Case studies

Problem

Payment-ops teams reconcile across three inconsistent sources: internal orders, gateway exports and bank settlement reports. When numbers don't match, it's unclear whether an exception is real or just a schema mismatch, who owns it, and when it's due. The workflow is spreadsheet-based, with no accountability.

Approach

• Ingest and normalize multi-gateway CSVs (Razorpay, Cashfree, PayU, generic) without silently dropping rows.
• Match on order IDs and gateway references, compute net settlement after fees and GST, and flag seven exception types: missing or duplicate captures, missing settlements, amount mismatches, refunds and chargebacks.
• Keep the math rule-based; AI only drafts the investigation notes, and never calculates the settlement numbers or moves money.
• Turn exceptions into org-scoped cases with RBAC, SLA timers and a full audit ledger.

Problem

Hosts faced unstable, unpredictable revenue while guests wanted more flexible cancellation options. That tension eroded trust and hurt conversion on both sides of the marketplace.

Approach

• Designed a tiered insurance layer (AirCover) plus a rewards program to reduce host revenue risk.
• Introduced flexible-cancellation incentives via a credit system to build host–guest trust.
• Prioritized the roadmap with RICE to focus on the biggest opportunities.

Problem

Zepto needed to raise order values and improve a ~45% retention rate without compromising its fast-delivery promise.

Approach

• Analyzed purchase behavior to find levers to move AOV from ₹460 toward ₹600.
• Proposed enhanced product-discovery and engagement mechanics to deepen retention.