Stand-in Tab

Delighting users by standing-in for them when a payment goes awry.

Goal:

Offer a seamless standIn transaction model that stops erstwhie transactions from failing and causing inconvenience to our users while impacting our business.

What's a standin tab?

PayPal pays the merchants on the behalf of the users in certain cases when their payment fails. We continue to try and process the payment for 15 days while their purchases and orders are completed seamlessly.

Key use cases

External network/issuer outage:
External processor outage
Intermittent issues
Internal system down/outage
Latency based issues
Strategic merchant experience

How it works?

Instant recording of transaction
Merchant gets the fund instantly
Instant notifications to merchants or partners
Support trailing activities like capture, refund, reversal, void etc.,
Fund Recovery from customers beyond 24 hours.

Complete lifecycle of a stand-in transaction

My content strategy:

I wanted my content suggestions to be wary of the following:

Users would be anxious about their order status
They would be confused about their payment status
Be transparent about what's happening without encouraging fraud (telling users we paid on their behalf upfront could spike the frauds and lead to us losing a few good customers)
Use simple language that doesn't need to get technical
Delight the users when the recovery has failed after 15 days and tell them that it's our way of thanking them for being a great customer

What happens if we've paid for the users and they seek a refund?