Build customer trust on your online store with secure checkout, clear return policies, and a confidence-boosting ecommerce user experience that gives visitors peace of mind when making a purchase.

The Tenets of Building Online Trust 

Online shoppers have become very smart in the way they do their shopping. With a myriad of options out there comes a high degree of expectation, but also an anxiety triggered by trust issues.

There are so many scams, spammy websites, and other dubious online offerings floating around, which means it’s more important than ever for online stores to show customers that they are mindful of these potential pitfalls and that they are number one. Getting it right from the start will see your online store going from strength to strength. Think Takealot and Amazon. 

It’s common knowledge that a high percentage of customers buy only from trusted sources. Trust signals play a significant role in underpinning that awareness of knowing where to safely buy products online. And while we have unpacked in great detail what Trust signals are and how critical they are in building trust, in this post we’ll walk you through three trust-building essentials that every E-commerce store should be considering.

1. Secure Checkout: Give Customers That ‘Safe to Buy’ Feeling

The checkout page is where you seal the deal, or on the opposite scale, send your online shoppers heading for the hills, which is what you are trying to avoid. If your cart doesn’t feel secure, it won’t matter how great your product is.

How to Build Trust at Checkout:

• Use HTTPS (always): This is non-negotiable and your savvy-minded shoppers will know exactly what we are talking about … No padlock = no sale.
• Show security badges: Would you really just give a random stranger your personal information? If you are above board, you’ll have the likes of Norton, McAfee, SSL Verified, or payment provider logos in your arsenal of trust.
• Offer trusted payment options: Go to the biggest and most trusted E-Commerce websites and you’ll see the likes of PayPal, Apple Pay and Google Pay … the more recognisable, the better.
• Keep it simple: Only ask the customer for the info you actually need to complete the purchase. Too many required fields that are unnecessary and you’ve lost them.
  
  

Bonus Tip:
Place your trust signals (like badges or secure payment icons) right by the “Place Order” button. That’s where last-minute doubts pop up.

2. Clear Returns Policy: Eliminate any Doubts And The ‘What ifs?’

A shady returns policy is a conversion killer, especially at the end checkout. Customers want to know what happens if the product doesn’t work out before they buy.

What a Trustworthy Returns Policy Looks Like:

• Simple language: Avoid legal speak. Just say it in plain human language and keep it clear and concise.
• Make sure it’s highly visible on your site: Don’t hide it in the footer. Link it on all product pages and in your cart.
• Fair and flexible: The more generous your return window period, the more relaxed the customer.
• Offer free returns (if you can): This is a gamechanger and removes a major friction point.
  
  

Bonus tip:
Always use a friendly tone in your returns policy. Something like this: “Not quite what you expected? No problem! Just send it back within 30 days and we’ll take care of the rest.”

3. Confidence-Boosting UX: Trust Is in the User Experience

Even if your returns policy and checkout are solid, a clunky or confusing site can shake trust fast. Your site’s design and performance should feel just as reliable as your products. If you don’t have this nailed down, all of the above becomes redundant. People want to see every single detail before hitting ‘buy’.

UX Elements That Build Trust:

• Easy navigation: Shoppers should never feel lost. Imagine walking around aimlessly looking for something in a massive warehouse. We have too many distractions already and it’s enough to drive you crazy, so keep it simple and make the products easy to find.
• High-quality product photos: This is often overlooked and understated. A blurred or poor-quality image sets alarm bells ringing. You should always be aiming for high-res images that are zoomable, have multiple angles, and maybe even a short video showing the product in its entirety.
• Clear product info: This complements high-quality product photos and if you marry it with sizes, materials, colours, specs, warranties, and courier or shipping timelines, then you are demonstrating a confidence-boosting user experience. The more professional you look, the better.
• Customer reviews & ratings: Social proof goes a long way but always try to encourage reviews or ratings from new buyers as the older ones are always disregarded. A review from two years ago won’t have the same gravitas as a recent one.
• Fast loading speeds: A cornerstone of Website Trust Signals, and even more so for E-Commerce websites. Slow load times lose both trust and sales.
  
  

Bonus tip:
Add a live chat option (or a smart chatbot) for quick support. People feel safer knowing help is just a click away.

A Quick Recap on How to Build Trust on Your Ecommerce Site

Want your online store to feel like a place people want to buy from (and come back to)? Focus on these three essentials:.