What's causing the sudden increase in failed ACH transfers for Brex Empower customers?

Introduction

The sudden increase in failed ACH transfers for Brex Empower customers is a critical issue that demands immediate attention. This problem directly impacts our customers' ability to manage their finances effectively, potentially eroding trust in our platform. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden nature of the increase, I'm wondering about recent changes. Have there been any significant updates to our ACH transfer system or related infrastructure in the past week?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: Yes, a minor update was pushed last week. Impact on approach: If confirmed, I'd prioritize investigating that update.

• Considering user segments, I'm curious if this issue is widespread. Are we seeing this increase across all customer types, or is it concentrated in specific segments?

Why it matters: Segmentation helps narrow down potential causes. Expected answer: The issue seems more prevalent among high-volume users. Impact on approach: I'd focus on investigating factors specific to high-volume transactions.

• Thinking about external factors, has there been any change in our banking partners' systems or policies recently?

Why it matters: External changes can significantly impact our service. Expected answer: No known changes from our banking partners. Impact on approach: If confirmed, I'd shift focus to internal factors.

• Regarding the timeline, when exactly did we start noticing this increase in failed transfers?

Why it matters: The timing could correlate with specific events or changes. Expected answer: The issue was first noticed three days ago. Impact on approach: I'd investigate events or changes that occurred shortly before or on that day.

• Considering data integrity, has there been any change in how we're measuring or defining failed ACH transfers?

Why it matters: Ensures we're not dealing with a measurement issue rather than an actual problem. Expected answer: No changes in measurement or definition. Impact on approach: If confirmed, I'd focus on actual performance issues rather than data anomalies.