CASE STUDY

Eddie Bauer Builds Trust, Increases Approvals with Automation

“

Fully-automated decisioning with Forter hasn’t just created
additional time for our customer care team and driven
revenue growth. We’re approving more online transactions
than ever, and have drastically reduced our false declines.

Steve Nicholas, Senior Director of Digital Commerce,
Eddie Bauer

THE CHALLENGE

For more than 100 years, Eddie Bauer has
made apparel, footwear, and gear to “inspire
and enable you to Live Your Adventure®.”
An uptick in online orders led to an increase in
fraud pressure. Eddie Bauer’s parent company,

SPARC Group, understood the company’s
manual review process for fighting fraud
was outdated and unscalable. The resulting
revenue loss spurred the company to explore
automating their processes.

Thanks to the partnership with Forter, Eddie
Bauer implemented a fully-automated
decisioning process – the first SPARC Group
company to do so. This freed up Eddie Bauer’s
manual review teams to shift their focus
to other customer service and experience

THE SOLUTION

initiatives and allowed the company to approve
more transactions, resulting in an increase in
revenue. Since implementation, Forter’s fully-automated decisioning has reduced false
declines, increased approvals, and built trust
with Eddie Bauer customers.

THE RESULTS

Approvals

Approvals
increased by 1.49%

297%
gross ROI

Operations

Eliminated manual
reviews gave
teams more
time to ensure
customer satisfaction

Scaled fraud
prevention to
match rapid
business growth,
boosting revenue

Chargebacks

Since go live, Forter
has declined more
than $400K in
attempts by known
fraudsters with
chargebacks within
our network,
making up 16%
of all declines
!

Fewer chargebacks
mean more revenue
for Eddie Bauer and
affordable prices
for customers

“

Thanks to our partnership with Forter, we’ve
been able to repurpose our manual review
teams to spend more time on other initiatives
within customer experience. This has helped
us scale our fraud fighting process and build
trust with our customer base. !

About Forter

Digital commerce is built on trust. Without trust, businesses are leaving
millions of dollars on the table. At Forter, we know that building trust (and
your bottom line) means more than just blocking fraud. It means protecting
the entire customer journey — from account creation to checkout and
returns. Forter makes the most accurate, real-time decisions about every
digital interaction, powered by the largest network of online retailers.
Our Trust Platform makes decisions on more than $300B in transactions
annually for some of the world’s digital commerce leaders, such as Priceline,
Nordstrom, eBay, HelloFresh, and more.