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Survey evidence suggests that missing digital-wallet options can cost retailers Gen Z purchases, but it does not prove that every online store without Apple Pay or Google Pay loses customers. The clearest online-specific finding is that 56% of Gen Z respondents in a PayPal-sponsored 451 Research study said they had abandoned an online purchase in the previous six months because their preferred payment method was unavailable.
What the surveys say about Gen Z and wallet checkout
The evidence points to a checkout risk, not a guaranteed sales loss for every retailer. The studies measure different things—wallet use, payment preferences and reported abandonment—so their percentages should not be treated as interchangeable.
- Reported wallet-related skipped purchases: GoDaddy said 54% of surveyed U.S. Gen Z consumers had skipped completing a purchase because a business did not accept a digital wallet such as Apple Pay or Google Pay. Its March 2025 survey of 1,500 U.S. consumers did not specify whether the purchase was online or in person. GoDaddy’s May 14, 2025 release is company-published research; GoDaddy sells commerce products.
- Online wallet use: In 451 Research’s 2024 consumer survey, 60% of Gen Z respondents said they used digital wallets online weekly, compared with 38% of consumers overall. The results appear in PayPal’s sponsored 2025 report, Building a winning payments strategy for Gen Z and millennials.
- Online abandonment when a preferred method is missing: In that same report, 56% of Gen Z respondents said they had abandoned an online purchase in the previous six months because their preferred payment method was not offered; the figure was 37% across all respondents.
- Difficulty at checkout: The report also says 57% of Gen Z respondents had abandoned an online purchase because it was difficult to complete. This is a separate reported reason from the absence of a preferred payment method.
These are self-reported survey answers, not results from a randomized test of a retailer’s checkout. They show that some Gen Z shoppers report stopping when payment choice or checkout usability falls short; they do not establish how many sales a particular store would recover by adding a wallet.
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A shopper can use a wallet regularly without preferring it for every purchase. Someone may prefer a physical card, while another may abandon checkout because a different preferred option—such as a particular card or payment service—is missing. Retailer acceptance is yet another measure: it records what a merchant offers, not what customers choose or complete.
Regional context matters, too. In Visa and Morning Consult’s survey of 1,000 adults across 12 markets, fielded October 14–16, 2025, U.S. Gen Z respondents were nearly as likely to prefer digital wallets as physical cards: 36% versus 34%. Visa reported a margin of error of plus or minus one percentage point for the full survey. The U.S. result should not be applied to every country; preferences differed by region. The survey was sponsored by Visa, a payment network, and used an online sample weighted by gender, education, age and race. Visa’s 2025 Spending Shift report provides its findings and regional discussion.
Why mobile payment options may matter to younger shoppers
Digital wallets can make payment feel familiar and reduce the need to re-enter payment details, particularly for shoppers buying on a phone. That convenience is one plausible reason wallet availability can matter, but the cited surveys do not isolate which feature drives a shopper’s decision or quantify the effect on a store’s conversion rate.
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Federal Reserve Financial Services summarized surveys in May 2024 in which more than half of Gen Z respondents aged 18–25 and Millennials aged 26–41 used digital wallets; 80% of those younger consumers said the ability to pay by mobile device was important. The organization explicitly cautions that its survey summary is not independent academic research and notes that Federal Reserve Financial Services also offers payment services. Read the Federal Reserve Financial Services summary.
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What retailers should do with the evidence
Wallet support is one part of payment choice, not a substitute for a usable checkout or a guarantee of recovered sales. PayPal’s sponsored 451 Research report found that just over half of surveyed merchants offered digital wallets at checkout in its 2024 merchant study; another 39% were exploring or planning adoption within the next 12 months. Those figures describe that study’s merchant respondents, not all retailers, and are not a current adoption census.
Before adding a payment option, a retailer should assess its own customers and operations:
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- Check the checkout data: Review abandonment by device, country and payment step. Compare that with the payment methods customers use and request; broad survey results cannot identify the friction on your site.
- Match availability to your markets: Confirm which wallets are supported in each country where you sell, and whether your payment provider and ecommerce platform can offer them at checkout.
- Compare costs and operational requirements: Evaluate processing fees, authentication and security requirements, and how refunds, disputes and customer support will work.
- Keep the payment choice focused: The 451 Research report cautions that too many checkout options can add clutter. Offer methods that fit your customers rather than adding every available button.
- Measure the result: If you introduce a wallet, compare checkout completion and abandonment before and after the change, accounting for other changes to the site. The survey figures do not predict the lift for an individual retailer.
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