Case Study: Marks & Spencer achieves 55% fraud reduction and 99.98% frictionless checkout with Accertify

Marks and Spencer have implemented a solution that provides a frictionless customer journey for 99.98% of their customers. They have seen a 55% reduction in fraud rates

Marks & Spencer (M&S) is a major British retailer founded in 1884, selling clothing, home goods and food and listed on the London Stock Exchange (FTSE 250). The introduction of Strong Customer Authentication (SCA) created a risk that card issuers would decline non‑compliant transactions, increasing rejected purchases, cart abandonment and customer friction—so M&S needed to protect revenue and reduce fraud without disrupting the customer experience.

M&S partnered with Accertify, moving parts of fraud prevention into a pre‑authentication environment, deploying SCA Optimisation with Transaction Risk Analysis exemptions (trialed in silent mode over 15 days and 1M+ transactions) and maintaining pre‑ and post‑auth screening. The solution delivered a frictionless checkout for 99.98% of customers and reduced fraud by 55% (figures based on 2022 M&S data), while also lowering chargeback fraud to below 0.05% of sales and improving chargeback win rates.

Marks and Spencer

Simon Wood

Head of .com Operations