Disputed Transactions
We have decreased average time needed to handle a disputed transaction and improved experience of client making a claim.
Context
For different reasons clients might want to disput transactions in order to claim a refund. This scenario involves several steps and departments including Support and Finance. From a legal perspective a refund operation must be handled in a regulated time frame that we currently don't meet, for several reasons.
In addition, we badly track disputed transactions which make Finance team unable to get a clear vision upon payouts coming out from Shine's account.
Finally, clients have to reach the support, fill a specific document, send it to the support that will then transfer it to another department.
Yep, a truly painful experience indeed.
Approach
After mapping the whole end-to-end process and talking to several involved departments, we realize that most of informations asked to the clients could be either asked or retrieved directly from Intercom or our Internal backoffice.
POV: you have to fill a piece of paper to maybe being charged back.
Users can select transactions they want to dispute directly from their app instead of filling a piece of paper.
Requested pieces of information are automatically gathered in a report, where operator can investigate, check documents and at the end decide whether or not the disput is elligible for a refund.
Outcome
Redesigning the whole process significantly helped reduce internal manual workload and speed up response times, which increased the satisfaction rate.
Please note that these projects are highly confidentials and might be still work in progress.
Thanks for not sharing.
