Leave a legacy.

Streamline phone purchase process

By: endorphin | 29-11-2015 11:54

Following on from the rush of phone purchases due to the Black Friday offers there's been a spate of reports where people have had to await further checks to be done by Ratesetter. The problem then is that once the checks have been carried out and their loan application approved the phone they were interested in is now out of stock.

This also happens, less frequently, outside of Black Friday.

Even if the phone is still in stock the member then has to go through the order process again.

I suggest a couple of changes to this process:

  • Reserve the phone for the member whilst Ratesetter performs its extended checks, this prevents the frustration and anguish of having the phone go out of stock in the interim. Following on from this...
     
  • Automatically complete the order when Ratesetter approves the loan thus streamlining the process for the member and making their experience less of an ordeal

UPDATED 3/8/17 to add harrrrrry's suggestions (for more details please see his comment below):

I think as a matter of topmost priority, giffgaff urgently needs to fully review the phone ordering process and come up with a new method which, where a loan requires approval:

  • stores all necessary information from the original application, encrypted on the server and with no reliance on cookies or browser storage, until at least 7 days after approval
  • provisionally reserves the phone until at least 24 hours after approval
  • on approval, emails a precise link to applicants, taking them straight to an order confirmation page.
  • through URL parameters the confirmation page should already know the correct username (and should use it even if another user was logged in). It should then require only the user's password to retrieve and display the order information and payment terms. There should be no requirement to use the same browser or device to display this information.
  • apart from the password, the user should not be required to re-enter any previously entered information
  • minor amendments (eg change of phone colour) should be offered, subject to stock availability at that time
  • user can instead select a different phone up to the value of the approval, without having to be reapproved
  • user should not be able to change information that might affect security or approval, such as name, delivery address or payment card (but the last 4 digits of the payment card should be displayed to confirm the card to be charged
  • if the user wishes to proceed with the order, then a single click on an order now button should be sufficient.

Comments

by: harrrrrry
on: 02-08-2017 20:03

Copied from https://community.giffgaff.com/t5/Contribute/Unacceptable-Business-Method/m-p/20657330#M506335

Giffgaff has plenty of improvable features, but the phone loan approval process is probably one of the silliest.

No intelligent company implements a system that requires a person to enter the same information twice. But it is made worse by the continual stream of reports that even when people perform this totally unnecessary step they often go through it several times without succeeding in finally placing the order. Sometimes while doing this, the phone goes out of stock.

I think as a matter of topmost priority, giffgaff urgently needs to fully review the phone ordering process and come up with a new method which, where a loan requires approval:

  • stores all necessary information from the original application, encrypted on the server and with no reliance on cookies or browser storage, until at least 7 days after approval
  • provisionally reserves the phone until at least 24 hours after approval
  • on approval, emails a precise link to applicants, taking them straight to an order confirmation page.
  • through URL parameters the confirmation page should already know the correct username (and should use it even if another user was logged in). It should then require only the user's password to retrieve and display the order information and payment terms. There should be no requirement to use the same browser or device to display this information.
  • apart from the password, the user should not be required to re-enter any previously entered information
  • minor amendments (eg change of phone colour) should be offered, subject to stock availability at that time
  • user can instead select a different phone up to the value of the approval, without having to be reapproved
  • user should not be able to change information that might affect security or approval, such as name, delivery address or payment card (but the last 4 digits of the payment card should be displayed to confirm the card to be charged
  • if the user wishes to proceed with the order, then a single click on an order now button should be sufficient.

I think this would resolve a lot of the present dissatisfaction and misoperation with the ordering process.

I'm not sure exactly whose camp this belongs in, but perhaps @gadgetchamp and @gary_1989 could pass it on to whoever needs to look into it and confirm it here.

by: bertiebat
on: 02-08-2017 20:15

So pleased you have included such a comprehensive set of how the whole process would best work and I really hope that this whole idea is now going to be reviewed sooner rather than later. I had already added my support to this idea.

by: fabiyes
on: 15-08-2017 15:48

Nicely done

by: bluemoonbaz
on: 07-08-2017 20:14

+1 From me

by: kathleen414
on: 06-08-2017 12:42

My support added

by: datdad
on: 02-08-2017 19:28

needs to be done soonest.

by: brulaw
on: 02-08-2017 18:05

Plus one from me , anything that makes things easier ( clearer ) has to be a good thing , The sooner this gets acepted / implemented the better .

Edited
by: srehman
on: 02-06-2017 13:37

Good idea! 1+

by: egglassa
on: 08-05-2017 07:23

Making things easier is always a good thing 

by: missmaiac
on: 26-01-2017 17:41

As someone who is currently stuck in this hideous loop, I am fully supportive of this idea.  I am purchasing a phone for my daughter and I have the added strain of her being very upset that we cannot get on and purchase the phone despite being approved.

by: alexirving
on: 21-03-2016 10:11

It should be first come, first serve! I don't support reservations as those customers may fail the credit check or change their minds

by: harrrrrry
on: 04-08-2017 11:48

I think if you went to a car showroom, paid a deposit on a car but had to wait while the dealer approves the finance, you'd be pretty miffed if they phoned you the next day to say they now had finance approval but had sold the car to somebody else in the meantime. I don't think you would ever buy another car from that dealer.

Likewise, the phone buyer is asked to pay a deposit. We are not talking about reserving stock for weeks on end. Loan decisions happen within 24 hours. If the loan's not approved then the phone can be immediately released. If it's approved then it's reasonable to give the applicant another 24 hours to go ahead.