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Report: Queues, out-of-stock items cost retailers billions

Negative shopping experiences are costing retailers an estimated $71 billion in abandoned sales annually, according to a report from global payments company Adyen. The report, which is based on findings from a global survey, including 404 consumers and 200 retailers in Australia, has put a dollar value on “friction points” in the shopping journey, such as out-of-stock items, long queues and lengthy checkouts online.  These negative experiences not only frustrate customers and diminish l