Hi Teri,
I am glad your team is looking into this big problem. Here are the steps that need to be done for purchasing a gift card:
1-Add to the cart
2-View cart
3-Verify account
4-Proceed to checkout then 5- enter payment info
4a-Or Continue shopping and then add item to the cart proceed to checkout as before
4b-Or continue shopping and decide not to buy anything more. Can’t go back to 2- Sticky problem here as it seems that we cannot get back to the cart unless we do another purchase (or pretend to do it)
Problems noticed:
A- Just entering payment info takes a little time; it seems that time is not allowed (20 minutes like in the old system would be great; why not?)
B- What is the use of the Continue Shopping button if you cannot get back to the cart easily or if you do not have the time to shop more in the case of the Daily Deal? (20 minutes??)
C- I tried the process on the CVS daily deal this week and though the item was in my cart, all gift cards were sold out at 12.05pm ET (maybe before; 12.05pm is when I checked the time) including the one in my cart which I could not purchase.
Teri, I sincerely hope that you will be able to convey the immensity of the problem and the frustration incurred to your team. I see problems at several levels in this process and I hope your team will figure out the answers; may I suggest your team checks out the final process as a customer because it helps discover missed steps and problems.
Thank you, Teri, for taking care of this issue (through your team); I am looking forward to hearing from you at your earliest convenience.