Nest New York Case Study
Fraud Protection That Scales in Q4
Overview
Confidently “Set-It-and-Scale” During Peak Season
NEST NEW YORK is a digitally native, subscription-friendly luxury fragrance brand operating in a high-velocity gifting category with extreme Q4 seasonality. As order volume surges around Black Friday/Cyber Monday, so does fraud and reseller abuse — precisely when bandwidth is tightest and the cost of false declines or slow reviews spikes.
The team sought a fraud partner that could:
- Approve more good orders without friction.
- Hold the line on chargebacks even as volume spikes.
- And lighten the manual workload for customer service during peak season.
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
Challenges
What Needed Fixing (and Fast)
The Q4 reality: volume, velocity, and zero room for friction
1. Peak pressure with limited bandwidth.
The customer service team can do checks-and-balances most of the year, but Q4 demands automation that simply works in real time so ecommerce teams can focus their time on legitimate customers instead of chasing fraud.
2. Reseller abuse & warehousing patterns.
Third-party resellers were a persistent drain — orders routing to warehouses in shifting patterns. The team needed better signals to find and block clusters fast.
3. Botty bursts & “freebie” exploits.
Spikes of rapid-fire purchasing and edge-case behavior around free samples required adaptive detection that didn’t punish real customers.
4. Friction is a deal-breaker.
The brand holds a hard line on keeping the buying experience smooth; fraud controls should reduce risk without adding noticeable friction.
Why Wyllo?
Confidence on autopilot (especially when stakes are highest)
Autopilot with oversight.
Wyllos decisions serve as a reliable first line; the team skims failures to spot reseller patterns and quickly fan out to related orders when needed. “Wyllo runs so smoothly that when we do have to block an order, we’re very confident in the decision,” shares Jay Koman, Customer Service Agent at NEST NEW YORK.
Seamless for shoppers, stronger for the brand.
Legitimate customers move through checkout without friction, while fraud checks happen invisibly in the background. This balance ensures protection doesn’t come at the cost of conversion — a critical factor for a gifting brand where every transaction counts.
Simple enough for every team.
Tools are simple enough for customer service to use directly, reducing reliance on ecom engineers and keeping workflows clear. As Allyssa puts it, “The technology works so well that we don’t need weekly calls or constant tuning — it’s one thing taken off our plate. We manage over a hundred partners, and the beauty of Wyllo is that it just works.”
Season-proof confidence.
During Q4, when volume surges and risk peaks, the team doesn’t have to second-guess approvals or scramble with last-minute rule changes. They trust Wyllo to hold chargebacks down and approvals up, keeping operations steady when the stakes — and transaction velocity — are highest.
Results
Results That Matter (and Scale)
2% Revenue Lift Without Friction
By combining smarter fraud approvals with automated optimization, Wyllo delivers a +2% revenue lift year over year — crucially, without bloating review queues or adding friction at checkout. In today’s margin-tight environment, that kind of lift can be the difference between a good season and a great one, especially when it compounds during high-volume periods like BFCM. As Jay explains, “Approval rates are high, and the system’s been working well for us — Wyllo largely runs on autopilot.”
50% Fewer Chargebacks
Since adopting Wyllo, NEST NEW YORK has reduced chargebacks by half. For a gifting brand with heavy Q4 volume, this means fewer costly disputes, less customer frustration, and more revenue protected when it matters most.
Protecting Inventory Without Hurting Conversion
Reseller abuse is a constant moving target, but with Wyllo the team turns failed order signals into a catalyst for spotting warehouse-bound clusters and quickly shutting down bad actors. As Jay Koman notes, “Resellers are clever and fast. Wyllo helps us spot the patterns so we can move just as quickly.”
At the same time, Wyllo’s ongoing investment in reseller-abuse detection and pattern learning helps ensure more inventory reaches genuine customers — without relying on blanket blocks that risk hurting conversion.
160+ Hours of Operational Efficiency Gained
By leaning on Wyllo’s expert team to handle manual reviews and chargebacks, NEST NEW YORK saves more than 160 hours each year — time that would otherwise drain internal bandwidth. This shift doesn’t just reduce workload; it ensures more good orders are approved while fraud risk stays low. The result is faster fulfillment, stronger customer experiences during Q4 peaks, and less pressure on service teams who can focus on supporting real customers instead of fighting fraud.
The Takeaway for Ecommerce Leaders
If your holiday calendar is “all gas, no brakes,” you need fraud controls that raise approvals, lower chargebacks, and reduce manual load — without adding friction. NEST NEW YORK’s experience shows that autopilot-level confidence is possible.
