What surprised me was the confusion around billing details
You need to be clearer when explaining the billing and payment process. I was surprised at how complicated the invoicing seemed at first. The documents weren't as straightforward as I expected, and it took me extra time to understand what charges were for, even after reading the provided information. Your website could really do better by providing a more user-friendly breakdown of fees and payment schedules. I did appreciate that when I reached out to support, they tried to clarify the confusing parts, but initial descriptions should be simple enough to avoid that. Overall, I felt a bit lost initially because of poor communication about payments. This could be improved easily with more transparent explanations. On a positive note, once I understood everything, the actual payment process was relatively smooth. However, to prevent this problem for future users, you really have to make billing instructions more straightforward and avoid jargon. That was the biggest surprise and disappointment in an otherwise useful platform.