GoDaddy Payments Chargeback Automation
Chargeback Self Service Portal
Context
GoDaddy Payments receives a large quantity of chargebacks per month. Most of them are First Chargebacks that require responses from the merchants to provide evidence and documents to fight their cases. If merchants do not respond to these requests in a timely manner, they lose the case and money. At the moment of this project, the company combined manual and automated efforts to ensure the merchants are aware when they have these chargebacks and help them through the lifecycle. However, in the longterm, we want to empower the merchant to self-self, represent their cases themselves, seamlessly upload their documents and send to the bank’s API directly. As GoDaddy Payments projects to add between more Powersellers in the coming years, we want to act as partners and ensure they reduce losses to the minimum.
Goal
The goal of this feature is to provide the GoDaddy Payments merchants with a self-serve mechanism to handle the chargebacks and give them an option to contest the disputes with a guided mechanism and keeping them up to date with the status of their disputes.
Design Process
The goal of this feature is to provide the GoDaddy Payments merchants with a self-serve mechanism to handle the chargebacks and give them an option to contest the disputes with a guided mechanism and keeping them up to date with the status of their disputes.
Iteration
Information Architecture
Working with Stakeholders and Product Managers, a feature map was draw in order to understand the information architecture of the feature in it’s different states and entry points. This served as the base for the user flow within the platform.
UI Mockups
After mapping the features and initial flows, medium and high fidelity mockups were created for validation. a few options were made at this point, which were used to align with stakeholders and engineers the best approach.
Usability Testing
Once defined the best solution for implementation, it was time to validate the flow with users and find gaps and/or opportunities in the experience. For this, we’ve used usertesting.com to conduct an unmoderated usability testing with 10 users. The insights were important to adjust copies, entry points and find nice-to-have features for a future launch.
Positive Aspects
- 100% of User rated it easy/very easy to find a chargeback claim from the action items card.
- Overall, all users were able to successfully upload their documents and found value in being able to deal with chargebacks in the platform, especially those who dealt with chargeback in the past.
- The form to submit evidence was well received and users liked that it provided tips and practical examples.
Opportunities / Improvements
- Some users work on a contract basis as service provider, so it would be handy to have those contracts easily accessible when they submit their evidence.
- The win rate is misleading atm (it tells you the % percentage from all disputes, even the ones processing/pending. It should be calculated based on closed cases only).
- A couple of users did not quite understand the “processing” status.
- A lot of users tried to search for the chargeback ID in the CH search.
- When the dispute is not showing as an action item (as in it’s not a pending action), users took some time to find it in the transactions page.
Final Designs
The goal of this feature is to provide the GoDaddy Payments merchants with a self-serve mechanism to handle the chargebacks and give them an option to contest the disputes with a guided mechanism and keeping them up to date with the status of their disputes.
New Chargeback Management View
A new transaction view only for chargeback management was created under the transaction section of the platform, where users can easily track and filter chargeback by status and date, as well as see relevant metrics. This view also allows users to quickly accept or dispute a chargeback claim.
New Portal to Submit Evidence
A new form for submitting evidence was created, in which users can easily upload documents and find relevant files to help them fight against the dispute, without the need to contact their bank. This view also shows an opportunity to provide guidance for users on how to act and make help article links more easily accessible.
Transaction Detail Page
Different entry points were created to help users challenge their disputes, including in the transaction details.
Impact
With this implementation, we hope to achieve a Low dispute volume, high win rate, lower time-consuming manual work, and efficient reporting transparency, projecting an increase in GvP and reducing FTE.