Blanket Coverage

How Brooklinen keeps comfort uncompromised with a cozy, fraud-free customer experience !

“

Forter’s Policy Builder lets me create policies that run in the background and automatically decline customers that we find tend to be policy abusers. It gives me peace of mind knowing I can just set and forget policies, and Forter’s solution will take care of them for me.”

- Kyle Jackson, Fraud Analyst

THE CHALLENGE

Brooklinen is a trailblazer in the direct-to-consumer home essentials market. Known for offering stylish, luxury-grade products that wrap customers in comfort, Brooklinen expanded beyond the bedroom in 2018 to include bath goods, loungewear and accessories.

Customers flock to Brooklinen for its signature experience: hassle-free shopping and a curated selection of premium comfort products. However, with success and expansion came challenges. The company faced an influx of policy abusers, particularly resellers and reshippers who were reselling items at discounted or inflated prices on third-party sites.

Stopping these policy abusers was a bit like trying to keep bed bugs at bay — once they infiltrated, it became difficult to stay ahead, leaving the team to spend a considerable amount of time combatting unauthorized sales.

THE SOLUTION

Integrating seamlessly with Shopify Plus, Brooklinen’s all-in-one commerce platform, Forter’s Trust Platform allowed the team to deploy a fully automated policy abuse and fraud prevention solution that gave them the coverage they needed, wrapped in security like the perfect weighted duvet.

Forter’s customizable Policy Builder, which integrates smoothly with Shopify data, enabled Brooklinen to simulate and test new policies before they went live. This provided greater control and insight into the impact on various business areas such as customer care, marketing, and inventory management.

By harnessing the Trust Platform’s integration with Shopify Plus, along with Forter’s Policy Builder capabilities, Brooklinen has a solution that acts like a high-thread-count security blanket — assessing the identity behind each transaction and automatically declining orders from potential policy abusers, including resellers and serial returners. This ensured that genuine customers continued to enjoy a cozy, friction-free shopping experience.

THE RESULTS

Solutions: Fraud Management

Abuse Prevention

Cozy Approvals

Ensuring approvals for good customers was essential for Brooklinen, boosting profitability and maintaining a comfortable customer journey.

99.87% Approval Rate

Plush Policies

Forter’s Trust Platform saved Brooklinen significant revenue by clamping down on policy abusers, particularly resellers and reshippers.

$1.5 million Reseller/Reshipper Abuse Saved

Snug Security

Brooklinen’s lower chargeback rate helped recover lost revenue, ensuring financial stability and customer satisfaction.

0.02% Chargeback Rate

Seamless Integration, Quality Comfort

By utilizing Forter’s integration with Shopify Plus, Brooklinen eliminated implementation costs and reduced time to value, allowing them to quickly experience the cozy benefits of Forter’s solutions without significant delays. ! !

Learn More

“

When we switched to Forter, taking advantage of their integration with Shopify meant all of the implementation headaches disappeared. We were able to greatly improve our engineers’ experience, reduce implementation costs, and started seeing the benefits almost immediately.”

- Kyle Jackson, Fraud Analyst

About Forter

Forter is the Trust Platform for digital commerce. We make accurate, instant assessments of trustworthiness across every step of the buying journey. Our ability to isolate fraud and protect consumers is why Nordstrom, Instacart, Adobe, Priceline, and leaders across industries have trusted us to process more than $1 trillion in transactions. Our deep understanding of identity and use of automation helps businesses prevent fraud, maximize revenue and deliver superior experiences for their consumers.

Find out what Forter can do for your business