Reverb Wallet
2025
Sellers wanted faster access to their earnings and felt frustrated by seller fees. Since we couldn’t speed up direct deposit or lower fees across the board, we saw an opportunity to rethink payouts. We developed Reverb Wallet: a stored-balance experience that gave sellers instant access to their money, reduced fees for keeping funds on Reverb, and created new opportunities for loyalty and repeat purchases. It also laid the foundation for a centralized place to manage payments, balances, and cards on file.
Role
Senior Product Design Manager
Scope
Vision, strategy, design direction, executive alignment
Impact
MVP launched to 100% of sellers in September 2025
2% of sellers opted in
Early user sentiment is very positive
Created a strong foundation for future testing on incentives
Frequent seller complaints
🤑
Where’s my money?
😡
I don’t like the fees.
Since we don’t have control over how long it takes for direct deposit and there are no plans to reduce seller fees...
... How might we give users instant access to their money while alleviating the pressure of our fees?
Introducing: Reverb Wallet!
Reverb Wallet is the centralized place for all things financial, including your dedicated gear fund.
It empowers the circular economy; encouraging our most active buyers and sellers through reduced fees, effortless payments features, and secure transactions.
Reverb Wallet gives users a dedicated “gear fund” on the platform they already trust to buy and sell gear.
By keeping that money on Reverb, users can hold onto more of it instead of losing it to fees.
By choosing Reverb Wallet instead of a bank payout, sellers can get their earnings instantly.
That means they can quickly use those funds on the gear they want, without worrying about missing a deal.
Sellers earn 1% back on every sale, which they can use on future purchases to get more value from each transaction.
(There are plans to test increasing the cash back amount to increase conversion.)
Set up your gear fund in one click. Sellers can opt in to Wallet at the shop or listing level.
It’s available on all platforms:
iOS App, Android App, desktop, and mWeb.
Business Goals
Enhance Seller Satisfaction and Retention
Seller dissatisfaction is largely driven by two key pain points: high fees and delayed access to earnings. We’ll address both by offering a discount on the sell fee and immediate access to funds via Reverb Wallet.
Drive Incremental EBITDA Through Cost Efficiency
Retaining funds in Reverb Wallet reduces the volume of ACH withdrawals, which lowers our payment processing costs.
Accelerate GMS Growth
Giving users a dedicated “gear budget” creates a psychological incentive for discretionary purchases, fueling GMS growth. Further, this “gear fund” could lower cart abandonment rates and increase conversion.
My role
I partnered closely with Product and Engineering leadership to shape the strategy for Reverb Wallet. Early on, I created a vision prototype and strategy deck that I presented alongside Product leadership to the CEO in order to secure buy-in for what was a large and meaningful investment.
Once the project was approved, I directed a Staff Product Designer as she brought the vision to life. She owned the final designs and deliverables, while I stayed close to the work because of the project’s importance to the business. I helped define user requirements, participated in research, provided ongoing feedback, and made sure the work stayed aligned with the larger product strategy.
Although payouts can be a relatively dry topic, we saw an opportunity to make the experience feel more rewarding and engaging. A big part of my role was helping ensure the product delivered on both strategy and craft, bringing clarity, personality, and moments of delight into the experience.
Results
The MVP launched in September 2025 and Reverb Wallet is now available to all sellers. Around 2% of sellers currently use it for all of their payouts, giving us an early signal that the concept resonated, while also showing there is still room to improve adoption.
Post-launch research showed positive sentiment overall, though users wanted stronger fee discounts and more compelling rewards. We had plans to test increased cash back and introduce additional reward types to drive adoption further, but with broader company changes, that work has been paused for the time being.