Chargebacks
About
QuickBooks, owned by Intuit, serves over 7 million businesses worldwide and holds more than 62% of the SMB accounting software market, on a mission to power prosperity around the world.
The problem
QuickBooks' chargeback resolution experience is the leading driver of negative CES feedback, accounting for 49% of low scores and creating significant financial and operational burden for small business owners.
The Resolution Center falls short through unreliable document uploads, inaccurate timelines, no mechanism to accept a chargeback, and insufficient guidance, leaving merchants without the support they need to navigate an already stressful process.
Results
Redesigned the end-to-end chargeback experience introducing a new document upload widget, clear confirmation of submitted documentation, the ability to add additional supporting files, and an AI-powered experience to draft explanation messages.
50%
Reduction in negative CES
90%+
Merchant adoption of the AI explanation feature
87%+
Chargebacks email open rate
Final designs and solutions
Add screens and narrative for the chargebacks resolution flow: intake, evidence, and status. Replace placeholder images below with final exports when ready.
Merchants can now drag and drop multiple files, preview documents before submission, and delete uploads, giving them full control over what they send.
AI surfaces relevant documents already in the merchant's QuickBooks profile, such as specific transactions, and recommends them for upload, eliminating the need to manually search and attach supporting files.
Merchants can now submit stronger cases by using AI to auto-draft a tailored explanation, then fine-tune the tone and messaging to match their voice before submitting.