Give buyers the option to request their refund in form of store credit for Return requests. 

• Develop shared component to capture buyer FoP Preference (store credit OR original payment method) at time of request 

• Show Store Credit as FoP at refund breakdown 

  • Update refund language throughout protections experience for new FoP

• Generate giftcard at time of refund 

• Onboard onto EP to allow AB testing to improve buyer opt in rate

• Dashboard view of aggregated account balance for buyers

• Option to apply partial or full credit at checkout

• ​

Store Credit for Refunds on Buyer initiated Protections Flows - RELEASE-243430

DS team toggle group component modification. Review

Date: Aug 28, 2024

Attendees: Emi Nishida Alex Rubio Randy Bascue Nam Ho

 

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Problem: reading order for accessibility

 

 

FST David G. Review

Date: Aug 21, 2024

Attendees: Emi Nishida Alex Rubio Gagan Singh Atul Sharma Heine, Rafael Srilakshmi Mani Patidar, Hemant

 

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Trusted buyer case

• <David> The two Signals, 1-2 Hours vs 3-5 business days:

• Is 3-5 days the standard for processing our returns, including all communications?

• How do our competitors handle it? 

•  

• David is confused about the CC statement.  Why are we pushing for Visa's side when we already see that the fast refund is faster?

<Atul> It depends. Avr. 3-5 business days but it takes a longer time frame by shipping. Competitors averages are 3-15 days, 4-10 days which all are in a big range

• <David> 3-5 days is NOT TRUE. 

• <Gagan> reaching a Trust issue. We need to be honest and this step is not preselected.

 

<David> He understands the Pre-selection aspect (for trust): Amazon and competitors have pre-selected states. But he feels that we don’t need to over index on the CC. If the user decides on using a credit card, there is nothing new to add. 

 

 

• David preferred the original design treatment of having the FASTER REFUND pill above the store credit option. His thoughts were that we should highlight the best option instead of giving the buyer additional info that may not be clear at a glance

 

<Paul> With Gagan, he discussed similar concepts such as the real value items: (i.e. We pay automatically but don’t mention it to users.and at the return refund, surprising fast exp)  and The experience for SC is about real value: delivering refunds and surprising customers with the fast return – get experience here.

David agreed. 

<Gagan> We need to deal without the adaptation for this segment.

<David> We reduce the variations you need to manage and deal with to have them. Trusted buyers, semi-trusted buyers, and non-trusted buyers each have different adaptations now in our scenarios, but In any case, once the item is delivered, we surprise customers and all is well.

<Atul> agreed to make it simple and it makes sense

 

<Atul> 

 

 

<David> Naming issue- The name is confusing

<Gagan> Agree, working on the final naming

 

<David> Issue with “Drop off item and get refund in the same day” He thinks it is uncertain to him. There are so many other ways to notify the buyer i.e. schedule drop off, USPS pick up or Scanned. .What if the user drops off and the carrier doesn’t scan it right away? Once we know that is the way back, we need to explain what that means.

<Alex> We need to be more specific and clarify what the action would be. Specific refund timing is important.

• Content revision

 

 

<David> 3 use cases- SC experience is still the same and the difference is the CC scenario.

 

1-2 hours vs 3-5 days/7-10 days is contradictory. Both timelines start when the user initiates a refund, but the process differs based on the selected option.

 

3-5 days is not even after delivery and it is misleading. We should state ‘3-5 days after the delivery’ 

<Gagan> Research indicates that the difference in number is merely due to varying processing times. This alone is not sufficient to favor store credit over credit card refunds. To add value to choosing store credit, consider incorporating incentives along with faster processing times. 

<Atul>The timing of the refund should be clearly communicated upfront.

<Gagan> hesitate to agree

 

<David> mentioned keeping the $ within our ecosystem and Customer satisfaction

 

 

• <David> The positioning of the signals needs to be reconsidered to make them more prominent. Reviewers suggested challenging the DS team again to better address our use cases particularly for

• using the accessibility issue.

• David and other reviewers wanted to have the FASTER REFUND pills justified left above the logo and title

 

• <David> Split XO Cases - We describe all in the toggle button, but it does not provide clear understanding in the subtext.

• David was questioning whether it's necessary to include the original forms of payment in the subtext (Visa x6940 and store credit)

 

 

 

Discussion: Multiple FOP cases

Date: Aug 2, 2024

Attendees: Emi Nishida Alex Rubio Gagan Singh 

Links:
JIRA: RELEASE-243658

User Story: CCUXTRST-1133

PRD: here

Figma: https://www.figma.com/design/ldVyLoRibD3fCrYfMBTonS/*Store-credit_design-files?node-id=2651-36733&t=UQPASLnaJm2ojCI4-1

 

*all changes were made in Figma

 

Review: Follow up from Bill/Melissa meeting

Date: Aug 2, 2024

Attendees: Emi Nishida Alex Rubio Gagan Singh Darell Robinson

Links:
JIRA: RELEASE-243658

User Story: CCUXTRST-1133

PRD: here

Figma: https://www.figma.com/design/ldVyLoRibD3fCrYfMBTonS/*Store-credit_design-files?node-id=2651-36733&t=UQPASLnaJm2ojCI4-1

 

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a 2 page return creation experience rather than one page. The page is getting quite long and with better resolutions, we will insert another question to ask buyers to pick a resolution before we surface the Store credits question.

Maybe we could have one page have the return reasons with comments and images section and page 2 with Resolutions options and Store credits question. 

• Insert another question

 

 

 

✅Revised to 2 pages 

 

FST Brian Shobe Review

Date: Aug 2, 2024

Attendees: Emi Nishida Michelle Price Carly Johnson Caitlin Rinn Alex Rubio Gagan Singh Garima Akhouri

 

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Bill

• What is the average current return length?

 

•We should state this “15 days window’ up front as the current thing and our business goal or/and experience goal is to reduce the amount of time it takes and the buyer doesn’t need to wait to get paid. 

*Garima-15+ days

 

Bill

•How does reducing the number of refund days impact and benefit eBay? e.g.10 days window or 7 days window

Where is the point of diminishing returns being able to check up on a partner ?and how do we state a business goal to justify and explain why it is so important to invest? 

•How do we see the business goal to justify and explain why it is so important

*Garima-Buyer expects returns 24-48 hours of return, beyond 48 h is not acceptable for them- by Industry reports

 

 *Garima-Compare the store return experience with others e.g. drop-off, hand-off item,or on-line returns

 

* Bill- The business goal is to get the cash back on eBay 

The user insight describes that the 24-48 h window is our exp goal. 

 

Accomplish the 2 goals to ensure this project is successful.

 

 

• Put the above points in the context page

✅

Refund at item drop off

Bill

Buyer payment team- mweb, iOS and Android

• Design inconsistencies on the bottom sheet (pop over sheet)

 

 

Bill- concern about using a stronger word than "faster"

• Reflect the concept ‘from 15 days window to 48 h window”, have to say more specific

Caitlin- We can’t say “immediate refund” as refund is contingent upon the drop-off of the item. Need to find the word for right expectation

 

✅Introducing the timing-is a whole benefit for buyers

 

 

 

Garima-

1. Users are starting to mistrust eBay because we are trying to push them to use the opt. 

We need to see the payment instrument opt

2. 2 options- Is that the way to explain the differences of the options? It is a lot of text under the title- Users are scrolling down this far on the device

 

• Alex -content in progress

 

 

Michelle

 

Pre-select is a black pattern (Irreversible action) : The system does not allow the user to undo an action they have taken.

Need to ask “Are you sure to click the choice?” ? which allows users a space to make a decision, or expect more GCX calls

 

-opt 1 : not selected any card as default

 

-Bill 

Brought up an Amazon exp- uses a slide action-

 

We need to make a decision based on the business goal and the experience goal. Then find the most value out of it.

 

 

Create 2 options to find how users submit the selection

 

-Michelle

Competitive selection is preselected state

• Come up with the Pros and cons of Pre and No selected state

• Request pattern of pre selected to Veronica's team

• Using icon to show seed- ”We’ve also used the lighting icon to symbolize FAST - veronica”

 

✅

 

✅

 

caitlin

People are mostly focusing on the image and header of the 2 options. Visual attention is important.

 

 

Bill-

Making sure the contents

The refund is about to be get

 

 

Carly-We use this in Cancellation and it is already successful putting money in eBay business

And it is already build

Bill- Awesome! Better than the box

 

✅

Single and split transaction case

Michell-SC and GC are not in the same bucket

(eBay bank) 

Gift card and SC are not transferable

 

 

Bill

Statuses in CCM - Veronica’s team own the transaction component (Seller focus)

 

There is a time frame thing. It is frustrating to see different status.

 

What is “in progress” or colors?

We already designed from the seller statuses component

✅

 

Bill

This will be one of the super beneficial to see prototypes depend on scenarios.

 

Bill

This is still too heavy in text. Set a goal how we minimize the amount of cognitive mode

• Alex is in progress

 

 

Date: Aug 7, 2024

Attendees: Emi Nishida Michelle Price Carly Johnson Caitlin Rinn Alex Rubio Gagan Singh Garima Akhouri Melissa Villamizar Bill Linzbach Veronica Bagwell

Links:
JIRA: RELEASE-243658

User Story: CCUXTRST-1133

PRD: here

Figma: https://www.figma.com/design/ldVyLoRibD3fCrYfMBTonS/*Store-credit_design-files?node-id=2651-36733&t=UQPASLnaJm2ojCI4-1

 

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Q&A :

 

 

 

Michelle-

Which FOP should be allocated to which account?  Ex: GC and CC

 

-How will it be refunded?-

 

Refunds will be back to the original FOP (e.g., cc), either as a reversal back to the original FOP or SC. If a GC was used for the purchase, will the refund be only back to GC opt?

 

If it’s a GC, does that make them ineligible from SC?

Gagan: If they don’t have any other option to pick anything else, it should be going back to GC. 

 

It’s all considered a gift card

Find you what form of payment you can return to Store credit and only design for  those option

✅

 

 

Carly-

Refund and confirmation page

 

This page shows the combination of where the refund goes

 

Gagan asked Carly that

once the user selects the payment option and submits, will they receive a confirmation again?

 

Carly- There is an intermediate page that says, 'This is how you get refunded,' and it has all the necessary info. To confirm. But this refund page doesn’t say the info.

 

Garima- That happens on the seller’s page; we reassure them about how the refund comes from and confirm that. But for buyers, there is nothing to confirm.

 

✅

 

Carly:

Regarding how you receive the refund-

 

Do we need to specify the FOP, if there isn’t an option?

Gagan: We may not if there isn’t another option

 

✅

 

Carly-

If we have only one option, we don't need to provide a description of where the refund will be issued. 

 

However, if there are more opt, we may need to consider asking, “is it logical to back up to GC? Do you know if the refund goes back to GC?, while ensuring we provide them with enough info. about refinding to GC

 

Do we need to show both the prev and this page or should everything be shown on this page if there is no other choice?

 

Alex

Fast refund for GC

If there is no opt for them (e.g GC) can they do a fast refund?

 

⭐️Can’t we combine GC and SC?

Gagan- We can't convert GC to SC acct –concern by the AML team

 

Carly recommends initiating discussions due to the confusion caused by numerous programs (eg. Store value) and payment types, and she notes that GC does not operate logically according to industry standards.

At least we show expectation to avoid GCX calls

 

⭐ ️Michelle- We need to assure that  the user is OK with the programs. We need to revisit this issue.

• Gagan will discuss with AML team

Resolved over here RELEASE-243658 Store Credit for Refunds on Buyer initiated Protections Flows

 

Gagan -This won’t happen

 

Michelle- Why does the store value not happen?

 

Gagan- SV is for sellers, providing them with funds for selling expenses or payouts, and also allows them to purchase items on eBay.

But eventually we have a digital wallet entity, ultimately they will  link to a digital wallet account, which consolidates SC, SV and all other different funds.

 

Michelle- 

How is Stored Value working here?

 

 

Gagan: There will eventually be a Digital Wallet that contains all the FOPs

 

Michelle-

Why are we adding something extra (FOP)  if we are having something similar? 

SC is the same as GC.

 

Gagan- Closed loop vs open loop

 

Digital wallet is like having a physical wallet that could have different causes in it, It holds different payment instruments. SV is an open-loop product that requires pay- by-sight that require for you to some ID info to eBay for verification  before  being allowed to use it and transfer the  funds to the platform to your bank account 

 

Michelle- 

What is the reason to create SC, if it only seems to add more confusion and already have a vision like digital wallet?

Garima-It is not implemented in the same way. GC is for purchasing, while SC is not. 

 

The rails are the same, but they're not purchased the same as gift cards. We are assuring the credit to you as a form of GC. 

 

Research suggested buyers don’t want GC in the context of a refund. So we don’t call it GC.

 

Eventually, all GCs and SC should be directed to an aggregated  account balance  that appears at XO, where we will also add SC. That will happen next year.

 

Michelle- 

Gift card mental model: 

 

SC mental model; It stacks in eBay account. 

 

Eg Amazon or retail- the only reason that user keeps money is that they repurchase items from Amazon. 

Garima-

We have competitor analysis that Garima can compare.

 

Michelle-

How will we be measuring whether or not this is confusing?

 

How are we monitoring that people are confused about?- GCX looped in, customer support?

Garima: We’re measuring GCX calls and we’re launching this as a test and will be tracking key metrics such as adoption and spend.

• Make sure you are aware of the dashboards the team is showing captured data 

 

 

✅The contact : Ben Bigelow - He suggests submitting a request form to have a dashboard filter built - go/GCXInsightsRequest

Chrissy Gerrad is the Director PM team lead for all GCX intake (edited) 

to partner with on projects

 

What is SC (benefit) about ? Customer wise

 

What is the success measure?

Garima-

We benefit by retaining funds within eBay, and buyers can experience a faster refund process since they are not receiving actual money back. That is the reason we are introducing SC.

 

Take money out, accessing the funds- Success is measured by adoption and how many people opt into it and redeem it. A bonus on top is the additional amount they can spend when redeeming it.

 

When we launch it, we can compare the GMV conversion rates of those who opt in. The work is in progress is to measure adoption

 

Gagan- FAQ page under ‘how would you like your refund’ is important how we prioritize to describe the page

 

Gagan- legal gives us recommendations and advises. We will be creating the copy to be approved by them. TMC for legal compliance is distinct from the FAQ section. While the TMC outlines the legal parameters and obligations, the FAQ is designed to help buyers understand the standard procedures and rules in a more accessible format.

 

Caitlin

She conducted surveys and usability testing, which generated numerous questions that were utilized to inform the design of the FAQ page.

 

XD questions

1. SC and GC bucket -how do we display that <Answer above☝︎＞

 

 

 

1. How do coupons function for refunds? -use it one time only?

 

Garima: The policy already exists in payment managed by a core payment team

 

Core payments team manages that, and the amount goes back to that coupon

• Gagan will confirm with AML team 

✅ We are excluding the coupons use case

 

1. Are we requiring users to put SC back to SC ? Is it the same for a GC or can GC be put to SC ?

Garima- It goes back to the payment instrument (e.g. CC, Venmo, Paypal, bank account) or SC

 

 

Carly-

 

Do we want this card to be dynamic?

 

We know what you paid with? Should we show the specific FOP? or have a general original FOP

 

We don’t have the capability to show the original FOP or just say “Original form” as a generic idea. Should it be a different button? Visa or everything

 

Gagan- It is testing (📣on Hold) Gagan needs to be heard from Buyer Payment team

 

Garima- We can ask PD and see what’s feasible

 

Garima-our refund exp today, do we specify what the buyer’s original FOP was? We want the same exp for SC as an option.(--Where does it going to)

 

Carly- on Refund summary, we only show after the process. We can potentially add it one page before on the button.  if it is going to be the same amount of difficulty, it would be sooner is ?

—-----------------------------------------------

Alex- Processing- “Refund is issued” VOD can show in RR

 

Carly- User doesn’t go back and forth to VOD once after they proceed this return.

• Gagan will find the FOP back end status from Buyer payment team

• Pull out the Buyer’s refund experience to the Figma from the library.

• Check- actually submit the request Refund app team

✅We can pull this FOP info from OMS so we can display the payment instrument(s) that were used for the forward transaction

Happy path

 

 

Gagan

Title is missing from the Print label screen

 

✅

 

Gagan

We need to remove the timeline from the QR code screen

 

✅

 

Gagan

Why do we have 4 steppers?

Fix the steppers

 

✅

 

Gagan

Make sure the content for the refund screen is aligned with Faster refunds

• Content

 

 

Carly: Do we need to specify the form of payment if there isn’t an option?

Gagan: We may not if there isn’t another option

 

 

Review: FST Design Director Review

 

Date: 6/27/2024

Attendees: Tony Daussat Michelle Price Emi Nishida Alex Rubio Gagan Singh Ryan Tietz Chen, Benjamin <benchen@ebay.com>; Bagwell, Veronica <vbagwell@ebay.com>; Whiteman, Shannon <swhiteman@ebay.com> Ben Chen

Project Phase: Initial

XD Engagement: Execute

 

Links:
JIRA: RELEASE-243430

User Story: CCUXTRST-1115 

PRD: here

Figma: here

 

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• Share the prototype with the team for closer examination and feedback. 

 

• Schedule a follow-up meeting to discuss integration of gift card balances and account balances. 

 

• Work with the legal team to understand the implications of combining different types of funds. 

 

• Develop a clear naming and messaging strategy for different types of balances to avoid confusion. 

 

• Coordinate with the digital wallet team to align on project timelines and dependencies. 

 

✅

 

• Review and simplify the messaging and font styles on the checkout page to improve clarity. 

 

• Explore the creation of a taxonomy for different types of funds to facilitate user understanding. 

 

• Initiate discussions on the future vision of the digital wallet to ensure alignment across teams. 

 

 

Review: FST Design Director Review

Date: 6/12/2024

Attendees: Melissa Villamizar Michelle Price Emi Nishida Alex Rubio Caitlin Rinn Gagan Singh Alexander Altman Larissa Scordato Michael Kanne Austin Ryan Ryan Tietz

Project Phase: Initial

XD Engagement: Execute

 

Links:
JIRA: RELEASE-243430

User Story: CCUXTRST-1115 

PRD: here

Figma: here

 

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Melissa Villamizar

Would it make sense to highlight the top 4-5 reasons and then use “other” maybe?

 

 

Melissa Villamizar

 

 

Alex Altman

“Your funds are available now” may be perceived as “available funds,” which in eBay parlance are funds that are available for withdrawal.

Per Alex Rubio:

Absolutely — the plan is for us to meet with our partner teams with similar products (stored value, gift cards) and align on the messaging to make it clear how the funds function

 

Alex Rubio, we may want to revisit that content @Alex Rubio

 

Kanne

Interesting note - if we are using this for only “trusted” buyers by the UUP measurement - it does mean this will never be available for new customers.

 

Do competitors limit this based on “trust” levels? What’s the harm if we don’t limit?

 

And more only make sure “bad customers” do not have this - rather than “trusted”

Gagan sent how we define trusted buyers to Michael Kanne

 

 

Melissa Villamizar

“Account Balance” and “Your funds are available now,” ALL feel the same. Seems weird they are separate and not blocked together.

 

→She feels there is a disconnect between the CCM component’s description of the refund amount and the card below that states, ‘Your funds are available...’

 

• Emi&Alex-will look for an alternative solution to address this issue

✅

 

Melissa Villamizar

Connect with Buyer Payments WRT the gift card and account balance work that's being done. 

 

Need help from payments ("dashboard") and XO team as the account balance and gift card balance will be combined into one. Product (Gagan) is working on the Policy stuff now, but it's a good time to start including designs

 

• Emi 

 

Protections to connect with Buyer Payments

✅

 

Review: Melissa Review 1

Date: 4/16/2024

Attendees: Melissa Villamizar Emi Nishida Tony Daussat Ansell Yuen Michael Kanne Olga Safronova Joshua Carpentier Logan Bingaman Austin Ryan Ran Zhuo Nick Remis Gagan Singh Carly Johnson Alex Rubio

Project Phase: Initial

XD Engagement: Execute

 

Links:
JIRA: RELEASE-243430

User Story: CCUXTRST-1115 

PRD: here

Figma: here

 

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Question,Comment or Design Feedback

Action Item

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Melissa

Curious to see how we test and the results after

 

 

Carly

It can be more attractive without being a default. We don’t want GCX calls asking where their money is bc they didn’t realize they selected it

 

 

Melissa

If you pick a design approach and A/B test 

Per Gagan, will perform 2 separate tests

 

N/A

Melissa

Push how might we problem space.

 

 

Melissa

 

Do like, the spacing between the modules here vs. the prior screen

 

 

Melissa’s Notes

• We don’t have stored credit right now

• We process $5B in refunds every year, ~15M $... 

• Only 40% come back to ebay to make their purchase once refunded

• We want to bring buyers back to ebay by giving them instant credits…. Improve return process and iGMV is $40-50M in year 1, up to $100M in upcoming years.

• Seller has two days once they receive the item back, then there’s like 5 days for ebay to credit to original FOP

• Refunded drop-off - eBay could give store credit immediately - like amazon 

• We will call it account balance - and seller dashboard - stored value - coupons . stored value is open loop and you can take money out, we have to KYC customers. Store credit /an account balance is closed loop - you cannot take the money out. You can only use it with eBay (it’s not for a particular seller, it’s for all of ebay).

• Research - what research are we doing? 

  • We want to test how we can motivate the user to go through account balance (Emi)

  • Test out - what categories buyers are more interested in getting store credit for. We know P+A there’s a huge interest but not sure if it’s high interest in fashion. (Gagan)

  • Is the value prop clear enough for buyers to understand the real benefit in getting an account balance? There’s emotion around losing money - can that be justified by getting balance faster or anything else? (Gagan)

• Recommend calling this account balance,not store credit - aligned

• This is all based on gift card rails - but still analyzing the risk and what buyers are eligible for a program like this. 

• Current experience takes a minimum of ten days to get a refund for buyer

• New flow - buyer gets the opt to choose how they want to be refunded - back to CC or account balance 

• Account balance is issued immediately when they drop off (or 3-4 hours later?)

• We are launching async refunds for AG - decoupling the return process for buyers and sellers - all covered through async returns so this is covered under that - since we’ve done all that work

 

Review: OX DS Office Hours 

Date: 04/09/2024

OX DS Office Hours - Tue 4/9/2024
Attendees: Emi, Wesley Anderson, and Kat Carboy

Link: 

 

 

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Action Item

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Not recommended the color and icon alternatives

We had only 10 minutes available to discuss design alternatives for the Toggle Button Group component.

 

Signal was allowed and recommended but not any other elements. Below is their recommendation.

In conclusion, OX accepted using the Signal component to highlight the AB option, while the other elements should remain as set up in the original component/guideline.

Next Steps #
I will present alternative component designs, such as using radio buttons.

 

 

Review: Gagan Product meeting 

Date: 04/03/2024

Team meeting with Gagan

Attendees: Gagan Singh, Emi Nishida

Link: 

 

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Implemented
✅

 

Request creating with incentive option flow from Garima 

 

✅

 

Send a return request page is not necessary for this story telling stage. It will be eventually needed for different use cases

 

✅

 

Only the original payment method is the other option. Remove “Change the payment method” link

 

✅

 

We selected the vertical  layout on the mobile instead of the horizontal layout

 

We opted not to use a popup sheet when selecting the original payment methods. Instead, the detailed content is displayed within the component upon selection.

 

✅

 

Gagan doesn’t see the Learn more link in-live.

 

 

We discussed the inconsistency across the platforms

 

-iOS stepper setted shorter than the other platforms

-QR codes are with different sizes

 

 

Date: 03/28/2024

Team meeting with Gagan

Attendees: Gagan Singh, Emi Nishida

Link: 

 

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(Gagan) feedback from Garima- 

• She loves the design especially the refund page

• Make sure it works both web and native

• Don’t need to worry about incentive right now

• We ensure that the buyer receives a refund for the exact amount they paid without incentive.

 

Currently we have this use case as 

 Refund > drops-off  the item 

In native, Garima wants to look refund after drop-off

Drops-off (QR code page) > Refund

 

As we have different Buyer’s profile (

Risky buyer>medium risky buyer>good buyer), we examine different flow cases

 

 

When selecting Visa payment, current case is 

 

• Create In native mocks -Drops-off (QR code page)first > Refund

 

✅

 

Current flow for AB (Account Balance) opt is 

 

Buyer initiate return > selects AB as the option > drops-off the item > Refund > Close return

 

→The refund is after drop-off

 

so far we have done refund before drop-off, that's why there was a reason to recoup if buyer does not drop it off in 15 days　（Recoup case)

 

     

How would you like a refund page? The Return detail page and refund page differs from the regular happy path. The two changes need to be applied. 

 

• On Return detail page

• We have a new component: "How would you like me to refund?" We have "Account Balance" and "Original Payment Method" set up here. 

• On Refund page

• We have account balance then it appear with original payment on balance

• dWeb keep the awaiting page

• Native we make those 2 changes in refund method and account balance.

• We will come back for Recouping case

 

 

Review: Gagan Product meeting 

Date: 03/25/2024

Meeting with Gagan

Attendees: Gagan Singh, Emi Nishida

Link: 

 

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Action Item

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• Create the Buyer select Visa payment option

• (Gagan’s idea) If the user selects the stepper, the option will be changed. (?!)

• We need a message for users that should inform them that they need to drop off first to get a refund.

  • When use select visa payment, content pops up or Visa choice gets bigger

  • For user changed mind and can go back to a page

• How do the buyer go back to the original page to rechoose the option?

• Create Buyer chose Visa payment option

• Stepper will be changed

• We need a message for users that should inform them that they need to drop off first to get a refund.

 

• How do the buyer go back to the original page to rechoose the option?

 

✅

 

Date: 03/21/2024

Team meeting with Alex and Gagan

Attendees: Alex Rubio, Gagan Singh, Emi Nishida

 

 

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Question, Comment or Design Feedback

Action Item

Implemented
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Review: PD Lead Sync

Date: 04/21/2024

Feedback from Carly

Attendees: Carly Johnson, Emi Nishida

Link: 

 

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Question, Comment or Design Feedback

Action Item

Implemented
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We don’t use radio buttons anymore, instead, OX has a Toggle button group.

 

Ex. Shipping label 

• This is how we should be showing different options first selections rather than showing radio buttons.

• We can add a tag in this component

• We can make it blue/gray option

• We can add blue info

 

• We have a new tooltip (perhaps 'Tourtip' was meant?) above, which could display messages such as 'We launched Store Credit' or 'You can get a coupon.' So we can combine the component with  the tooltip. We can combine the message with the new component.

 

• Avoid using icons as it takes longer process unless DS has specific icon for Store credit

 

• Tooltip has light ball icon with it.

 

Ask DS

• Is there any icon for Store credit? From what they have, ask how we use the icons.

• Ask Elaine how to open her component banner and modal)

 

 

Stepper- currently stepper is across the page. We decided to have only  on Left side. 

 

We now request change to PMs and devs.

• Request the change to PMs-on slack (03.22.24)

• Also need to remind them when all are met at David G meeting

✅

 

Nice to have a dialogue. 

• Make sure with Elane regarding this modal dialogue whether they implemented it

✅

 

Good to have this component 

 

 

Review: Garima

Date: 03/20/2024

Kick off meeting from Garima

Attendees:, Gagan Singh, Garima Akhouri, Katie Locke, Olga safronova, Alex Rubio, Emi Nishida

Unable to attend:  Ben Chen, 

Link: 

 

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Action Item

Implemented
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context

- reviewed the initial mockups for the happy path of the Return with the store credit flow.

-presented recommendations and analyzed competitive information on implementing Store Credit (SC) how competitors are using incentives to users instantly make a repurchase not just giving returning platform

 

 

Return detail

-The buyer has options to put a comment

-Bottom CCM (new) upfront to the buyer knows what they expect in this process VS they know it at the end of the process

-We don’t have the exchanges now (next we implement incentives. The idea is to say the futures/refund/ebay credit/ebay cc + you can also receive $10 if you repurchase within XX days.)

-Select the eBay gift card option – the funds will be available as soon as the item is dropped off, in contrast,  if the user chooses a CC once the funds become available, typically 3-5 days after the refund has been processed. There is a significant difference when the buyer receives a refund and an incentive to immediately come back for another purchase. 

 

 

Garima feedback

• When we are giving the $10 bonus (SC), we add that to the seen in line items. After you see an ebay gift card, POP that option instead of putting the paragraph above that.

• Let's place it within the specified context: 'eBay gift card funds become available as soon as the item is dropped off. Additionally, a $10 bonus credit is applied if used within 24 hours after the item drop-off.’

• Content replaces in individual line items instead of the paragraph above. 

 

Content: When you get your refund in your CC, “3-5 BUSINESS days after the item is delivered” The language should be socialized, not to say “seller” or “buyer” as nobody can take on.

• Contents (Alex)

 

We agreed to have all the reasons upfront. But keep our mind for now on “Should we lead with the option" What would you like to do? How do we want us to make it right?

 

Important for the return reason. Attention to the reason 

 

(gagan:)As this is a totally new process to buyers, we can ask “how can we make it better?” how we make this experience better.

• Upfront option

 

Print-shipping address- delivered

-If user select SCs, the flow need to change a bit

mailing-shipment page but asa the item is dropped out (omit deliver, ship in the middle) it would be just started draped out and refund would be the same day

-Ship to ‘change to the drop off’

• Alter the flow for selecting SC case 

 

Refund (no pending- SC) process immediately

directly Refund the page

 

 

 

Add Steppers

Refund is processing

“You got the refund’ then we removed the stepper. 

With date

The stepper emphasizes the process we have here for SC is “QUICK”

• Add Steppers

  • Start on shipment (DATE)

  • The item being dropped off by…(DATE)

  • The item has dropped off 

  • Expect the refunded ( a couple of hours after item is reviewed) on the SAME DAY

 

 

(Garima) No need for Status tracking  

(Gagan) There is a stepper on refund page

• (Gagan) Create a mock comparing reg flow to SC flow

 

 

Next step

On the 2nd screen- (showing options), create 2 options

1. without incentive -highlight ebay cc exp.  How do you make it compelling? Can we highlight the number or highlight the fastest? 

• Ex. Amazon shows and only gives you primary GC+link- The regular CC refund ex is completely different.

• Highlight the option “ Fastest”

2. Ready to have incentives- giving you $10. How do we make the $10 more visible? Do you prefer getting eBay GC? Or you get a $10 gift card? This will be an Incentive to get SC rather than refunding CC.

 

 

 

On the last page

We are getting SC, buyer are getting a Coupon ($10 extra incentive), highlight that you have Show timer or something that the user need to go repurchase within 24 hours

 

 

This is foundational work

Make it aspiration , Make it awesome!

This is bringing SC to life 

What does this look like on eBay?

 

 

 

Review: Garima Alignment

Date: 02/19/2024

Pre- alignment for next Garima meeting

Attendees:, Gagan Singh, Emi Nishida

Unable to attend:  Ben Chen, Carly Johnson

Link: 

 

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Question,Comment or Design Feedback

Action Item

Implemented
✅

summarize

Concept mock for Return happy path flow started.

•  

 

 

 

Review: Garima Kickoff

Date: 02/14/2024

Kick off meeting from Garima

Attendees: Garima Akhouri, Katie Locke, Gagan Singh, Emi Nishida

Unable to attend:  Ben Chen, Carly Johnson

Link: 

 

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Question, Comment or Design Feedback

Action Item

Implemented
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summarize

Garima shared the research readouts and high level thinking we've done on this so far.

• Garima will create the user story tickets next week.

 

 

What do we want to achieve?

 

What other options does it look like if we offer store credit instead of refunds?

 

-Is it the common thing to expect in the marketplace?

 

Need a quantitative research this flow- figure out how we want to vet it for other stakeholders　

      

 

The idea behind this is basically to save the sale.

 

Certain item (Ex: Cancellation) that we have to refund, 

 

ex Seller doesn’t have the red t-shirts anymore but the gray ones.or have this size but don’t have the other size.  

 

-Currently, the only option we have is to facilitate the cancellation and give the entire payment back to the buyer and give the fee credits back to the seller which is eBay’s revenue on that sale.

 

-We can reside with people when the buyer comes back and buys another t-shirt on Ebay. eBay does nothing to incentify the buyer to come back. 

By industrial report, 92 % of buyers actually buy again if your return experience and the offer of store credit experience is right. (There is a huge opportunity)

 

We don’t want to force any store credit yet. We want to offer store credits

 

We find any use cases that completely make sense for us to give a store credit. Ex. If eBay, ex:going through RETURNs and seller doesn’t want to return and buyer escalated the return to GCX and GCX couldn’t find there is no fault between them but find eBays fault. All we want is to protect the seller. In this case, ebay will refund or shell out the money.. It will close from email or ebay makes it the right budget.

 

We aim to make any email payouts that we need to the buyer that are going to be store credits.

 

As a courtesy, users are going to see the SC, and the courtesy has to be refused on eBay.

 

           

 

We need to make sure how to increase the SC option.

 

RETURN, INR, CANCELLATION– people would have opportunities from a cancellation stand point, -if the seller is out of stock, can we give the buyer SC that they can receive the value of SC (as compensation)? It should be instant access to funds.

 

-consider: You get your item now, and few other things that you can buy right now with these funds.

 

During the refund experience-when we give them the offer, we have to prove the value proposition to this.

 

-we inform them that if they choose this fund, it will be immediate. However, if they select a refund to the original payment method, it should take 7 to 10 business days.

 

Ref: research doc. (.pdf) +mocks

 

• We need to find the use cases and rewards to consider.--lots of opportunities to offer SC and to see how buyers respond

 

2 kinds of offers (2 use cases) that buyer may get SC offer vs refunds

 

1.Buyer is present

 

RETURN

When the buyer returning an item and creating the return in system

→write reason and anything was asked for 

 

-we used to have one page to request to replace the item or refund. We don’t have this page anymore but we can bring this page back. We ask if the buyer wants SC or a refund in your bank account. 

 

Once the user chooses SC, then she goes through the return and you receive it as credit.  It is supposed to be the buyer ship out as soon as they submit the return.

 

The buyer receive SC and has instant access to the funds

 

-there are some issues. What if they don’t send the item back? But the SC is already getting to the hub

 

How should we solve this?

 

CANCEL/ INR

 

Cancel item →get SC right away. This is how we sell the value selecting 

to selecting credit as oppose to the refund

 

INR

Same. value: “Buy other item now”

 

—------

There is another component to it.

What happens if you don’t ship the item back?

In INR, you receive the original item later on, and you have 2 items. We expect one item back? Or Do we deduct the charge again for the second item?

 

There are options depending on how sophisticated the payment solution is. -Garima is working with the Payment team.

 

This is digital credit not a gift card 

 

eBay balance

Capabilities (buyers)

1.We added to issue a refund as SC

2. to claw back the SC or funds which is going to be an essentially charging the buyer again

3. When we use SC as a way to make it right for you to ease the pain- , Cancellation that is not your fault , we give your money back or SC, as incentive.

 

There are different reason to use the store credit

 

4. Seller initiate Cancel- stock out valid use case

They suddenly get a notification for cancellation, here is the refund. How do we get the option from the buyer (buyer’s preferences)?

• One way is.. give us the credit putting the funds out. Store value, always value ebay account funds from there.

 

Buyer initiates cancel- doesn’t want this item any more, and wants SC or not? 

 

• Create high level mocks/ flows

We start 

•seller initiate and buyer initiate CANCELATION, 

•INR experience

•Buyer initiated Return

•Go to see credits

 

Strategy standpoint

 

• Garima will have a Strategy Discovery deck from a payment strategy standpoint

• Garima will put all in one place then we can share in a folder

 

• Bring research findings- anything from payment strategy -with visual mocks

 

Q&A

The seller will get  the item back in return- eBay keeps the money→should eBay get the money back from the seller? Is that the credit?

      

1.Simplest use case: The buyer ship the item back- the seller issue the refund and we take the refund money and move it out the buyer’s account 

 

In the new case, we can issue the refund, we  get  the money from the seller and put it in the buyer’s bank account or we put it in the ebay account. So ebay controls it.

 

2.Other (adv) use case of this would be - we decide to give the money to the buyer and we are willing to take the risk on the seller's side. Why do we have to wait for the refund to come in? We have some walkers that we are doing in each one to test out even without SC. We are testing faster refunds to buyers.

 

As soon as the buyer ships the item and we get the exit scan, we should give the buyer the refund. So give you the refund or SC, then they can buy right then, instead of the seller can issue the refund at their own pace, and they keep the money.

 

If they don’t take it as an email, you may lose.

 

• We create it and socializing it in Q2 

 

eBay bucks

 

Store value

 

 

 

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Action Item

Implemented
✅