Risk tools that small businesses can read.

Square's Risk team had three products that protected sellers from chargebacks. They worked. Sellers could not find them, and when they did, they could not read them.

A reserve hold can swing a contractor's monthly cash flow by thousands of dollars. If the seller does not understand why money is being held, the product reads as Square taking from them, even when it is protecting them.

Contracts. The MVP was a Google Doc template account managers emailed out. I worked on the redesign that turned a doc workflow into a native product: templates, sale-level attachment, and a clear evidence trail at dispute time.

Reserves. The existing dashboard buried the one number sellers needed, what is available right now, under historical context. We rebuilt the surface around that number and pushed everything else into supporting hierarchy.

Tiered Reserves. Rolling thresholds and time-based hold rates are not glanceable by default. I worked with content design to translate the policy into a single sentence the seller sees first, with the mechanics one tap away.

Clarity everywhere. Hierarchy and scannable layouts across all three, plus the emails and help content that go out with a hold, written with the content team so a seller never meets a reserve without an explanation.

Three products shipped across the risk suite. User satisfaction up roughly 18 percent; average seller risk score down roughly 4.5 percent. The Reserves surface became the team's reference for how to communicate held funds.