Case Study: Urban Outfitters achieves immediate cost savings and faster order fulfillment while maintaining industry‑leading low chargeback rates with Accertify

Urban Outfitters Receives Immediate Cost Savings with Accertify Despite Having Industry-Leading Low Chargeback Rate

Urban Outfitters, a multi‑brand lifestyle retailer (Urban Outfitters, Anthropologie, Free People, etc.), faced a classic e-commerce dilemma: card‑not‑present fraud was eroding margins even though the company already had an industry‑leading chargeback rate (well under 0.1% of sales versus a 1.4% industry average). Aggressive screening produced many false positives, creating labor‑intensive manual reviews, fulfillment delays, higher staffing needs and increased customer service calls, and the company wanted a solution that gave its fraud team control without heavy IT dependence.

Urban Outfitters implemented Accertify’s Interceptas in April 2009, adding 200+ tailored rules, more data points, automated positive/negative file management and a unified review workflow. Within five months manual reviews fell from 34% to 6% (an 83% drop), fraud prevention staffing decreased from 17 to 7 FTEs (59% reduction), inbound verification calls dropped 44%, and chargeback and fraud losses fell roughly 63% while fraud‑related order rejections rose 23%—improving ship times and the customer experience.

Urban Outfitters

Bryan Whitney

Contact Center Director