Thanks for your link. I have had a look and read the narrative. I do not disagree with words written there.
What I am trying to point out, and obviously failing at, is that the actual screens, the buttons, the little red things that pop up when I enter the bnz banking website, do not behave as you seem to think they do.
I am aware of a retry option - I have used it before. But on this particular occasion I was presented with a screen that made it very clear to me that the transaction had failed.
Yes, I see your terms and conditions. Yes, I see your nice narrative about the business rules and how the system works. This is a User Interface problem. You guys have got a screen that appears under some circumstances. The screen that appears behaves differently to how you think it is behaving.
I have no ability to recreate the scenario, as I do not have access to your pre-prod environment (assuming you have one) and I don’t feel like paying bnz $10 to help you fix a problem you seem to not understand.
By your reasoning, when I get a screen that pops up, I should go and read the manuals to see what the business rules are behind the scenes before I click anything.
You do realise it’s 2017, right? “Process” and “legalities” is a safety net, not the starting point. Imagine if bnz thought that way?