Quip Case Study
Transforming the Fight Against Resellers and Bad Actors
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Company
Transforming the Fight Against Resellers and Bad Actors
quip was created to bring delight, simplicity, and better oral care to every household. With sleek sonic toothbrushes, thoughtful refill plans, and a modern direct-to-consumer approach, quip has grown into a trusted brand in personal wellness.
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
The Challenge
A Rules-Based Wall That Bad Actors Kept Scaling
quip initially relied on a hybrid of Stripe Radar and custom rules coded directly into the system:
- Stripe Radar used signals like card risk, email domain, and spend patterns
- Custom rules included checks for email domains, account age, invalid addresses, and coupon use
But both systems fell short:
- Radar couldn’t see order context or customer history, limiting the rules quip could build
- No pre-order checks — risk scoring happened after order creation, cluttering systems with bad data
- Granular access control was lacking, preventing more team members from managing fraud rules
- Manual rule maintenance was burdensome and reactive: bad actors constantly adapted faster than rules could be deployed
“We had a reputation on forums for being ‘reseller friendly.’ That was a red flag.”
Jeff Magill
Director of Engineering & Digital Product
Why Wyllo?
Intelligent, Proactive, and Purpose-Built
quip turned to Wyllo after realizing they needed a tool that worked before orders were fulfilled — one that could detect, link, and block bad actors automatically.
Wyllo delivered on multiple fronts:
- Evaluates orders before creation, reducing post-processing cleanup
- Cross-account clustering to identify reseller rings using multiple emails and addresses
- Risk-based flags and blocks, with flexible parameters to align with business rules
- No need to write new code for every edge case — rules and combinations are configured, not hardcoded
The Solution
Proactive Defense, Not Just Cleanup
With Wyllo, quip gained the ability to see reseller tactics in real time and respond dynamically.
They now:
- Block orders at checkout based on AI using 1000s of signals, not just one rule
- Group related accounts automatically to enforce wide-reaching blocks with real-time clustering of identities
- Flag suspicious orders before they reach fulfillment, reducing wasted ops effort
- Route flagged orders to CX, who now make informed decisions backed by data
Wyllo’s visual graph of customer clusters was a surprise highlight:
“It showed us the lengths resellers go to stay hidden — and helped us find patterns we weren’t even looking for.”
Justin Cuyan
Senior Associate, Training and Quality
What’s Next:
More Power, More Precision
Looking ahead, quip is excited to see continued investment in:
- Greater automation: Using risk scores to automate routing, flagging, and fulfillment decisions
- Expanded CX integrations: Making Wyllo data more accessible in support workflows
“Stop playing defense. Wyllo helps you prevent abuse before it happens. If you’re serious about stopping resellers, this is the system to do it.”
Justin Cuyan
Senior Associate, Training and Quality
