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UX improvements to Endicia "Buy Postage" modal box

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This is part "feature request," part "bug report," and part "usability issue."

Buying USPS postage via filling your Endicia account has a usability flaw whereby it is very easy to be double-charged for postage. 

Use case:

  • I selected "Buy Postage" and elected to add $37 to my Endicia account.
  • Entered my amount and clicked the "Purchase" button on the modal/popup.
  • Waited. 
  • Looked like nothing happened. After several seconds the Postage Amount still read $37.00 and the "Purchase" button still appeared in its unselected state.
  • Clicked "Purchase" again, thinking that my first request must have timed out.
  • Was charged $74 ($37 x2).

Upon closer inspection, it appears that there is not adequate user feedback to indicate whether a charge has been successful. It took several seconds for the modal to close after being charged. There is a "Please Wait" state on the purchase button that is very easy to miss, as it defaults back to the "Purchase" unselected state after the purchase has been successful. 

Recommended Fixes:

Reset Postage Amount to $0.00 after a charge has been successful. No one wants to buy the same postage amount twice, and the current system makes double-charges very easy.

OR 

Offer clear and immediate feedback within the modal box itself that a charge has been successful. Do not require the user to wait for the box to close (as it is not evident that this is what's expected)

OR

Close the modal box immediately after successful purchase. Do not revert the "Please Wait" button state to active "Purchase" state to prevent accidental double-clicks. 

  • Vanityclaire
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0

Hello,

We want to address this issue, but I want to make sure I understand the exact behavior that you are seeing. With most browsers, the popup scrolls up and off the screen after the purchase has completed, which prevents the problem you are describing.  What browser and operating system are you using?

Thanks,

Gregg Sporar

Product Manager

ShippingEasy

 

  • ShippingEasy
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The popup did scroll up/off the screen after a several second delay (a delay *after* the purchase was successful/charged to my credit card, not a delay while the charge was processing).

After the charge was successful the CTA on the popup changes from "Please Wait" back to "Purchase" (and still clickable), making it appear as though no transaction took place. I had to wait several more seconds for the popup to close on its own.

I've seen this same behavior on both Chrome and Safari (latest versions) on Mac.

  • Vanityclaire
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