Case Study: Express achieves major fraud reduction and faster order fulfillment with Accertify

Express Accelerates Online Business by Cutting Fraud with Accertify

Express, a specialty apparel retailer with more than 600 stores and a fast-growing eCommerce channel (web sales reached $341M in 2013), faced rising online fraud as sales scaled. Increasing fraud drove a high chargeback rate (peaked at 1.59% monthly pre-2010) and an order-hold rate of about 25%, forcing manual reviews and slowing fulfillment. Express needed a more sophisticated, automated fraud-detection capability to reduce chargebacks and speed legitimate orders.

After a three-month evaluation and implementation, Express deployed Accertify Fraud Management in October 2010 and added Device ID, Chargeback Management, and Accertify’s Professional and Managed Services. The solution cut chargebacks dramatically (averaging 0.14% in 2013), reduced order holds to about 5% so most orders ship the same day, automated payment risk decisions, helped detect mules, phishing and account takeovers, and provided on-demand protection during peaks—changes Express says saved millions and solidified eCommerce as a growth pillar.

Express

James Hilt

Senior Vice President E-commerce