W45 - Further Discussion on B2B Quality and Experience Issues

Recently two product teams raised issues about the B-side checkout. While communicating and investigating, it prompted me to reflect more broadly on long-term quality and experience concerns for B2B payments.

The first was feedback from Kuaidlv about the B-side checkout experience. We specifically aligned with Kuaidlv’s product and engineering colleagues to discuss the collected bad cases and to reconcile both sides’ needs and constraints.

The second was a restaurant SaaS report about SDK errors in the checkout. Because the SDK is outdated, its quality monitoring has long been weak, which ultimately made troubleshooting difficult. Given the library’s wide impact and generally stable operation, we have been cautious about making changes to this SDK.

Both issues are essentially higher demands from the product teams, which signals that we are at a different stage of development and must set different internal expectations to adequately respond to future changes.

Early-stage B2B payments resembled a third-party payment landing page. After nearly a year of iterations, we have largely built a complete payment product with closed loops for accounts, funds, and traffic.

Looking ahead, Kuaidlv and Youxuan are the most likely teams to scale volume. Before order volumes surge, we need to prepare proactively around experience and quality.

Kuaidlv is a unique B2B scenario that, in terms of workflow, resembles a consumer-side buyer market, so expectations for the checkout experience are natural. Next steps require separate short-term and long-term experience plans addressing current problems: the short term will focus on offline and shark-related efforts, while the long term will leverage Neo’s成果 and serve as a Neo platform pilot on the B-side. We are currently in the information-gathering and stakeholder-communication phase.

Quality is the checkout’s first-principles issue. So far we’ve invested mainly in quality assurance and monitoring for the checkout homepage; investment in SDKs and contracted payments has been far from sufficient. Practically, the frontend cannot compute SLA as a technical metric, and we lack cross-project, full-chain monitoring of payment flows—these are priorities that must be implemented next.