- 11Number
How many times did you try to pay?
How many times the shopper tried to pay. Results shows the median and the middle half. Repeated tries point at a step that gives no clear reason for the failure.
- 13Date
When did the failed payment happen?
The day the payment failed, on a calendar. Results shows the picked dates, so you can match a cluster of failures with an outage or a change at your payment provider.
- 12Screenshot
Capture the payment screen where it stopped
Lets a shopper capture the screen where payment stopped. Ask shoppers to hide card details before they send it. Screenshot is on every plan, 1 per survey on Free, and Results shows the captures in a gallery.
The security check and the error
Ask how the extra step and the error message felt, to separate a confusing screen from a real block.
- 05Multiple choice
How did the extra security step feel?
How the extra security step felt, from quick to blocking. A rising share who say it blocked them completely is worth raising with your payment provider.
- 08Stars
How clear was the error message you saw?
A star rating for the error message. Results shows the average and a bar per rating. Read the low ratings beside the open question about what the error said.
- 07Big scale
How safe did paying on our site feel?
How safe paying felt, on a scale of 1 to 10. Ask it on the confirmation page as well as after a failure, and compare the two surveys in Results.
How it ended
End with how the shopper paid, how hard it was to recover and which payment methods would have helped.
- 04Dropdown
How did you pay in the end?
How the shopper paid in the end, from the same card to not buying at all. The share who didn't buy is the cost of the failure, worth reading beside what happened.
- 06Customer effort
How easy was it to fix the payment problem?
A customer effort score for fixing the problem. Results shows the average and the share who found it easy, so you can see whether a clearer error message made recovery easier.
- 10Text
What would have stopped you giving up on the payment?
An open question for what would have kept the shopper going. Answers arrive with a theme, so requests for another payment method or a clearer error are easy to count.
- 03Multiple choice
Which payment methods should we add?
Shoppers pick every payment method they want added. Bars show each share, a guide for which wallet or local method to add first.
Tips for asking about failed payments and checks
Small choices that get honest, useful answers.
- 01
Ask only after a failure
From Starter, or on 1 survey on Free, a custom event from your code can show the survey only when a payment fails, so shoppers who paid smoothly are left alone.
- 02
Keep card details out
Ask what happened and leave card numbers and codes out of the survey. The screenshot question should ask shoppers to hide them.
- 03
Answer missing money first
Give every answer about money taken with no order an owner in the inbox the same day, before the shopper calls the bank.
- 04
Send errors to checkout owners
On every plan, post bug answers and screenshots to Slack or Microsoft Teams, so the people who run checkout see the pattern early.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about failed payments and checks
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after it fails, on the payment page, or the same day by email. From Starter, or on 1 survey on Free, a custom event from your code can show the survey only when a payment fails.
Three or four: what happened, how the shopper paid in the end, the effort to fix it and one open question.
Yes, on every plan, with 1 screenshot question per survey on Free. Ask shoppers to hide any card details, and the screenshot arrives with the answer and in a gallery in Results.
Yes. Send an email from Usertick to a contact list of those shoppers, or put the survey link in your own follow-up email.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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