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View 17 of View 2 of Topics 12
Name
Topic
Notes
Resolution/Action
Resolved?
Failed Payment Email Drip
Scope of the issue: (
analysis link
⁠
)
~175 Failed Payments a month
Grew by 28% from Q3 to Q4 2023
Only 50% resolved

Top Drivers:
Card Declines + Insufficient Funds make up ~2/3rds of all declines

Potential Solutions:
Short Term
Create Looms on how to update credit cards in app, Shop Pay, Google Pay for Help Center
Create SOPs and macros for the CSAs to troubleshoot failed payment reasons
Update email design from Seal (scope TBD)
Medium Term
Manual script to pull failed payments for a email drip campaign

Long Term
Automatic script that pulls failed payments and updates lists.
Eng / Prod team to come back to talk through the amount of effort for Medium and Long term
⁠
@Matt Schwartz
⁠
to help with the following this week:
Create Looms
Create SOPs and Macros
⁠
@Matt Schwartz
⁠
to look into how to change email outbound and potential inbound emails
Updating members subscriptions (old → new) on their behalf - impact to Terms of Service?
It dawned on me that having CSAs update memberships from old 3/6 months to new 12 months may not be wise as we need the members to accept the new terms of service. Should we only allow this to be updated by the member in their App (and of course have CSAs provide clear instructions on how to do so).
Existing customers do not need to accept the latest TOS (
@Melanie Goldey
⁠
confirming with Steve)
Only offer existing membership types and NOT offering older versions
We are NOT going to ask the customer to do it themselves.
Readout of all in progress Unbundling fixes
:white_check_mark:
⁠
The "happy path" appears to be working - we had a customer go through the complete flow of checkout, view order summary without completing account setup, they then got the email prompting them to complete their account creation 5 minutes later which they opened. Either through that link or another they completed account set up and verification.
⁠
:white_check_mark:
⁠
The "CANCELED" user purchases a new subscription - we saw a previously canceled member come back for a supplements only subscription, this appears to be working as expected
⁠
:cry:
⁠
The "UPDATE" scenario - users try to update an existing subscription and create a malformed one due to the seal bug, we're attempting to mitigate this adding in a delay however we still have no process for identifying these scenarios if they do occur
⁠
:cry:
⁠
There is a very "unhappy" path - users after completing their purchase simply just close the tab / browser and don't wait the 3-5 second for the order confirmation screen - this produces members without an account at all - we have no current solution for this and will have to build something ASAP to support
⁠
:cry:
⁠
The "PAUSED" user purchases a duplicate subscription - we don't really have a solution for this either
⁠
:cry:
⁠
Duplicate emails for account updates - we discovered to today that the feature to send email confirmations for account updates sends a duplicate
👷 TBD on Supplement Bundle Discount Flow Design
Bullet 4: Seal believes they have solved the solution.
@Nick Nathan
⁠
is double checking their work.
Bullet 5:
New Cadence
We are now traveling on 2/5, did you want to shift the date?
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