Case Study: Wayfair achieves 50–60% chargeback reduction and 50% lower fraud costs with Riskified

How Wayfair & Riskified managed fraud amidst rapid growth

Wayfair, a leading online home-furnishings retailer, was experiencing hypergrowth that strained its fraud operations—its internal team manually reviewed up to 10% of orders, a level that would have required hiring hundreds of people. To scale without heavy operational overhead, Wayfair partnered with Riskified and adopted Riskified’s automated fraud-review solution powered by its global shopper network.

Riskified began by reviewing Wayfair’s declined orders in 2018 and quickly expanded to cover all US orders, then handled an overnight surge in demand during Q2 2020. Riskified’s automation delivered measurable impact: a 50–60% reduction in chargeback rate, a 50% cut in the cost of fraud, a 4x drop in false-positive callbacks, and elimination of manual-review friction so Wayfair could scale confidently.

Wayfair

Michael Fleisher

Chief Financial Officer