Why has the average resolution time for cases in Signifyd's Chargeback Recovery product increased by 30% this quarter?

Introduction

The increase in average resolution time for Signifyd's Chargeback Recovery product cases by 30% this quarter is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and business.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product mechanics, metrics, and potential internal causes. My goal is to provide a comprehensive analysis that leads to actionable insights and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been any significant change in case volume or complexity compared to the same quarter last year?

Why it matters: Seasonal trends could explain the increase and affect our solution approach. Expected answer: Case volume and complexity are relatively consistent with last year. Impact on approach: If consistent, we'll focus more on internal factors.

• Considering potential system changes, have there been any recent updates to the Chargeback Recovery product or related systems in the past quarter?

Why it matters: Recent changes could directly impact resolution times. Expected answer: A minor update was rolled out to the case management system. Impact on approach: If confirmed, we'll investigate the update's impact on workflow efficiency.

• Thinking about team dynamics, has there been any significant change in the team handling these cases, such as new hires or departures?

Why it matters: Changes in team composition could affect overall efficiency. Expected answer: The team has remained stable with minimal turnover. Impact on approach: If stable, we'll focus more on process and technology factors.

• Considering customer behavior, have you noticed any shift in the types of chargebacks being disputed or the industries they're coming from?

Why it matters: Changes in case types could require different handling, affecting resolution times. Expected answer: There's been a slight increase in complex cases from the e-commerce sector. Impact on approach: If confirmed, we'll analyze how these cases differ and why they might take longer to resolve.

• Focusing on measurement accuracy, has there been any change in how resolution time is calculated or tracked in the system?

Why it matters: Ensures we're comparing apples to apples and not dealing with a data anomaly. Expected answer: No changes to the calculation method or tracking system. Impact on approach: If confirmed, we can rule out measurement issues and focus on actual performance factors.