Seller Verification & Failed Order Reduction

Overview

I led the redesign of seller verification and post-purchase checks to tackle failed orders, fraud and order cancellations.

Role

Product & Growth, Laced

Highlights

• I led the redesign of seller verification and post-purchase checks to tackle failed orders, fraud and order cancellations.
• I mapped failure points end to end, rebuilt verification logic, clarified user requirements and tightened operational workflows. I designed clearer UX for ID checks, seller credibility signals and dispute escalation.
• Failed orders dropped significantly, recovering around £450k in annual revenue and improving trust across the marketplace.

What I Delivered

I mapped failure points end to end, rebuilt verification logic, clarified user requirements and tightened operational workflows. I designed clearer UX for ID checks, seller credibility signals and dispute escalation.

Impact

Failed orders dropped significantly, recovering around £450k in annual revenue and improving trust across the marketplace.