Case Study: Route reduces fake claim fraud by 99% with SHIELD

Route Partners SHIELD to Reduce Fake Claim Financial Exposure by 99% and Accelerate Refund Processing

Route, a leader in post-purchase experience for e-commerce brands, needed a better way to combat refund fraud as fraudsters increasingly abused claims processes with fake identities, bots, VPNs, and multi-account tactics. Existing email-based verification was not keeping up, creating revenue risk and potential damage to legitimate customer experience.

To address this, Route partnered with SHIELD and its AI-powered device intelligence platform, including SHIELD Device ID, to detect fraudulent claims in real time and link suspicious activity across sessions and accounts. SHIELD helped Route achieve a 200% increase in identifying the same customer acting as different users, a 50% boost in claims denied for fraudulent activity, and a 99% reduction in fraudulent claim payouts tied to coordinated multi-account abuse.

Route

Christian Hartman

Senior Product Manager