Recipient Information and Horizontal Relational Trust in Platform-Mediated P2P Payments

Abstract

Purpose: This study examines how users combine platform-generated recipient information with relational knowledge when assessing recipients, managing uncertainty and responding to problems in platform-mediated P2P payments.

Method: An exploratory cross-sectional survey produced 30 usable responses from PayPal, Revolut, Zelle and Wise users in North America and Europe. Closed-ended responses were analysed using descriptive statistics, while open-text responses were examined through framework analysis organised around assessment, action and resolution.

Findings: Respondents placed greatest weight on personal familiarity and previous successful payments when assessing recipients. Checking recipient identifiers was the most commonly reported protective action, whereas mutual contacts and test payments were used less often. Seventeen respondents reported at least one payment problem. Direct recipient contact and platform dispute procedures were the most common initial responses. Respondents expressed greater confidence in payment processing than in recovery rights or regulatory ordinance.

Unique Contribution to Theory, Practice, and Policy: The study treats recipient assessment as an information practice involving platform-generated identifiers, transaction records, interpersonal knowledge and external communication. It shows how horizontal relational trust may complement institutional assurance rather than replace it. The findings support clearer recipient information, verification tools, transaction warnings, privacy controls and dispute information. Claims remain limited by the small, non-probability sample and reliance on self-reported practices.