Role
Senior Product Designer
As a member of the Payments and Risk team, my role involved working with merchants to prevent, manage and fight chargebacks. Chargebacks refer to a transaction that is disputed by a customer, and the payment is returned to the customer's account. Chargebacks can occur for various reasons but for this case we decided to focus on product-related disputes. This means disputes raised by a customer because they are unhappy with the product they received, such as receiving damaged or defective products, incorrect orders, or products that do not meet their expectations.
01 /
The problem
Shopify's chargeback win rate is just below 20%, way below industry-standard
Building compelling cases against chargebacks still involved manual input from merchants
Product-related disputes made up for 41.8% of all chargebacks
The current out-of-the-box customer-merchant communication solution is very generic and is not tailored towards resolving issues
02 /
The hypothesis
03 /
The opportunity
04 /
The solution
Our solution involved integrating with Inbox, Shopify's own chat application, to facilitate the capture and presentation of customer claims to merchants for action. This solution was designed to consolidate conversations between merchants and their customers into a single, centralised view.
Customers use the Shopify Inbox chatbot to file in a complaint regarding an order. The process is designed to capture all the information a merchant might requires to take action.
The claim appears as a new conversation in the merchant's Shopify Inbox dashboard
The claim appears as a new conversation in the merchant's Shopify Inbox dashboard
