Top Three Global Retailer Reduces Fraud by Focusing on Their Customers

Success Story

By integrating Whitepages Pro Identity Check as part of their process, an international retailer is able to stay ahead of fraud trends and create an even better experience for members.

This multi-billion dollar global retailer may have retail operations in eight countries, but continuing to provide the family atmosphere for which it became famous is a top priority. This shows in their dedication to giving customers both the best possible price on high-quality merchandise, as well as a welcoming shopping experience that extends to their online sales.

Before implementing Whitepages Pro as part of their fraud platform in September of 2016, the fraud team was reviewing approximately 25% of online orders, which meant they didn’t have much time to give the exceptional customer service the company is known for. The 16-person fraud team needed a solution that would allow them to quickly flag fraudulent orders while seamlessly pushing good orders through.

The initial implementation was done over 24 hours, and since then working with Whitepages Pro has been a matter of maintaining the effectiveness by reviewing and tweaking rules. The flexibility to create rules that work with their specific customers and fraud trends has helped them reduce friction for legitimate orders while shutting out bad transactions.

The company’s Supervisor of Loss Prevention explains one instance in which Identity Check’s rules helped them crack down on fraud:

Recently, we’ve been experiencing a type of fraud where they ship a product to the billing address, and the only red flag is that the email address doesn’t match the name of the person placing the orders. We began putting more weight on email validity on transactions from a certain department or shipping using a certain method. Being able to rely on that data and knowing it’s accurate is helpful for stopping specific fraud.

200%

Cancellation Rates Plummet 200%

Since implementing their fraud platform with Whitepages Pro, cancellation rates have gone down approximately 200%, while bad debt has dropped by over 500% to a rate that’s now significantly lower than industry average.

5%

Review Rates Drop Below 5%

Manual review rates have also dropped an impressive amount, from approximately 25% of orders in the past to under 5% now.

Higher Quality Review Time

Although the team is reviewing fewer orders manually, the average review time per order has actually gone up. That’s because the team is now able to spend better quality time with each flagged order and make smarter decisions.

We don't want to insult our customers and we don't want to cancel legitimate orders, so we rely on as much data as we can to make sure our customer's orders are going through successfully. Using Whitepages Pro API integration within our fraud platform lets us build rules to minimize risk and create a safe and successful shopping experience while keeping out bad transactions.

Download this page as a .pdf

CLICK TO DOWNLOAD

Learn more

One of our experts will be happy to give you a free guided demo of Identity Check.

GET A DEMO