logo
  • Industries
    • Healthcare
    • Telecom & Media
    • Retail
    • Technology
    • BFSI
    • Utilities
    Linkedin-new-icon Instagram-Icon Facebook-Icon Youtube-Icon
    Navigation-Bottom-Element

    Explore our Services

    Digital CX

    • Omnichannel CX
    • AI Operations & Bots
    • Social Experience Management
    • SupportPredict Self Learning Knowledgebase
    • SupportPredict Agent AI
    • SupportPredict Self Service & Bots

    Resolution-Centered CX

    • Customer Acquisition
    • Customer Care & Retention
    • Account Management
    • Complaints Management
    • Technical Support
    • Billing & Collections
    • Back Office Processing

    Analytics & Consulting

    • Data Visualization
    • Advanced Analytics
    • Speech Analytics
    • Business Process Optimization
    • Business Transformation
    • Customer Journey Mapping

    Healthcare

    • Member Acquisition
    • Member Services
    • Provider Services
    • Improving Health Outcomes
    • Healthcare Advocacy
    • CMS Stars
  • Outcomes

    Helping you drive competitive advantage

    Business Outcomes

    Revenue Acceleration

    • Sales Acceleration
    • LTV Maximization

    Cost Optimization

    • IntelliAgent
    • Workforce Management
    • Process Consulting & Excellence
    • AI & Data Ops
    • Performance Analytics
    • Agent Health & Wellness

    Enhanced Experience

    • Social Experience Management
    • Omnichannel & Intelligent Steering
    • NPS Predictor
    • Churn Reduction
    • FCR Booster
    Linkedin
  • Locations

    Discover our global network locations

    • United States
    • Honduras
    • Mexico
    • Work from home
    • EMEA
    • United Kingdom
    • Ireland
    • Bulgaria
    • South Africa
    • India
    • Philippines
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon
    Navigation-Bottom-Element
    Location1-img
    Location2-img
    Location3-img
    Location4-img
    Location5-img
    Location6-img
  • Insights

    Stay informed. Stay ahead.

    • All
    • Blogs
    • Case Studies
    • Healthcare Insights
    • Videos
    • Whitepapers
    • Glossary
    Latest whitepaper

    Reimagine Customer Experience Management on Social Media

    Download
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon

    Business outcomes
    that underpin your growth

    Watch video
  • Careers

    Experience a new world of work

    • Life @ ResultsCX
    • Our Values
    • Careers Blog

    Explore Opportunities

    • United States
    • Honduras
    • Mexico
    • Philippines
    • Bulgaria
    • India
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon
  • ESG

    For a better tomorrow

    • Environmental, Social, And Governance
    • Corporate Social Responsibility
    • R.E.A.L. Women
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon
  • Why ResultsCX

    The ResultsCX difference

    • About us
    • Our Story
    • Leadership
    • R.E.A.L. Women
    • Technology Partners
    • Awards
    • News
    • Technology & Security
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon

    Values that guide
    our teams everyday

    Watch video
  • UK / EMEA

    UK/EMEA

    • Banking
    • General Insurance
    • Consumer Credit
    • Fintech
    • Utilities
    • Private Equity
    • Start up/Scale up
    Navigation-Bottom-Element
    Linkedin Instagram-Icon Facebook-Icon Youtube-Icon

    Values that guide
    our teams everyday

    Watch video
talk to us

Leading Retailer Saves $3+ Million Annually with Expert 
Back Office Order Verification Team

Leading Retailer Saves $3+ Million Annually with Expert Back Office Order Verification Team

Industry

Retail

case studies
Retail-Backoffice-Case-Study-Image

Table of contents

  • Challange

Share

dOWNLOAD CASE STUDY
For the retail industry, fraud prevention continues to increase in importance. Not only do online orders present more opportunities for fraud, but criminals attempting it are more sophisticated than ever in their efforts to outfox cybersecurity measures.

The Challenge:

A major U.S.-based retailer wanted to build a strong back-office order verification team to augment its effectiveness at preventing fraud. Teams must:

  • Filter, review, and assess potential orders pre-identified as potential fraud
  • Be adept at identifying special fraud efforts related to gift cards and chargebacks
  • Continually monitor fraudulent activity and refine prevention processes

The Solution:

Over 7+ years, ResultsCX has become an innovative partner in preventing fraud for this retail client:

  • Creating a specialized candidate profile so that team employees are extremely effective in identifying and stopping fraud
  • Establishing an extremely skilled Philippines-based back office team that deeply understands clientโ€™s processes and cybersecurity environment
  • Nearly doubling the order verification team during peak retail season every year to ensure transactions are monitored in real-time
  • Recommending technology and tool upgrades for faster approvals and decisions, especially during volume spikes

The Results:

Over time the deeply client-embedded Order Verification Team has become extremely effective at identifying and preventing fraud:

  • 98% decision accuracy, above goal
  • 98% catch rate for fraudulent efforts, outperforming the internal team (95% catch rate)
  • $3 million saved annually for clientโ€™s bottom line
  • Progressed from 1% to .05% held rate for orders requiring manual review, demonstrating faster and more automated approval/disapproval of website transactions
  • Regular queue expanded to handle special projects queue, including secondary review for high dollar amount and trended purchases, cleaning up the orders link/fraud types and resolution, charge back third party cards, gift card irregularities, and bulk order fraud review

Related Case studies

Home warranty provider drives 23% faster resolutions and 50% conversions with seamless sales and service support

Case Study

April 30, 2025

US-based Entertainment Enterprise Lowers the Cost of Support and Improves Agent Performance by Implementing a Uniquely Creative Staffing Model

Case Study

March 7, 2025

Agile Workforce Strategies Propel Footwear Giant, Erasing Order Backlogs and Slashing $1.4 Million in Costs Annually

Case Study

June 10, 2024

Guiding CX Transformation: Crafting Technology Roadmap for Global Tire Manufacturer’s US Retail Network

Case Study

June 5, 2024

Leading Shoe Brand Tackles Customer Backlog, Ensures Peak Season Readiness, and Scales CX Operations to Support Growth

Case Study

May 31, 2024

AI-Enabled-Training-Drives

AI Enabled Training Drives 16% Retail Sales Growth for Home Delivery Food Retailer During Call Volume Surge

Conversational AI

Case Study

March 15, 2023

Gaming-Retailer-Boosts-NPS

Gaming Retailer Boosts NPS by 30% and CSAT by 17% During Holiday Rush with Conversational AI and Analytics

Conversational AI

Case Study

March 15, 2023

Retail-Giant-Reimagines-Agent-Training

Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%

Operational Excellence

Case Study

March 15, 2023

Leading-Retailer-Leans-into-Customer

Leading Retailer Leans into Customer Interaction Analytics to Improve CSAT by 91%

Customer Journey Mapping

Case Study

March 15, 2023

Retailer-Expands-Support-Channels-and-Availability-Increasing-Online-Sales-by-36%

Retailer Expands Support Channels and Availability, Increasing Online Sales by 36%

Omnichannel

Case Study

May 4, 2023

Have questions, or want to talk about working with us?

Letโ€™s talk
Case-Study-Bottom-section-svg
Home
Outcomes
Insights
Careers
ESG
About Us
Contact

ยฉ2023 All Rights Reserved. ResultsCX

Privacy Policy
Site Map