case study smartbuyglasses.pdf

CASE STUDY

SmartBuyGlasses sees more approvals with automated fraud prevention

“

Forter has eliminated almost all the manual work related to fraud
decisions, allowing us to approve far more transactions, which
means increased revenue and growth for our business. Partnering
with Forter to manage fraud prevention has been critical in making
our business more efficient and the shopping experience even
better for customers.

Doron Kalinko, Co-CEO

THE CHALLENGE

SmartBuyGlasses.com is a leading designer
eyewear e-retailer with more than 200 brands
of glasses and 100,000+ SKUs, shipping
to more than 100 countries. The company
initially used a rules-based fraud prevention
solution that frequently declined legitimate
transactions, leading to many frustrated
customers and the team spending most of
their time on manual reviews. The system

was also prone to false negatives, which meant
a high chargeback rate and higher risk when
expanding into new
countries and markets. The existing approach
hindered the company’s efforts in building
trust with new customers and couldn’t scale to
accommodate SmartBuyGlasses.com’s growth,
jeopardizing future sales and revenue.

THE SOLUTION

Thanks to the partnership with Forter,
SmartBuyGlasses.com automated the
fraud decision process, eliminating manual
reviews and increasing approvals without
taking on the liability of chargebacks. All
decisions are made in real-time, so legitimate
customers get a fast and rewarding shopping
experience while fraudsters get immediately

blocked. With access to Forter’s Persona Graph,
the company can approve new customers with
confidence—while a customer may be new to
SmartBuyGlasses.com, they most likely aren’t
new to Forter. With Forter, the company can
have better conversations with customers,
building trust and brand loyalty, which fuels
growth and revenue.

THE RESULTS

Approvals

Approvals
increased by 8%
since start of
the relationship

Eliminated almost
100% of customer
complaints related
to false declines

Operations

Elimination of manual
reviews gives teams
more time to ensure
customers are
happy with the
brand experience
!

Ability to scale fraud
prevention to match
rapid business growth,
boosting revenue

Chargebacks

Chargeback
rate decreased
by 59%

Chargeback
losses improved
by over 95%

Less chargebacks
mean more revenue for
SmartBuyGlasses.com
and affordable prices
for customers

“

No human can make thousands of
accurate fraud decisions in a matter
of seconds. Automating the fraud
decision process has removed manual
errors and the need to train more
employees to manage fraud as the
business grows. We can scale fraud
prevention effectively, handling spikes
in order volumes with ease. !

!

About Forter

Forter optimizes genuine customer experience and lifetime value by solving
the root causes of eCommerce fraud and abuse. We provide precise decisions
about every customer interaction, informed by billions of data points and
delivered instantly by our machine learning platform.

Find out what Forter can do for your business.