Checkout with payment plan confusion

[A. Smith]

I ordered an upgrade at the store this morning and selected 'checkout with payment plan' but the order was processed without directing me to the info for a payment plan. In fact, I hadn't submitted any payment info whatsoever. So, not knowing what to do, I then went to the payment plan link in my account and submitted a payment plan for the order (I referenced the order number in the comments section). Then, when I submitted the payment plan, I got no indication of successful submission on the website (thanks for your order or anything). 

 

Now, I trust that the accordance team is smart enough to work through what I've done. But I have to say that this is a very confusing ordering process. I understand the need for manual processing with upgrade orders and with the payment plan. However, This seems unnecessarily confusing and/or complicated. I don't know of another company I do business with online that has such a strange checkout procedure. How is it possible to submit an order without giving ANY payment info? Why is there no instruction on how to checkout with a payment plan or information on how the plan works when you click 'checkout with payment plan'?

 

To be frank, I accept this because I'm used to accordance's different way of doing things. But If I were a new customer, this would be unsettling. When it comes to spending large chunks of money, particularly online, customers need very clear instruction on how the process works and what the next steps are. I hope the accordance team can refine and update their checkout procedures. 

 

EDIT: I just realized there is a very brief and not altogether helpful 'the process' bullet point at the very bottom of of the accordance store menu. However, not only is it not informative, it requires the customer to go through the effort to find. The bottom line of what I'm saying is, put yourself in the position of a customer, even a first time customer. How would you want this process to work? How does it work in other online retailers? Not like this, I can assure you. I can guarantee it will only benefit you to reassess and refine the process.  

Edited March 1, 2017 by A. Smith

[Alistair]

I was just looking at the payment plan option: have the terms changed? I've never owned two credit cards and now I don't even own one, but I did set up a payment plan last year somehow. 

[Helen Brown]

A. Smith: we'll look into why the process didn't work for you. However, we would have contacted you for the information if it wasn't complete.

 

Alistair: we request 2 cards in order to submit a payment plan request, but we will set up a plan for you even if you only have one card. You just need to email us with that request or note it on your order.

[Alistair]

A. Smith: we'll look into why the process didn't work for you. However, we would have contacted you for the information if it wasn't complete.

 

Alistair: we request 2 cards in order to submit a payment plan request, but we will set up a plan for you even if you only have one card. You just need to email us with that request or note it on your order.

Excellent customer service as always!