The verdict in three sentences
Most abandonment happens not in the cart but after the 'pay now' click: 68% drop off while the mobile money prompt loads or stays silent. An in-page STK push with a live status poller reassures the buyer and adds 14 completion points; a retry after failure recovers 9% more. The difference comes down to one thing: showing something is happening during the 22-second median payment.
Redirect or in-page STK push?
The redirect flow sends the buyer off your site to an operator page, then hopes they come back. Every hop is a chance to get lost, especially on 3G. The STK push (in Mombasa via M-Pesa, in Cotonou via MTN and Moov) triggers the prompt directly on the phone, without leaving the page, while a status poller checks the payment continuously.
The secret isn't the technology but the visual feedback: a spinner, a 'payment in progress, confirm on your phone' message, then a confirmation. A buyer who sees progress waits; one who sees a frozen screen abandons.
| Lever | Effect on completion | Note |
|---|---|---|
| In-page STK push vs redirect | +14 pts | removes the off-site hop |
| Live status spinner | included in +14 | reassures during 22s |
| Retry after failure | +9% of carts | immediate second attempt |
| SMS confirmation receipt | +11 pts of trust | proof for the buyer |
| 120s timeout | avoids false failures | not too short, not endless |
The Cotonou / Mombasa benchmarks, 2026
| Metric | 2026 benchmark |
|---|---|
| Abandonment at payment step | 68% |
| Median STK push duration | 22s |
| Status spinner gain | +14 pts |
| Recovery via retry | 9% |
| Moov Benin fee | 1.5% |
| Recommended timeout | 120s |
| SMS receipt trust lift | +11 pts |
*2026 estimates; magnitude depends on operator, network load and device.*
Mini case study
Carine sells wax fabrics online in Cotonou, 700 payment attempts a month via MTN and Moov, average basket 12,000 FCFA. With a classic redirect, 68% abandon: she closes only 224 sales (2,688,000 FCFA). Switching to an in-page STK push with spinner and retry (+14 pts, then +9% recovered), her completion climbs: she reaches about 340 sales (4,080,000 FCFA). Same traffic: +1,392,000 FCFA per month, without a single franc of extra advertising.
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FAQ
Why do 68% abandon after 'pay' and not before?
Because the purchase intent is already there: they drop off from technical doubt, not lack of desire. A frozen screen for 20 seconds reads as a breakdown — the status spinner clears that doubt.
Does STK push work on every operator?
Yes for M-Pesa, MTN MoMo and Moov, which expose a push API. For others, a QR code or USSD fallback takes over so no one is lost.
What timeout should I set?
120 seconds: enough to enter the PIN without stress, short enough to offer a quick retry. Too long a timeout leaves the buyer uncertain and raises abandonment.
Does the SMS receipt really matter?
Yes: it adds about 11 points of trust, because the buyer holds tangible proof of the transaction. It's a powerful reassurance on a first purchase.
Let's talk about your project. We replace your redirect with an in-page STK push featuring a spinner and retry, and we measure the gain. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
