petflow

Case Study: PetFlow.com

Signifyd allows PetFlow.com to accept more orders, more often, and has helped to proactively address emerging fraud trends before they impact the bottom line.

90%

Reduction in Cases Reviewed

75%

Reduction in Review Time per Case

Increase in Customer Satisfaction and Reviews

PetFlow.com is one of the Internet’s fastest growing and most promising companies. Starting from just $1 million in annual sales in 2010, PetFlow.com exceeded $50 million in sales in 2013. With over 150,000 active customers (growing by 10,000 every month) and over 2.1 million Facebook fans, Petflow.com was named the #1 Social Commerce company in the United States last year by Internet Retailer.

That growth, fueled by the company’s massive social presence, has come with familiar pains related to fraud and chargeback problems. New tactics from fraudsters required PetFlow to divert people and resources from other projects to manual fraud investigations. To ensure that good customers were not declined, PetFlow established caution in its review process, making it very manual potentially impacting revenue and customer satisfaction.

With fraud losses still on the rise, PetFlow.com turned to Signifyd in late 2013 to help reverse this trend.

PetFlow.com’s social-heavy customer base meshed perfectly with Signifyd’s advanced social graph traversal techniques, enabling Signifyd to reduce chargebacks by more than 90%. This has saved tens of thousands of dollars in fraud losses each month, but that’s just the start.

Signifyd has provided deep context around each customer initiating a transaction on the site, enabling PetFlow.com to accept more transactions than ever before without the fear of fraud. This led to happier customers and more glowing reviews and referrals.

Before Scenario
  • Reactive manual approach to fraud
  • Diverting significant resources from other activities to fraud and review
  • Impact to customer experience with tightened down reviews
Goals
  • Reduce fraud losses
  • Increase customer satisfaction with order and review process
  • Increase revenue
Signifyd Proposal
  • Use Signifyd to tie together Petflow.com’s customer social activity with transaction data to reduce fraud and identify good/bad users
After Scenario
  • 90% reduction in chargebacks
  • 75% reduction in manual review time
  • Fraud concerns at PetFlow.com reduced
  • Customers are happier with Petflow’s order and review process, leading to more positive reviews and referrals
Eliminate fraud and accept more orders with Signifyd
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