Addressing Transaction Errors and Maintaining Customer Trust in Financial Platforms

The State Changers discussed dealing with mistakes in transactions and how to communicate these with users. They primarily focused on the scenario of data errors from third-party feeds, considering it from the perspectives of both backend operations and frontend user experience. A key concern was the management of user expectation and maintaining their trust, especially given the potential consequences such mistakes could have on the user's financial status.

One participant advised being above board, transparent, and prepared to acknowledge and rectify mistakes visibly to retain customer trust. He advocated operating at both "transaction level" and "relationship level", arguing that while individual transactions might involve losses, maintaining a positive long-term relationship with users can ensure overall success. The group consensus was to have private notes for internal use and client notes that explain any issues or mistakes to the user in a transparent manner. They showed a preference for a policy of amending erroneous transactions and pointing to the terms of service to defend actions while ensuring users are treated fairly and transparently. An interesting solution offered involved setting a budget to allow users to undo transactions, serving as a strategy to maintain a good reputation and reduce potential disputes. The session also touched briefly on experiences with CodeMentor, a platform offering micro consulting services. The participants didn't mention any of the keywords: "Xano", "WeWeb", "FlutterFlow", "Zapier", "Make", "Integromat", "Outseta", "Retool", "Bubble", "Adalo", "AppGyver", "AppSheet", "Comnoco", "Fastgen", "Firebase", "Google", "OAuth", "Stripe", "Twilio", "Airtable", "DraftBit", "Javascript", "Typescript", "React", "Vue.js", "JSX", "HTML", "CSS", "lambda", "serverless", "State Change", "ScriptTag", "OpenAI", "AI21".

(Source: Office Hours 5/11 )

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