Notes from the support queue.
What we learn from reading thousands of runs, written by the people who read them.
Maya Osei
Why our agent stops at $100
A refund limit is not a lack of trust. It is the line where a person wants to look.
Ines Park
Reading a trace in thirty seconds
Where to look first, and the two shapes that mean something went wrong.
Tom Achterberg
“Where is my order” is a design problem
Customers don't want a tracking link. They want a day.
Maya Osei
What a refund policy needs to say for an agent to follow it
Five sentences most policies are missing.