Caraway Case Study
Cutting Fraud in Half, Gaining $68,000 in Monthly Revenue
Overview
Who is Caraway Home?
Caraway Home is a leading sustainable houseware brand that emphasizes non-toxic and eco-friendly kitchen and home products. Known for its commitment to customer well-being and product safety, Caraway has built a strong reputation among consumers who value clean, sustainable living. The brand’s commitment to customer satisfaction drives their ongoing efforts to ensure that every interaction, from purchase to support, reflects the high standards that Caraway’s loyal customers have come to expect.
Challenges
Top 3 Challenges
As Caraway Home became increasingly popular with consumers, they encountered new challenges in maintaining the security and efficiency of their transaction processes. Popular products often attract more attention from fraudsters. And as fraud attempts became more frequent, managing these incidents quickly became a substantial strain on Caraway’s resources — especially during high-demand periods — often slowing shipping times and hurting the customer experience.
1. High Rate of Fraudulent Transactions: Cutting Into Revenue
Before implementing Wyllo, approximately 18% of Caraway’s transactions were identified as fraudulent, posing a risk of significant revenue loss. This surge in fraudulent activity demanded immediate attention, particularly as Caraway prepared for its busy holiday season, when any delay or revenue loss could impact the bottom line.
2. Manual Fraud Review Burden: Fraudsters Stealing Time and Resources From Real Customers
Caraway’s customer support team was dedicating substantial time to reviewing and investigating potential fraud cases. The manual fraud checks diverted valuable resources away from supporting legitimate customers, creating an operational bottleneck that reduced team efficiency and slowed response times for real customer issues.
3. Too Much Fraud to Scale: Chipping Away at the Customer Experience
Frequent manual fraud checks introduced delays and additional verification steps, which could lead to customer frustration and even lost sales. The heightened scrutiny on transactions, though necessary for fraud prevention, risked eroding customer trust if not managed in a seamless, customer-friendly way.
Why Wyllo?
Essential tools to streamline fraud prevention
To address these issues, Caraway Home turned to Wyllo’s automated fraud prevention platform, which provides essential tools to streamline order approvals and enhance customer satisfaction. Caraway was especially impressed with how Wyllo’s solution fit the unique needs of brands within the home and garden category.
In this industry, 34.41% of orders that Shopify would cancel are deemed safe to ship by Wyllo, and 86.41% of orders that Shopify recommends for investigation are actually safe to ship without extra review. This precision allowed Caraway to confidently approve transactions that other systems might delay, optimizing both order processing and customer satisfaction. Caraway chose Wyllo for the following reasons.
1. Intuitive Dashboard: Making Informed Decisions Quickly and Easily
Wyllo’s dashboard provides Caraway with real-time insights into the health of their transactions. The easy-to-use interface allows the team to quickly assess patterns, identify red flags, and adjust fraud prevention measures as needed. Ashley Harris highlights the dashboard’s role in making fraud detection straightforward, especially during Q4 when transaction volumes are at their highest.
2. Automated Fraud Detection: Prioritizing the Customer Experience
Wyllo’s automation significantly reduces the need for manual fraud reviews, allowing the team to redirect their focus toward genuine customer interactions. By automatically flagging suspicious transactions, Wyllo lifts the operational burden from Caraway’s support team and enables faster responses to legitimate orders, helping the team provide a smoother customer experience overall.
3. Proactive and Reliable Support: Keeping the Customer Experience Seamless
Wyllo’s dedicated support ensures that Caraway has access to prompt assistance whenever they encounter emerging fraud trends. The customer success team at Wyllo works closely with Caraway to stay ahead of evolving fraud tactics, providing a quick turnaround on any issues. Ashley praises this support, noting that the peace of mind Wyllo provides is invaluable, especially when handling sensitive customer interactions.
Results
Caraway’s Results
With Wyllo integrated into their operations, Caraway Home has seen substantial improvements across multiple areas, which have ultimately optimized operational efficiency, improved the customer experience, and boosted revenue.
1. Growing Monthly Revenue by $68,000
Through Wyllo’s precise transaction screening, Caraway gained $68k in monthly revenue. Wyllo’s automated accuracy ensures that more legitimate transactions, which Shopify might otherwise flag for review or fail, are approved smoothly. This streamlined approach reduces friction at checkout, protects revenue, and enhances customer satisfaction by allowing legitimate orders to proceed without delays.
2. Reducing Fraudulent Transactions by 50%
With deep industry knowledge and an understanding of Caraway’s business needs, Wyllo set up targeted automations and monitoring systems that cut fraudulent activity in half. The increase in security — customized to their business needs — has deterred fraudsters, allowing Caraway to operate with greater confidence during peak sales periods. Wyllo continues to be a valued partner, proactively flagging emerging threats and continuing to tailor solutions that help Caraway stay ahead of evolving fraud tactics and further reduce risks.
3. Preventing $75,000 in Chargebacks & Related Fees Each Month
Wyllo’s proactive approach blocks close to $75,000 in fraudulent transactions every month that Shopify would otherwise approve. This safeguard prevents costly chargeback fees, preserves inventory, and eliminates the need for time-intensive chargeback disputes, ultimately protecting Caraway’s reputation and ensuring a seamless customer experience.
4. Gaining 115+ Hours Back Each Month to Focus on Real Customers
Wyllo’s automation significantly reduces Caraway’s manual review workload, freeing up time for the support team to focus on genuine customer inquiries. With fewer fraud-related distractions, Caraway’s team can provide more personalized and attentive service to legitimate customers, enhancing the overall customer experience.
5. Enhancing Customer Trust and Experience
The streamlined fraud prevention system reassured customers that their transactions were secure without introducing unnecessary delays. This efficiency helped Caraway maintain a high level of trust with its customers, reinforcing the brand’s reputation for safe, reliable, and user-friendly service.
Partnering with Wyllo has empowered Caraway Home to protect its revenue, improve operational efficiency, and provide a frictionless experience for customers. Wyllo’s automated fraud detection and dedicated support have been instrumental in helping Caraway continue to deliver exceptional service during its busiest seasons. The collaboration has strengthened Caraway’s fraud defenses, enabling the brand to scale confidently while focusing on what they do best: delivering high quality, sustainable home products.
