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Hey there, I am another team member at UpUp. Thanks for your comment and questions! Negatively affecting conversion was a major concern for us. Our experience t

Hey there, I am another team member at UpUp. Thanks for your comment and questions! Negatively affecting conversion was a major concern for us. Our experience thus far is that there has been no drop off for legitimate customers. We’ve found that customers understand that fraud is a genuine concern for all businesses, and that verification is also for consumer protection. Additionally, we are sending the verification after the customer has checked out (typically when the order is held due to a fraud flag). It is true that the higher the value of the transaction the more important it is. We tried to be thoughtful about balancing security vs friction.

clairity 6y ago
as an aside, i get a little weary of "corporate support voice" as you exhibit here, when representing a company, including the initial "thanks!" and "restating the problem" multiple times so the customer feels (accurately) heard. you could have just said, "We haven't seen drop offs in conversion so far, mainly because we verify after checkout, not before.", which answers the question more directly and succinctly. no offense to you of course. it's better to get an overly verbose, but still informative, response than none. and the product looks genuinely useful to online businesses.
- Adams472 6y ago
  Fair point. We genuinely appreciate the comments and find a lot of value in the feedback.
  - clairity 6y ago
    no worries, programmed customer support is a little niggle of mine†, so i'm a little sensitive to it. =) it can trigger defensiveness, disdain, or even mischievous inquest rather than the desired complicity. being straightforward is a simpler and safer strategy. † such programming is indicative of coercive business processes, which typically extends to communication with customers to avoid liability due to that coerciveness

clairity 6y ago

as an aside, i get a little weary of "corporate support voice" as you exhibit here, when representing a company, including the initial "thanks!" and "restating the problem" multiple times so the customer feels (accurately) heard. you could have just said, "We haven't seen drop offs in conversion so far, mainly because we verify after checkout, not before.", which answers the question more directly and succinctly. no offense to you of course. it's better to get an overly verbose, but still informative, response than none. and the product looks genuinely useful to online businesses.

Adams472 6y ago
Fair point. We genuinely appreciate the comments and find a lot of value in the feedback.
- clairity 6y ago
  no worries, programmed customer support is a little niggle of mine†, so i'm a little sensitive to it. =) it can trigger defensiveness, disdain, or even mischievous inquest rather than the desired complicity. being straightforward is a simpler and safer strategy. † such programming is indicative of coercive business processes, which typically extends to communication with customers to avoid liability due to that coerciveness