@wix/agent-skills 1.12.0 → 1.13.0

package/skills/wix-manage/references/ecommerce/troubleshoot-checkout-delivery-dropoff.md

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----
-name: "Troubleshoot: Checkout Delivery Drop-off"
-description: Diagnostic tree for when delivery step conversion is below benchmark. Correlates shipping issues with checkout abandonment and calculates revenue impact.
-layer: troubleshoot
----
-# Troubleshoot: Checkout Delivery Drop-off
-
-## When to use
-
-Use this diagnostic tree when analyzing checkout funnel performance and the delivery step shows elevated abandonment. The delivery step is where customers choose their shipping method — drop-off here directly indicates shipping-related friction.
-
----
-
-## Step 1: Check delivery step conversion rate
-
-Compare `delivery_step_cvr` against the benchmark of **65%**.
-
-### Interpretation
-
-| CVR range | Interpretation | Action |
-|---|---|---|
-| cvr < benchmark (65%) AND shipping issues detected | Correlate specific issues to conversion drop | Proceed to full diagnostic |
-| cvr ≥ benchmark (65%) | Do NOT cite CVR gap as justification | Focus on best practices, not recovery |
-| cvr ≥ 90% | Excellent — note strong performance | Focus on maintaining, not fixing |
-
-**Important**: If the CVR is at or above benchmark, do not frame recommendations as fixing a conversion problem. Only cite CVR gap when the data supports it.
-
----
-
-## Step 2: Calculate revenue impact
-
-Use this formula to quantify the business impact of the delivery step drop-off:
-
-```
-revenue_impact = (benchmark_delivery_cvr - delivery_step_cvr) / 100 × total_checkouts × aov
-```
-
-**Example**: If benchmark is 65%, current CVR is 55%, with 2,000 checkouts/month and $80 AOV:
-- `(65 - 55) / 100 × 2000 × 80 = $16,000/month` in potential lost revenue.
-
-### High traffic amplifier
-
-If `visitors > 30,000` (approximately 1,000+ per day) AND a HIGH-severity shipping issue is detected, include a daily revenue impact estimate to emphasize urgency:
-
-```
-daily_impact = revenue_impact / 30
-```
-
-> "At your traffic volume, this shipping issue may be costing approximately ${daily_impact} per day."
-
----
-
-## Step 3: Assign priority
-
-Based on the gap between current CVR and benchmark:
-
-| Gap | Priority | Urgency |
-|---|---|---|
-| Gap > 10 percentage points | **HIGH** | Address immediately — significant revenue loss |
-| Gap 5-10 percentage points | **MEDIUM** | Address soon — meaningful improvement opportunity |
-| Gap < 5 percentage points | **LOW** | Optimize when convenient — incremental gains |
-
----
-
-## Step 4: Identify common causes
-
-Check for these known shipping issues that correlate with delivery step drop-off:
-
-1. **No free shipping option**: Stores without any free shipping option see higher delivery-step abandonment. Customers expect at least a conditional free shipping tier.
-
-2. **Missing delivery estimates**: Shipping options without estimated delivery times create uncertainty. Customers abandon when they don't know when their order will arrive.
-
-3. **Per-item pricing (`multiplyByQuantity`)**: Customers adding multiple items see shipping costs spike unexpectedly at checkout.
-
-4. **Coverage gaps**: Customer's delivery address falls outside configured shipping regions. The checkout shows no available shipping methods.
-
-5. **Inactive backup rates**: When the primary carrier can't fulfill and no backup rate is configured, the customer sees no shipping options.
-
-6. **Options on inactive regions**: Shipping options configured for regions that are set to `active: false` are not available at checkout.
-
----
-
-## Step 5: Run diagnostic sequence
-
-Follow this sequence to systematically identify the root cause:
-
-### 5.1 Check configuration completeness
-- Are delivery profiles configured?
-- Are regions active?
-- Are shipping options assigned to active regions?
-
-### 5.2 Check coverage gaps
-- Do the configured regions cover the store's primary customer geographies?
-- Are there common destination countries/states missing from region definitions?
-
-### 5.3 Check free shipping presence
-- Is there at least one free shipping option (unconditional or threshold-based)?
-- If threshold-based, is the threshold achievable relative to AOV?
-
-### 5.4 Check rate pricing sanity
-- Are any rates exceeding 15% of AOV?
-- Is `multiplyByQuantity` enabled on any rate?
-- See the **Guardrail: Rate Pricing Sanity** skill for detailed checks.
-
-### 5.5 Check backup rates
-- Are backup rates configured on carriers?
-- Are backup rate amounts reasonable (5-10% of AOV)?
-
-### 5.6 Correlate findings with CVR impact
-- For each issue found, estimate its contribution to the CVR gap.
-- Prioritize fixes by expected conversion recovery.
-- Present findings in order of impact, with revenue estimates where possible.
-
----
-
-## Summary: Diagnostic checklist
-
-| Step | Check | What to look for |
-|---|---|---|
-| 1 | CVR vs benchmark | Is there actually a gap to address? |
-| 2 | Revenue impact | Quantify the business cost |
-| 3 | Priority | HIGH (>10pt gap), MEDIUM (5-10pt), LOW (<5pt) |
-| 4 | Common causes | Free shipping, estimates, per-item, coverage, backups |
-| 5 | Diagnostic sequence | Config → coverage → free shipping → rates → backups → correlate |