Users Don't Know They Must Accept Dispute Resolutions

[jjeffryes]

Some users aren't realizing they need to do something to accept a dispute resolution. The fact they need to take action should be made more noticeable in some way.

This may be a larger issue with notifications, where notifications that need action to be taken in transactions are marked as read by just opening the list, where it might be better if they didn't clear until action was taken on them.

[rmisio]

Is this being reported often by many users?

Otherwise, I think this is another situation where it takes some time to learn the nuances of a system and we shouldn't complicate the code-base / UI to hand-hold every little thing. IMHO, it's pretty clear on the order detail overlay that a decision was made (there's a whole new payout section) and it has a clear CTA. If the user is expecting a case to be resolved, I would imagine they would go to the order detail overlay to check on it (if they missed the notification).

[jjeffryes]

It's been reported a few times, evidently people don't know they need to open the order details again (or maybe at all), so they never see anything in there.

[morebrownies]

This may be a larger issue with notifications, where notifications that need action to be taken in transactions are marked as read by just opening the list, where it might be better if they didn't clear until action was taken on them.

Can't think of any notification system that works that way.

Instead of changing notifications to not match user expectations, I would suggest we trigger "follow up" notifications when needed. For example, if a user received a notification that requires them to take action, but they haven't for X days, then trigger a new notification, something like:

Reminder: Order #2822 is waiting on your input

Seems like more of a sever task imo.

[morebrownies]

The reminder notification could continue indefinitely until an action is made, or until the 45 days runs out and the funds auto release.