Long story short, we’re growing bigger and we want to make changes. We also want to improve the user experience. Our main target in this discussion will be ticket management. Here is what is on our mind:
Kill the notifications.
By kill I mean severely limit them to a must need. This is mainly aimed at the informational post the checkout bot posts. We will try to disable the notifications from it in the upcoming days/weeks.
Limit staff responses.
No more countdowns, no more over-aggressive updates. We plan to eliminate things such as:
- Asking users for an update.
- Thanking users for updates.
- Letting users know if the payment has posted.
- Checking up on services.
- Weekend updates.
- And everything else that may seem annoying.
Basically, we want to step back and let users handle the things they are capable of handling. We’re an escrow service, and we shouldn’t be the proverbial cop in every exchange of responses. It’s in the seller’s best interest to take care of his buyers, and we aim only to interfere when we’re actually asked, or when problematic situations arise (terms weren’t met/disputes/problems/passed deadlines). Buyers should also respect the seller’s time and act accordingly. This plan is still a rough draft, but we plan to implement it via stronger and clearer rules for buyers/sellers, retraining ourselves, and educating current members that things are changing.
To recap, if (for example) we say “we will update you when the payment arrives” then we will truly do that, and not spam tickets with daily “nope, not yet” responses.
Mandatory 24 hour grace period on EVERYTHING.
Most problems arise within the first 24-48 hours. We were thinking about going site-wide with a mandatory grace period on everything except YouTube transfers since they require a 7-day wait anyway. This will save a lot of headaches for everyone, lower the need to re-open tickets and make sure that everything sold on SWAPD is as advertised.
We have other plans in mind that we’re not willing to share yet, but we would love your input on how we can improve ticket workflow.
