Thread by @edwinmasripan

Signs of Good Company.

1. Listen to customer
1. Admit their mistake
2. Implement change

And so CEO of @Delyva_MY called me after my lengthy rant yesterday.

Here are some key points.
(thread)

1. Change in Policy - Credit will Never Expire.

The initial goal was to get customers to finish the credit quickly, which translates to more revenue.

However, introducing the 'stick' without carrots is harmful. Instead, teach customers to sell recurring.

⬆️ Sales = ⬆️ Delivery

2. Refund is Subject to Change.

I was made to understand that it deters abuse in the credit card point system. (ie Top-up and withdraw, collect points.)

While the abuse may be by a few, the majority uses the platform diligently.

Refund will be, case to case basis.

3. Credit Never Expire is a Marketing Hook.

I understand that holding people's cash is worrying and treated as a liability as opposed to profit.

It also proves how much people trust the business.

People let you hold the money because you want them to ...

4. When you don't want to hold Cash, ...

Then offer the "Pay as You Go" option.

While this may be tedious to implement. It's the best option for small-time sellers and individuals that hates handwritten forms.

Finally, thank you for hearing me out. I know I'm not a pleasing person to deal with.

⚡️Listening to complaints,
⚡️Making (reasonable) amends based on feedbacks

... will definitely make any business grow.

All the best @hanifwahid and @Delyva_MY