Case Study: John Lewis Partnership achieves frictionless, secure checkout and 35% online transaction uplift with ACI Worldwide

John Lewis Partnership Delivers Frictionless, Secure Checkout Experience for Customers

John Lewis Partnership, the U.K.’s largest employee-owned retailer and parent company of John Lewis and Waitrose, needed to deliver a frictionless, secure checkout experience while maintaining ambitious KPIs, protecting genuine customers from unwarranted declines, and ensuring backend stability during unpredictable eCommerce surges. To meet these challenges the retailer has partnered with ACI Worldwide for 17 years and implemented the ACI Fraud Management solution.

ACI Worldwide deployed its ACI Fraud Management platform, supported by its Payments Risk Optimization team, using machine learning, digital ID verification and dynamic fraud orchestration to fine-tune decisioning and scale with demand. The solution reduced denied and challenged orders, increased acceptance rates, seamlessly handled a 35% uplift in online transactions, and delivered strong platform stability—aligned with ACI’s global performance (>98% accept, 0–1.2% deny, 0–0.6% challenges, 0.06% chargebacks).

John Lewis Partnership

Katy Coull

Partner and Payment Fraud Manager