Retail fraud management

From risk to resilience:
Stopping fraud in its tracks

Digitally influenced and outcome driven CX solutions

Retail fraud is skyrocketing, driving down customer satisfaction, damaging brand reputation, and costing retailers billions each year. Perpetrators are constantly evolving their tactics, making it even harder for companies to stay ahead.

ResultsCX teams up with some of the biggest names in retail, consistently delivering standout results and earning recognition with awards like “Most Trusted Partner” and “Most Innovative Partner.” Our specialized and highly skilled fraud monitoring and prevention team focuses on detecting and preventing fraudulent activities while enhancing the customer experience for our clients.

Protecting your business from every angle

We’re all about staying ahead of fraud trends that impact your business. Our dedicated team works hand in hand with your team to keep up with the ever-changing retail fraud landscape. We get that managing fraud risk is a continuous effort, and we’re here to provide the knowledge and resources you need to effectively prevent various types of fraud and protect your business.

Organized fraud

Perpetrated by sophisticated international cybercrime groups.
Targets digital products or employs mules for physical merchandise through schemes like auction triangulation or reshipper tactics.
Utilizes advanced anonymization methods (e.g., VMs, proxy layering).
Comprises career criminals linked to the dark web.

Semi-organized fraud

Conducted by domestic groups, often focused on specific urban areas.
Employs a mix of basic and advanced evasion techniques, rarely using personal information.
May hire "runners" to receive items, utilizing multiple stores or addresses.
Commits fraud with the intent to sell for profit.

Unorganized fraud

Involves individuals or small groups not professionally engaged in fraud.
Unsophisticated tactics, often using personal information to receive items.
Purchases items for personal use, often targeting low resale value products.
Targets victims in proximity, including relatives or associates, and may have legitimate purchase histories with retailers.

See how our expert back-office teams saved a leading retailer $3 million annually

Challenge

The retailer faced significant operational inefficiencies in order verification, leading to missed fraud detections and revenue losses.

Solution

ResultsCX implemented an expert back-office team, leveraging advanced technology and processes to streamline order verification and enhance fraud detection.

Results

The retailer achieved $3 million in annual savings, improved operational accuracy, and faster order verification processing.

How we make it happen

Our comprehensive framework seamlessly aligns our team, processes, and technology, improving agent speed to proficiency and lowering attrition rates, in turn delivering outstanding outcomes.

Specialized hiring profiles

Each team member is selected based on qualities indicative of successful investigators.

Knowledge of basic credit terms, practices, and processes
Experience supporting credit products/services in retail or banking (back-office operations or fraud evaluation)
Strong analytical and problem-solving skills
Efficient judgment and informed decision-making abilities
o Data handling and manipulation skills for fraud analysis

Seamless seasonal scaling

Our ‘Bring Backs Program’ ensures successful scaling for seasonal fraud prevention by retaining a pool of experienced agents who return annually. This approach boosts employee retention and provides a reliable solution to the typical challenges of a temporary workforce by offering supplemental employment to right-fit agents.

Training and operations

Our training adapts quickly to emerging fraud trends, emphasizing

Partnership with clients to tailor training to their customer profiles
Best practices for fraud identification and prevention
Assimilation of nuances in US customer behaviors for accurate fraud detection

Best practices include

Regular updates on client-specific terminology and practices
Client product training conducted by knowledgeable program supervisors
Focus on retail specifics, shipping practices, and the nuances of US buying culture