Case Study: Crew Clothing achieves dramatically reduced chargebacks and order denials with ACI Worldwide's ReD Shield

Reducing Risk and Supporting Customer Service at Crew Clothing

Crew Clothing, a growing UK luxury-casual retailer with 78 stores and expanding online, mCommerce and call‑centre channels, faced rising fraud, high decline rates and costly manual reviews as its exposure increased. With the busy holiday season approaching, Crew Clothing moved from a limited in‑house fraud system to engage ACI Worldwide and implement a fast, specialist solution to protect revenue and customer service.

ACI Worldwide deployed its ACI ReD Shield fraud prevention platform with a modelled rules engine, ongoing analyst reviews, bespoke reporting and a customer whitelist to prioritize genuine orders and new services like Click and Collect. The partnership cut chargebacks to 0.05%, reduced deny rates from 12% after three months to just 3% with no uptick in fraud, kept mobile fraud low despite rising volumes, and enabled continued sales growth and operational confidence.

Crew Clothing

Jeff Jefferson

Crew Clothing