Enabling High-Value Payment Instruments

Introduction

I led a series of initiatives to expand support for new payment instruments (PIs) across Microsoft 365 Consumer Checkout funnels. These projects spanned compliance-driven requirements, LTV-based prioritization, and high-complexity engineering efforts.

My work focused on:

  • Enabling government-mandated PIs (e.g. RuPay in India)
  • Prioritizing PIs with higher retention and LTV
  • Launching support for PayPal in complex checkout environments

Payment Instrument Support Matters

Improving PI support contributes to:

  • Higher Conversion Rates – By meeting local payment preferences
  • Lower Churn – Certain PIs (like e-wallets) result in fewer failed renewals
  • Regulatory Compliance – Ensures we can continue operating in key markets

E-wallets in particular tend to correlate with higher LTV, as they’re used across multiple services and users are more likely to maintain valid payment credentials.

PayPal Support in OOBE Checkout

Phase 1: Enabled PayPal for users who had previously added it to their Microsoft account via another funnel (e.g., Xbox, prior subscription purchase).

Phase 2: Allowed new PayPal additions in OOBE:

  • Implemented secure authentication using QR code flow due to iframe/browser limitations.
  • Worked closely with PayPal to manage off-ramps, two-factor flows, and regulatory requirements.

Impact:

  • Significantly improved coverage of a high-performing PI in a critical acquisition funnel.
  • Demonstrated success in collaborating with multiple internal and external teams.

Compliance: RuPay Support in India

  • Enabled RuPay as part of compliance work in India.
  • Worked across legal, payments, and engineering to integrate the instrument in a short window.
  • Balanced compliance obligations with user-centric checkout principles.

Reflections

  • Broadened access to Microsoft 365 by enabling more customers to pay how they prefer
  • Strengthened subscription durability by prioritizing PIs with lower payment failure rates
  • Delivered high-stakes projects under tight compliance timelines
  • Gained deep experience in managing multi-team, multi-market releases at scale

Specific business impact is confidential, but these efforts contributed to both increased LTV and improved conversion in targeted markets.

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