Traveloka Refund Update

UX Writing • Jan – Feb 2021

Problem

Some of the perks of purchasing a transports ticket at Traveloka are the ability to choose from different payment methods and the option to refund a purchase directly from the app. The refund feature was convenient. Under normal circumstances, users could sit tight and expect their refund to arrive within the approximate time and in their original payment method.

However, during the pandemic, many changes occurred during the refund process — the airline could decide to refund their tickets in the form of travel vouchers, or the overall refund process could take longer than usual due to the volume of requests the provider received — and the user only became aware of these changes as or after they happened. Additionally, PayLater users were confused as they kept receiving their bills despite requesting a refund for their canceled trip.

We found that many PayLater bills were left unpaid, and Customer Service tickets about refunds significantly increased as users asked for more certainty along these lines:

1. It’s already well past the approximate time. When will I receive my refund?

2. How much will I be refunded and in what format?

3. I’m using a few payment methods, which accounts will I be refunded to?

4. Why am I still receiving my PayLater bills?

Solution

• Provide more visible, clear, and specific information about the approximate duration of the refund process, the potential change of refund format, and, for PayLater users, what to do with their PayLater bills in appropriate touchpoints on the Refund Info and Refund Review pages of the refund request form.

• Remind users about the approximate refund process duration and provide updates and the next step in case of delay on the Refund History page.

• Provide access to relevant help center articles.

How I Helped

Role: Senior UX Writer, Project PIC

• Managed the overall design project and stakeholders’ expectations.

• Set up the design project direction.

• Learned about the user’s pain points through observing the user research conducted by the interaction designer.

• Collaborated with the interaction designer to determine the information flow and touchpoints in the refund request form (i.e., Refund Info and Refund Review pages) and the Refund History page, as well as the design guiding principles that helped center our design and copy solutions.

• Wrote clear, specific, and more straightforward product copy, particularly about the potential change of refund method, refund duration, and the PayLater bills payment information.

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