Confirm order receipt for buyer holds

Minimising fraud worth $440,000 using a pop-up, temporarily disabled button, and some tech magic.

What's buyer confirmation hold?

It's a release channel that's designed for instant fulfillment of transaction funds release. Usually, payments to sellers are put on hold if they don't add their tracking info. This hold is released when the buyer acknowledges the receipt of the items by tapping the “Confirm receipt” button on the transaction details page.

Challenges:

The sellers were reaching out to the buyers and asking them to acknowledge the receipt of the order immediately after the purchase. This was leading to fraud. We wanted to reduce this fraud while not hampering the experience for all our users.
I had to work with new stakeholders like Compliance and Risk teams. My PO and designer sat this one out as it was all about content.

Role I played: Lead content designer

Stakeholders: Product owner, Risk, Compliance, and Legal teams.

Our solution:

We postponed the “Confirm receipt” button for 48 hours.
For legit transactions, buyers usually wait and check the purchase before acknowledging the receipt. This takes 2.3 days on average. Whereas, it's usually confirmed within several hours for fraud and abuse cases. Thus, postponing the button could reduce fraud abuse as it'd stop the immediate release and exit. Meanwhile, the most legit transactions won’t be impacted as this 48-hour time frame fits their behavior pattern.
Introduce a confirmation pop-up copy that'd remind buyers to check the receipt and satisfaction. The confirmation email would act as a double confirmation.
A New R&P policy was introduced to deny claims of abuse cases. The ongoing seller risk action data about ongoing disputes and claims were shared with the R&P team so that they could deny the abuse of 'items not received' cases after the users had confirmed the receipt.

Navigating the compliance and legal minefield:

Since this program was driven by R&P and compliance, they were proposing using a harsh tone that would deter users from confirming the receipt.
To persuade them to do right by the genuine users, I asked for data about fraud and how many % of the users were committing frauds?
The data showed that 98% of the users confirming the receipts were genuine buyers. It became easier to use the data to sell a more user-friendly message.

Our impact:

We prevented a $511,000 net loss reduction on buyer confirmation
$70,000 of net loss recovered was shifted to covering the expense of tracking and order status.
The overall reduction in the net loss was $0.44 million per month.