Case Study: Brooklinen achieves a fraud-free, high-approval customer experience with Forter

Brooklinen keeps it cozy with a fraud-free customer experience

Brooklinen, a direct-to-consumer home‑essentials brand known for luxury bedding and expanded bath and loungewear lines, faced a surge of policy abusers—resellers, reshippers and serial returners—who were driving unauthorized sales and forcing the team to spend significant time combating abuse. To address this, Brooklinen partnered with Forter and adopted Forter’s Trust Platform and Policy Builder, leveraging the solution’s integration with Shopify Plus to tackle abuse at scale.

Forter implemented a fully automated fraud and policy‑abuse prevention solution that simulates and enforces customizable policies, automatically declining likely abusers while preserving seamless experiences for genuine customers. The Forter deployment delivered measurable impact: a 99.87% approval rate for good customers, $1.5 million saved from reseller/reshipper abuse, and a 0.02% chargeback rate, while the Shopify Plus integration reduced implementation costs and sped time to value.

Brooklinen

Kyle Jackson

Fraud Analyst