WHP Global Case Study
Order Approvals increase by 2.8% and Adds $175,000 in Revenue
Overview
A new partnership
WHP Global is a New York-based brand management firm overseeing some of the world’s most recognized retail brands, including Anne Klein, Isaac Mizrahi, Rag & Bone, Joseph Abboud, G-Star Raw, Bonobos, Joe’s Jeans, and Toys“R”Us. Committed to delivering exceptional customer experiences, WHP Global faced operational challenges that strained resources, hindered growth, and demanded a more efficient fraud prevention strategy. To overcome these obstacles, they partnered with NoFraud.
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
See Our Accurate Real-Time Fraud Screening for ecommerce in Action
Challenges
Significant obstacles
Inaccurate Fraud Detection (Failing Legitimate Orders and Approving Fraudulent Transactions)
WHP Global previously relied on Shopify’s Fraud Filter, which fell short in delivering the accuracy needed to approve legitimate orders while effectively catching fraud attempts. Valid transactions were frequently flagged as suspicious, resulting in unnecessary manual reviews and delayed order processing. This inefficiency not only led to lost revenue but also frustrated customers with needless friction in their shopping experience. At the same time, Shopify’s built-in tools flagged some fraudulent orders, but the manual review process proved both time-consuming and inefficient. Team members had to dedicate valuable hours to verifying these flagged transactions, delaying order fulfillment and adding operational strain. This dual challenge — lost legitimate revenue and inefficient fraud management — highlighted the need for a more precise and automated solution.
Chargeback Challenges
Chargebacks were a frequent and costly issue for WHP Global, significantly straining their growth. They struggled with a lack of confidence in their ability to effectively fight chargebacks, unsure of what each bank and credit card company required during the representment process. With every institution demanding different evidence, WHP Global often found themselves at a loss, even when they believed their documentation clearly proved fraud. Unfortunately, these efforts frequently ended with the decision favoring the (fraudulent) customer, leaving WHP Global frustrated and their outcomes inconsistent and unreliable.
Operational Inefficiency Created Shopper Friction
Adding to these challenges, the need for extensive manual intervention stemming from chargebacks and inaccurate fraud screening created operational bottlenecks. Customer service teams were pulled away from high-value activities like enhancing loyalty programs and responding to customer inquiries to focus on reviewing fraudulent orders, which limited their ability to drive growth. These inefficiencies also caused processing delays, subjecting legitimate customers to unnecessary scrutiny, frustration, and a potential loss of trust.
Why Wyllo?
A proactive partner
WHP Global sought a proactive partner to address challenges and restore their focus on delivering exceptional customer experiences. They chose Wyllo for its proven ability to:
- Accurately screen transactions: Advanced fraud detection algorithms ensure precise decisions, reducing false positives and manual reviews. This allows WHP Global to recover revenue from valid transactions while improving efficiency.
- Minimize chargeback losses: NoFraud’s full-service chargeback management team handles disputes end-to-end, leveraging expertise to win more cases and recover lost revenue.
- Save time for strategic work: Wyllo’s precise fraud screening and dedicated chargeback management team eliminate the need for manual intervention, freeing WHP Global to concentrate on driving customer engagement and executing strategic growth initiatives without distractions.
- Protect revenue: Proactive fraud prevention stops fraudulent transactions before they impact the bottom line, safeguarding profits and enabling sustainable growth. At the same time, NoFraud’s accurate screening ensures more legitimate orders are approved, maximizing revenue opportunities and enhancing customer trust.
- Provide a seamless transition through Wyllo’s Proof of Value Program: Wyllo’s Proof of Value (POV) Program makes it easy for merchants to get started and compare results against their existing fraud prevention tools. The program includes a customized setup and personalized support to guide merchants through configurations, ensuring a seamless transition. Wyllo demonstrated immediate value with higher approval rates, a reduction in chargebacks and fraud-related costs, and time savings. This hands-on, risk-free trial allowed WHP Global to clearly compare Wyllo to their previous solution, simplifying the decision to switch.
Results
The power of advanced fraud protection
With Wyllo, WHP Global harnesses the power of advanced fraud prevention to protect revenue and streamline operations. By automating transaction reviews and stopping fraud in real-time, Wyllo enhances WHP Global’s bottom line and delivers a frictionless customer experience. Its precision optimizes efficiency to reduce costs, increase revenue, and enable WHP Global to focus on serving legitimate customers. Wyllo’s proactive approach drives growth and positions WHP Global for lasting ecommerce success.
$175,000 Annual Revenue Increase
Wyllo’s advanced fraud detection and management was able to approve orders that were being blocked by previous solutions, unlocking nearly $200,000 in additional annual revenue. And because these optimizations were made after all other expenses, every dollar less the cost of goods directly contributed to profit on the bottom line. This ensures more legitimate customers complete their purchases without unnecessary interruptions, directly contributing to growth for brands under WHP Global’s management.
2.8% Approval Rate Increase
Wyllo’s more precise decision-making has increased the approval rate on orders by 2.8%, ensuring that valid orders are processed quickly and efficiently. This streamlined process enhances both revenue retention and customer satisfaction, minimizing the friction that can occur when fraud screening is inaccurate.
$5,500 in Fraudulent Orders Prevented Each Month
By blocking fraudulent transactions before they’re processed, Wyllo eliminates chargeback losses entirely. This proactive fraud prevention approach provided WHP Global with financial stability and allowed the team to focus on other high-priority initiatives.
33+ Hours Saved Monthly
With Wyllo Chargeback Management and the platform’s automation drastically reducing the need for human intervention, the WHP Global team was able to gain more than 33 hours each month. The platform’s improved screening accuracy minimizes manual reviews, while Wyllo’s dedicated Chargeback Management team handles disputes, leveraging their expertise to win more cases. This time savings allows WHP Global to focus on building stronger relationships with real customers and driving meaningful growth.
