Revamping the Resolution Center

Some years back, PayPal struck a deal with Discover to make a bigger move into the brick and mortar space. 

The Risk group wanted to update the Resolution Center so it could align with the dispute process for credit card companies.

The Resolution Center had been limping along with reason codes that were too limited ("Item not received" and "Not as Described" weren't enough).

 

We did research and user testing to work through a complicated issue reporting flow. It ended up being too complicated, based on the requirements from the Risk group, so our project got shelved. Years later, I'm disappointed to see PayPal has still not updated its Resolution Center, and it's still a sore spot with customers. : /