Compressed abuse: How Nordstrom levels up its fraud and abuse solutions to enhance customer experience

Zipping UpAbuse How Nordstrom layersForter’s fraud and abusesolutions to refine their “ Forter has been able to make decisions incredibly quickly and accurately— increasing sales and customer satisfaction and reducing operational — Chris Beaudoin, Director Fraud, Risk Program, E-Commerce T H E C H A L L E N G E A hallmark of their customer experience initiativesis their gift with purchase program — a perk thatis not only popular with shoppers, but also policyabusers and fraudsters. Without preventive fraudand abuse measures in place, Nordstrom didn’tknow if loyal shoppers or fraudulent resellers were Nordstrom has helped people express their stylefor over a century, providing best-in-class shoppingexperiences along the way. As e-commerce gainedtraction, Nordstrom knew they needed to transform As a physical brick and mortar store with a digitalcommerce presence, Nordstrom needed to find a wayto address work and data siloes in order to protect the T H E S O L U T I O N generating tens of millions in incremental revenueper year. Forter also protects multiple touch pointsacross Nordstrom’s customer journey in order toimprove the customer experience. This includes In Forter, Nordstrom found what they needed.Nordstrom uses Forter together with Salesforce andAWS — both long-standing Forter partners — to Forter offers Nordstrom the opportunity to not onlyfight policy abusers in their gift with purchase programbut across the whole shopping experience. Byblocking abuse from likely resellers, Forter not only These initiatives not only safeguard customertrust and protect revenue, but they also allowNordstrom’s fraud team to focus their time on But the savings don’t stop there. Because of Forter’sfraud decisioning accuracy, the Nordstrom team is Fraud ManagementSolutions: Dressing DownChargebacks Drawing Up NewPlans ModelingSuccess Fraudsters often usechargebacks to takeadvantage of retailers,but with Forter,Nordstrom has seentheir chargeback rate While working together,Forter’s AnalyticalServices identifiedthat Nordstrom couldfurther optimize theirchargeback budget Nordstrom hasrecovered lost revenuethrough Forter’s fraudand abuse preventionsolutions, using AI andidentity intelligence +$1.4M/monthChargeback budgetoptimization revenue lift “ Forter has freed up our time and capacityto focus on strategy — not firefighting.With Forter, we can harness all our data — Christine Deibel, SeniorProgram Manager, Fraud About Forter Forter is the Trust Platform for digital commerce.We make accurate,instant assessments of trustworthiness across every step of the buyingjourney. Our ability to isolate fraud and protect consumers is why Adobe,ASOS, eBay, Instacart, Priceline, Nordstrom, and many more leaders across