Top friction signals at each stage of the CarGo digital experience, from first visit through host onboarding. Dot color indicates severity: critical, high, or medium.
/v2/payments/approveFunds network failure at payment confirm
49 (69%)
/api/collect during cart attempts
977
The purchase funnel collapses in two distinct places. Understanding each failure separately is critical — they require different fixes and affect different teams.
Wall 1 — Car Availability Failure
7,113 users blocked (89.6% of funnel)
The inventory system surfaces cars that are not actually bookable. When a user clicks Add to Cart, the API returns an availability error immediately — there's no loading state, no partial success, just an instant failure message.
10+ city markets also returning network errors
The /v2/cars/getAllCarsInOrgInCity endpoint is failing for Oklahoma City, Indianapolis, Charlotte, Austin, New York, Madison, Albuquerque, Savannah, St. Louis, Lansing, and others — 300–357 users per city.
Zero recovery UX at the failure point
The error gives no reason (date conflict? car condition? already booked?), no alternative car suggestions, no "check back" guidance. Users have nothing to do except leave.
Wall 2 — Payment Processing Failure
69% payment API failure at final confirm
POST /v2/payments/approveFunds fails at the network level for 49 of ~71 users who reach checkout review. This is not a user payment method issue — it's an API reliability problem.
Silent failures are the norm
Session recordings show that 2 of 3 sampled payment failures produced no visible error state. The submit button appears to do nothing. Users rage click, wait, then abandon — with no idea what went wrong or how to fix it.
No retry or recovery path offered
Not one recorded session shows a user successfully editing their payment method or retrying with a different card after failure. There is no prompt to do so — the UI offers no guidance after the API fails.
Five session recordings sampled from the two failure groups. These are real user sessions — each shows what a person saw and did at the moment of failure.
All identified issues ranked by severity. Users affected reflects the 30-day window. Funnel impact is the estimated effect on booking conversion.
| Issue | Severity | Users Affected | Funnel Stage | Conversion Impact |
|---|---|---|---|---|
| Critical — Direct Conversion Blockers | ||||
| "Car not available" error on Add to Cart | Critical | 7,113 (89.6%) | Car Detail Page | Blocks 90% of funnel |
| /v2/payments/approveFunds network failure | Critical | 49 of ~71 (69%) | Checkout Review | Blocks final conversion |
| Silent payment failure — no error shown to user | Critical | 2 of 3 sessions | Checkout Review | Zero recovery possible |
| City inventory API failures (10+ markets) | Critical | ~3,500+ total | Discovery / Search | Dead-ends entire cities |
| High — Significant Friction & Drop-off | ||||
| Rage clicks on Car Title Link (not navigating) | High | 2,097 (52%) | Search Results | Pre-funnel dropout |
| Rage clicks on Car Image (not navigating) | High | 1,616 (40%) | Search Results | Pre-funnel dropout |
| Rage clicks on Pickup Location field | High | 1,343 (33%) | Search / PDP | Discovery dropout |
| 404 page with 87% refresh rate — routing broken | High | 19,511 | Cross-cutting | Lost entry traffic |
| Error clicks on "Finalize Lineup" (host) | High | 581 (7.3%) | Host Experience | Host-side booking fails |
| Error clicks on Confirm & Submit button | High | 60–68 | Checkout | Last-step conversion loss |
| 503 errors on /api/collect during cart adds | High | 977 (13.7%) | Cart | Cart add failure |
| Medium — UX Friction Without Hard Block | ||||
| Checkout step labels not clickable/navigable | Medium | 441–464 | Checkout | Increased abandonment |
| Edit Ride / Edit Billing buttons unresponsive | Medium | 289–320 | Checkout Review | Abandonment at review |
| Rage clicks on Total / Car Price (no breakdown) | Medium | 684–1,322 | Search / PDP | Trust / hesitation |
| Share button dead clicks (SVG element issue) | Medium | 1,188 | Car Detail Page | Referral loss |
| Usetiful guide loading failures | Medium | 1,405 | Cross-cutting | Onboarding/guidance loss |
| iOS Add to Cart error/dead clicks | Medium | ~50 | iOS App | Mobile conversion loss |
Recommendations
Five prioritized fixes ordered by conversion impact. The first two address structural failures — everything downstream improves only after these are resolved.
Fix car availability — filter unbookable inventory from search results
The root cause is that the inventory system surfaces cars that fail the availability check. Either pre-filter results to only show bookable cars, or surface availability status inline on the search card so users never reach the PDP for an unavailable car. This single fix unblocks 89.6% of the purchase funnel. Also investigate and resolve the 10+ city markets returning API errors on /v2/cars/getAllCarsInOrgInCity.
Fix /v2/payments/approveFunds reliability and surface errors explicitly
The payment API is failing for 69% of users at the final step. Investigate and resolve the network-level failures. In parallel, ensure every failure path renders an explicit, actionable error state — "Your payment couldn't be processed. Please check your card details or try a different method." Session evidence shows the current implementation silently fails for the majority of users, leaving them with no information and no recovery path.
Add post-availability-error recovery UX on the car detail page
When a car is unavailable, show why (date conflict, already booked, condition) and surface 3–5 similar available vehicles inline. Session recordings show users scrolling back up the listing looking for an explanation — a recovery surface here would recapture a meaningful portion of these abandonments rather than sending them back to a cold search page.
Fix routing and resolve the 404 page refresh loop
19,511 users are landing on the 404 page with an 87% immediate refresh rate — indicating broken inbound links, expired deep links, or a routing regression. Audit inbound link sources, add redirect logic for common broken paths, and improve the 404 page itself with search and navigation options so users who do land there have a recovery path.
Fix checkout navigation UX and car image/title click targets
Make checkout progress step labels (Billing, Payment) clickable for backward navigation — 441–464 users are rage clicking these expecting navigation that doesn't exist. Fix the car image and title link click targets on search results — 52% of funnel users rage click these, indicating the navigation from search results to the car detail page has a hit-target or routing problem. Also fix the share button SVG element click interception on the PDP.