Crew Clothing reduce fraud across all channels.

Crew Clothing reduce fraud across all channels.

2nd February 2016

Niche casual retailer, Crew Clothing has adopted defensive measures to help reduce retail fraud across their growing omni-channel operation. Using MNP’s appointed third party service provider ACI Fraud Shield, Crew Clothing can now screen web orders with both generic apparel and custom fraud rules. 

The fraud screening service applies a unique score to each order, which the MNP order management system reviews and applies logic to determine if the order remains held or is sent through to fulfillment. By automating the analysis, Crew Clothing frees up valuable resources from manually checking orders enabling staff to focus on tasks that help grow the business.

Crew identified that their in-house fraud management system wasn’t providing the sophisticated level of fraud data, automation and rule flexibility which they required. Crew became concerned about potential losses and the impact on customer service. ACI’s global retail and multi-channel experience led Crew to implement ACI ReD Shield which had an instant effect on both fraud and deny rates.

The company has dramatically reduced its chargeback rate to just 0.05% and their deny rate has been reduced to just 3% resulting in increased orders and revenue, coupled with reduced operating expenses. ACI and Crew have also worked to strengthen the mobile channel and successfully launch a ‘Click and Collect’ service.

Now with 78 stores and a growing omni-channel presence, Crew Clothing is planning significant growth and have a strong platform upon which to grow sales confidently while delivering an optimal customer experience. 

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