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.