Sudden Allure - Digital Transactions

absorbing the cost of expedited shippingwhen orders were unnecessarilydelayed for manual review. In short,the cost of achieving and maintaininga low chargeback rate was high.When Urban Outfitters soughthelp to find a more cost-efficientapproach, we worked with them toaccomplish several goals:Ñ Reduce the volume of unnecessaryorder reviews by eliminating falsepositives (legitimate orders flagged assuspicious in the automated screeningprocess) through enhanced filteringtechniques.Ñ Integrate order screening andreview platforms with the latest casemanagementtechnology. This speedsorder review and resolution withreduced mistakes.Ñ Leverage automation to thefullest extent possible. This appliesto the use of negative and positivefiles as well as to sorting, ranking,and prioritizing suspect orders tokeep analysts focused on the riskiestorders and orders that need to beshipped quickly.Ñ Adjust fraud controls quicklybased on chargeback trends.Ñ Empower non-technical usersand fraud managers to modify automatedfraud controls as needed.Dual GoalsWith these changes in place, UrbanOutfitters is now getting orders to itswarehouse faster with improved customerservice. The company’s fraudlosses have continued to decline, thistime accompanied by a substantialdecline in operational costs.The number of orders delayed formanual review has fallen by morethan 80%. Fewer delayed orders hasresulted in a 60% decline in the numberof outbound calls for verifyingorders, and a nearly 50% drop incalls from customers inquiring abouttheir orders.Efficiency gains in order reviewsenabled Urban Outfitters to meet itsgoals for shipping orders on time andfor answering customer calls within10 seconds. The labor savings alsoallowed the company to reduce fraudpreventionstaffing by almost 60%.On top of these efficiency gains, theretailer’s already low chargeback ratedeclined by another 66%.It is possible to reduce chargebacksand manual fraud-preventionefforts at the same time.Urban Outfitters’ experienceshows that it is possible to reduceyour chargebacks and the manualeffort involved in online fraud prevention,all at the same time. Makeno mistake: You must achieve both ofthese objectives to truly cut your totalcost of fraud. DTADVERTISER INDEXAllied Wallet 888-255-1137 www.alliedwallet.com Page 3Certegy 866-496-2637 www.fisglobal.com/products/check Page 5Chase Paymentech 888-849-8980 partners.chasepaymentechsales.com Page 15Discover 866-601-7166 www.discovernetwork.com Inside Back CoverDigital Transactions 877-658-0418 www.digitaltransactions.net Pages 33, 37Elavon 678-731-5000 www.elavon.com Page 13FIS 800-822-6758 www.fisglobal.com Inside Front CoverHumboldt Merchant Services 877-635-3570 www.hbms.com Page 23Merchant Services Inc. (MSI) 800-226-5227 www.1800bankcard.com Pages 20-21MoneyGram 800-723-9777 www.moneygram.com Page 11North American Bancard 888-229-5229 www.gonab.com Back CoverPayvision 917-237-0900 www.payvision.com Page 17Southeast Acquirers Annual Educational Seminar www.southeastacquirers.com Page 18Smart Card Alliance Payment Summit 2010 www.smartcardalliance.org Page 27United Bank Card 800-201-0461 www.isoprogram.com Page 1USAePay 866-490-0042 www.usaepay.com Page 740 digitalFebruary 2010