Case Document 193-12 Filed 01/24/19 Page 1 of 2

EXHIBIT 

Case Document 193-12 Filed 01/24/19 Page 2 of 2

Given that we already have a dispute link From the receipt, I'm not sure what impact having
the link in the email will be, but iF we were to put a link there I?d want it to be
consistent with the online receipt, which is diFFerent From all three links you list here.
I'm hesitant to add 3 links that all lead into diFFerent stages 0F Lombard.

Finally, I think that a more important task is to Figure out how many users are attempting to
contact us through Lombard but don?t make it to TPS. IF the number is very small then we
should prioritize this task and other similar tasks (such as jewel notiFications who've made
orders we predict will be likely to charge back). ihat?s why I created task 828767. We know
that only 2% OF users who chargeback make it to TPS but I don*t think we know why yet. All
the data is available to answer this question we just need to do it.

Until we resolve the above issues I don't think this is a high pri task so I'm downgrading
For now. Let me know iF you have thoughts are can help with the above issues.

Alexander Strehl at 7:55pm on December 2nd
changed the priority to "mid?pri".

Alexander Strehl at 7:58pm on December 2nd
changed the subscribers. Added: Elizabeth Williges.

Joseph Filip at 8:66am on December 5th those are good points Alex, the reason For the three
links was to address the key issues that we had identiFied as being root causes For people
charging back.

There is another part oF this though. IF you are not logged into Facebook and click on the
"View Receipt Online" it directs you to a general page that doesn't have a clear path to
dispute with us: 

There is a link about 3 or 4 questions in but I think it is an awFul user experience For a
user who thought they were getting a receipt or wants to dispute a purchase with us.

I know there are lots of other questions and projects to work on around this but I still
think this is an important addition to our process.

Brad Ferry at 12:41pm on December 5th
changed the subscribers. Added: Bill Richardson.

Brad Ferry - at 12:43pm on December 5th

I know that this might be topic For this speciFic thread) but does relate to the
overall discussion around receipts. It appears that only 56% 0F users are currently
receiving email receipts. See task: 
For more detail.

Joseph Filip at 2:11pm on December 6th 8.8% 0F users who charged back in November entered a
Lombard queue, this is consistent with our normal Lombard enter/submit rates across the
board.

CONFIDENTEAL