Customer feedback data

Observed problem

Users report that the checkout page loads slowly, the spinner continues indefinitely, and performance degrades during evening hours.

Proposed problem statement

Business and end users experience prolonged wait times when attempting to complete checkout, as the page takes over ten seconds to load, the loading spinner never stops, and slowdowns are especially noticeable during peak evening periods, preventing timely order completion.

Observed problem

Users encounter various obstacles that prevent successful payment completion, including freezes after card entry, disabled pay button, unexpected redirects, coupon-related blocks, duplicate orders on retry, and missing order confirmations despite being charged.

Proposed problem statement

When trying to pay, users of all types face interruptions that stop the transaction from finishing—such as the payment freezing after card details, the pay button staying inactive, being sent back to the cart, coupon codes blocking payment, retries creating duplicate pending orders, or being charged without receiving an order confirmation—leading to frustration and uncertainty about order status.

Observed problem

Users report that checkout works on desktop but fails on mobile devices.

Proposed problem statement

End users attempting to checkout on mobile devices encounter failures that prevent them from completing their purchase, while the same process succeeds on desktop, causing a broken mobile experience and lost conversions.

Observed problem

Business users indicate that their saved payment cards are not displayed or selectable during the checkout process.

Proposed problem statement

Business users cannot use their previously saved credit or debit cards when checking out, forcing them to re-enter payment details each time and reducing the convenience of the stored payment feature.

Observed problem

End users experience the billing address form clearing or resetting to default values while they are filling it out.

Proposed problem statement

While entering billing information during checkout, end users find that the form unexpectedly resets, causing them to lose their input and repeat the entry process, which hinders completion of the purchase.