Why has Qonto's international transfer service experienced a 15% increase in failed transactions during the past two weeks?

Introduction

Qonto's international transfer service has experienced a 15% increase in failed transactions over the past two weeks, signaling a critical issue that demands immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any recent update to the international transfer service or related systems?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was a recent update. Impact on approach: If yes, we'd focus on the changes made; if no, we'd look at external factors or gradual degradation.

• Considering the specificity of the increase, I'm wondering about the distribution. Is this 15% increase uniform across all user segments and transfer types?

Why it matters: Helps identify if the issue is systemic or specific to certain users or transfer types. Expected answer: The increase varies across segments. Impact on approach: If uniform, we'd look at core system issues; if varied, we'd investigate specific segments or transfer types.

• Given the nature of international transfers, I'm curious about geographical patterns. Are there specific countries or regions where the failure rate has increased more significantly?

Why it matters: Could indicate issues with specific banking partners or regional regulations. Expected answer: Some regions are more affected than others. Impact on approach: If regional, we'd focus on those specific areas and their unique characteristics.

• Thinking about the user experience, I'm interested in the error messages. What specific error messages or codes are users receiving when these transactions fail?

Why it matters: Different error codes can point to different root causes. Expected answer: A mix of error codes, with some being more prevalent. Impact on approach: We'd prioritize investigating the most common error codes first.