Chargebacks and disputes
Date: 2018
The chargeback details page in its completed state
Role: Lead designer / Solo designer
Partners: Product Managers, Engineering, Business Unit, UX Research, Content Strategy, Policy team
Overview
A chargeback is a painful process for seller’s when a buyer files a dispute of a charge with their bank.
User group
The focus for this flow was all sellers, big and small, who may or may not be familiar with what a chargeback is or how one works.
User Problem
As a seller, I want to be able to resolve off eBay issues in matter
Goal
To create an MVP that still helps guide the seller through a painful process as easily and supportive as possible. To allow the seller to choose how to respond to a dispute and, if they choose to challenge, allow them to provide evidence.
Investigating and user testing
While eBay has always handled internal claims, refund requests, and other post transaction buyer/seller issues. Prior to Managed Payments, PayPal handled 100% of the chargebacks.
Key seller questions
Will eBay have my back?
Sellers
How can I upkeep my Selling Standards?
Whether it's adding more info or just adding friction to drive comprehension, every bit should be thought out. We should have the right amount of friction, at the right time.
How long will this take?
Comprehension is important, but less is more. Ask “will not knowing this information seriously affect their day to day selling process?”.
Look at it holistically
This flow has multiple entry points that evolve as time goes on, so we need to make sure we are taking into account the holistic approach.
The flow
The choice
In the end, this process is very black and white. The seller can’t communicate with the buyer. In the end, the decision is up to the financial institution. The consequences of challenging and then losing a dispute is quite severe ($20 dispute fee charged by the financial ins
Waiting for the results
Another big pain point in the process is it can take quite a long, and part of it is out of eBay’s control. As the
The layout
Aligning with similar flows
Since chargebacks is a post transaction experience, we wanted to make sure it fell in line with other post transaction look and feel.
Final designs
The visual design and requirements changed a lot during this process.
The last month of the project we had a new designer join our team and I oversaw as he finished iterating the UI and visual design. The flow shown is using the entry point of an in product notification during the invitational stage.
