A customer places an order. Then another.
Both times, something “goes wrong” — and both times, they file a claim.
On paper, it looks like bad luck. But when the same customer files claims on 2 out of 2 orders, it’s rarely a coincidence.
For ecommerce brands, this is the reality of post-purchase today. Customers expect fast, frictionless resolutions when something goes wrong with their order. But delivering that speed — especially at scale — often comes at a cost: increased fraud, higher refund rates, and mounting pressure on customer support teams.
That’s exactly the problem Order Protection set out to solve. And with Wyllo, they’ve taken it a step further.
Meet Order Protection: Built for the Moments That Matter Most
Order Protection focuses on what happens after the buy button is clicked.
Their platform allows shoppers to add shipping protection at checkout. If something goes wrong — whether it’s a lost, stolen, or damaged package — their support team steps in to resolve the issue, often in under an hour.
Beyond shipping claims, they also handle warranty tickets and returns, covering both online and in-store purchases. Their 24/7 support team and AI-powered tools provide instant responses and resolutions.
But Order Protection isn’t just a tool. It’s an extension of the brand.
They:
- Handle claims on behalf of merchants
- Enforce custom policies and workflows
- Absorb financial risk when claims are approved
In other words, they help brands deliver exceptional customer service, without overloading internal teams or exposing themselves to unnecessary losses.
The Hidden Challenge: Speed vs. Fraud
The faster you resolve claims, the better the customer experience. Around 90% of customers expect a quick response to support requests, with most defining “immediate” as 10 minutes or less.
But speed creates vulnerability.
Without strong fraud and risk signals, brands face a tough choice:
- Manually review claims (slow and expensive), or
- Approve quickly and risk being exploited
And increasingly, bad actors are taking advantage of exactly that gap.
As Order Protection scaled, this became clear:
Fraudsters were learning how to game post-purchase systems — filing repeated claims, using multiple emails, and exploiting fast approval processes.
They needed a way to move fast and stay protected.
Enter Wyllo: Intelligence That Powers Confident Decisions
Wyllo brings a new layer of intelligence to the post-purchase workflow.
By analyzing behavior across orders, identities, and patterns, Wyllo surfaces:
- Fraud and abuse indicators
- Customer-level risk signals
- Cross-merchant insights beyond a single brand’s dataset
- Insight into customer intent and pattern behavior
This data doesn’t just sit in a dashboard. It feeds directly into Order Protection’s claims engine.
Tanner Chatterley, CEO at Order Protection, highlights the impact, “Without Wyllo, we wouldn’t feel confident automatically approving claims. Now we can.”
How It Works: From Claim to Resolution in Minutes
Here’s what the combined experience looks like in practice:
1. A shopper adds protection at checkout
A small checkbox unlocks peace of mind for the customer, and a streamlined workflow for the brand.
2. A claim is submitted
If something goes wrong, the customer files a claim through Order Protection.
3. Wyllo evaluates the claim in real time
Behind the scenes, Wyllo analyzes:
- Order frequency and history
- Email and identity patterns
- Shipping address behavior
- Return and claim rates
It then generates a risk score and detailed reasoning.
4. Order Protection makes an instant decision
Using Wyllo’s data:
- Low-risk claims can be approved instantly
- Suspicious claims are flagged or denied
- Edge cases can be escalated or handled with custom policies
5. Brands stay in control
Merchants can define exactly how they want to handle different scenarios, from strict fraud prevention to more flexible, customer-first policies.
Stopping Fraud Without Slowing Down CX
One of the biggest breakthroughs of the partnership is the ability to detect patterns that would otherwise go unnoticed.
For example:
- A customer placing multiple orders and filing claims on all of them
- Slight variations in email tied to the same address
- Unusually high return or claim rates
Before Wyllo, these cases might have slipped through in the name of speed. Now, they’re caught automatically, without slowing down legitimate customers.
Real Impact: Better Decisions, Stronger Margins
With Wyllo, Order Protection has been able to confidently scale its automation.
The results are already meaningful:
- ~$100K+ saved each year by preventing fraudulent claim approvals
- Faster claim resolution times
- Reduced reliance on manual review
- Improved consistency in decision-making
Just as importantly, brands no longer have to choose between great CX and fraud prevention. They get both.
A New Standard for Post-Purchase Experiences
What makes this partnership powerful isn’t just the technology. It’s how seamlessly it fits into real workflows.
Order Protection handles the execution. Wyllo provides the intelligence.
Together, they create a system where:
- Customers get fast, reliable resolutions
- Brands protect their margins
- Teams operate more efficiently
And as both platforms continue to evolve, the opportunity is only growing, from deeper automation to broader data coverage and smarter decisioning.
