Cashgram is a feature designed to improve the payout process by collecting recipient payment details, such as bank account information, to facilitate refund payments efficiently.
To enhance the Cashgram experience, design efforts were focused on repurposing existing APIs and simplifying the payout flow. Collaborating with various teams, we identified an opportunity to use an internal verification API to streamline the process and reduce wait times for both merchants and customers.
Problem
30% of Cashgram links (SMS and messages sent to customers to fill in account details to get refunds) were not reverted, causing refund delays. Merchants had to send multiple reminders, increasing their workload. The challenge was to make payout links more efficient, ensuring faster payments and reducing the stress for merchants with fewer manual interventions.
Outcome
🎉 90% of cashgram links and cases of refunds were getting closed. The average lead time required in closing refunds reduced significantly to about 5 days from 33 days.
