Case Study: The Vitamin Shoppe achieves 50-60% cut in product losses and reduced chargebacks with Kount

The Vitamin Shoppe Sees Reduction in Chargebacks with Kount and Ethoca Alerts Integration

The Vitamin Shoppe, a national retailer of supplements and wellness products, faced rising online fraud and chargebacks as its e‑commerce business grew. Its previous anti-fraud tool was a “black box” with limited visibility and control, driving chargeback rates to 0.5–1% (or higher) and leaving the team unable to analyze fraud patterns or adjust rules effectively.

By implementing Kount and integrating Ethoca Alerts, the Vitamin Shoppe gained real‑time fraud intelligence and clearer transaction insights, allowing it to stop fraudulent orders before shipment. The result: chargebacks fell to 0.2–0.5%, product losses dropped 50–60%, manual reviews were reduced to about 3% of transactions, and time spent matching alerts was cut by over 85 hours per year.

The Vitamin Shoppe

Mike Hollick

Director of Customer Care