Few customers are unable to do refund on the Shopee Platform. How would you go about finding the right cause?
211 views
211 views
211 views
Access expert answers by becoming a member
You'll get access to over 3,000 product manager interview questions and answers
Recommended by over 100k members
PM
Me: What does the Shopee platform do?- It is the platform for the buyer to buy and the seller to sell the product.
Goal- Figure out why refunds can't be processed by some customers.
Customer journey of Refund
1. Has the refund process recently changed?
Affected Customers:
1. Is the affected refund process cash or digital?
2. If Digital, any affected particular payment type- Credit card / Debit card/ UPI/ Netbanking?
If above questions don't give answers, then we can proceed with the below:
Basic Questions:
1. Is it a new problem or a recurring problem?
2. Ongoing issue or a one-time issue?
3. Specific Platform issue - Web or Mobile?
4. If Mobile issue, which OS- IOS / Android?
5. Specific Region issue- Geo / State?
6. Is any metric affected by this?
Summarise the product and points 1,2,3,4,5,6 and move to internal and external factors
Internal factors
1. Is it a Server/Backend issue?
2. Is it a Usability issue?
3. DDOS / Security attack?
4. Any other relational KPI drop?
External factors
1. RBI regulations if any in terms of day limit or transaction limit.
Summarise the product with the realised problem.
Get unlimited access for $12/month
Get access to 2,346 pm interview questions and answers to give yourself a strong edge against other candidates that are interviewing for the same position
Get access to over 238 hours of video material containing an interview prep course, recorded mock interviews by expert PMs, group practice sessions, and QAs with expert PMs
Boost your confidence in PM interviews by attending peer to peer mock interview practices, group practices, and QA sessions with expert PMs
Get unlimited access for $12/month
Get access to 2,346 pm interview questions and answers to give yourself a strong edge against other candidates that are interviewing for the same position
Get access to over 238 hours of video material containing an interview prep course, recorded mock interviews by expert PMs, group practice sessions, and QAs with expert PMs
Boost your confidence in PM interviews by attending peer to peer mock interview practices, group practices, and QA sessions with expert PMs
Top Problem Solving interview questions
- A metric for a video streaming service dropped by 80%. What do you do?50 answers | 135k views
- You launched a new signup flow to encourage new users to add more profile information. A/B test results indicate that the % of people that added more information increased by 8%. However, 7 day retention decreased by 2%. What do you do?29 answers | 28.8k views
- Drivers are dropping out of a city on Lyft. How do you figure out what's going on?23 answers | 18.8k views
- See Problem Solving PM Interview Questions
Top Problem Solving interview questions
- Your new feature boosts Amazon Search by 10%, adds 2s to load time. What do you do?19 answers | 36k views
- There is a 15% drop in the open rate of Instagram App. You are the PM. Tell us what could have happened.11 answers | 10.1k views
- There is a data point that indicates that there are more Uber drop-offs at the airport than pick-ups from the airport. Why is this the case and what would you do within the product to change that?10 answers | 22k views
- See Problem Solving PM Interview Questions
