Improving phone purchase journey
By: siabost9deas | 22-12-2017 17:46
The problem is that the method to purchase a phone paying for it monthly as currently set out, is flawed. There is no indication as to what the correct steps are. There is no visible 'basket' on the website though GiffGaff emails refer to it. And in any case the phone is only reserved for 30mins so by the time your 'loan' is approved the phone could be out of stock leaving one with a Ratesetter loan that is now useless. But even allowing that the phone might still be in stock, the advice GiffGaff gives is to go through the purchase process again and that the loan will pay for the phone - I tried this after my loan had been approved the first time and at no point was there any indication of any loan option to pay for the phone
So, I propose there should be a permanent 'basket' on the website (similar to Amazon and almost every other selling website) which will store your intended purchases and their status until processed. In the case of selecting a pay-monthly option a phone would have to be reserved until the Ratesetter loan to pay for it is approved or refused. At that point the phone would automatically become a purchase with no further action required by the customer. The customer would be able to cancel the order at any time up to that point. At each stage of the process the customer would be clearly informed of what was happening.