Signifyd helped Natural Baby Shower cut fraud costs in half

Natural Baby Shower’s rapid growth brought new operational challenges, with revenue nearly doubling each year for three consecutive years and order volumes increasing significantly alongside it. As fraud also increased, the customer service team found itself spending 15% of its time manually reviewing high-value orders, using time-consuming checks to determine whether customers were genuine. Despite that effort, fraud and chargebacks continued to get through, while concerns about fraud also meant the business risked turning away legitimate customers and losing valuable revenue.

• Rapid ecommerce growth increased both order volumes and fraud exposure.
• Customer service spent 15% of its time manually reviewing high-value orders.
• The business faced fraud losses while potentially sacrificing legitimate revenue through false declines.

Vaughan evaluated several fraud prevention providers before choosing Signifyd, integrating Guaranteed Fraud Protection to automate order decisions and remove the need for his customer service team to manually review high-value transactions. By assessing orders in real time and financially guaranteeing approved orders against fraud, Signifyd gave Natural Baby Shower the confidence to accept legitimate customers that Vaughan may previously have declined, while also removing the financial risk associated with those decisions. For Vaughan, the business case extended beyond reducing chargebacks, with the potential to recover legitimate revenue and return valuable time to his customer service team.

• Automated fraud decisions and removed the need for time-consuming manual reviews.
• Guaranteed approved orders against fraud, removing the financial risk of accepting them.
• Gave Natural Baby Shower the confidence to approve legitimate orders it may previously have declined.

With Signifyd, Natural Baby Shower cut its direct fraud costs in half while increasing its order approval rate to 99.6% and eliminating fraudulent chargebacks entirely. Removing manual fraud reviews also freed the customer service team to focus on supporting customers rather than investigating suspicious transactions, giving the business greater operational capacity as order volumes continued to grow.
Vaughan says he appreciates the way Signifyd views merchants as something more than just a customer with whom to conduct a transaction.

That scalability became particularly important during seasonal peaks, with Natural Baby Shower processing around 9,500 orders during Black Friday week, compared with approximately 3,000 orders in a typical month. With fraud decisioning able to scale alongside demand without adding additional manual work, the retailer could manage dramatic increases in order volume while continuing to approve genuine customers, contributing to 70% year-over-year sales growth.

• Increased order approval rates to 99.6% while eliminating fraudulent chargebacks.
• Cut direct fraud costs in half and removed manual reviews from the customer service team.
• Scaled through 14x normal order volumes during Black Friday while supporting 70% year-over-year sales growth.

With Signifyd reducing the operational burden of fraud management and freeing the customer service team from manual reviews, Natural Baby Shower can focus more of its attention on strengthening the experience it delivers to customers and building long-term loyalty. As the business continues to grow, investing in exceptional service rather than relying on discounts gives Natural Baby Shower the opportunity to deepen customer relationships while maintaining the confidence to manage fraud and changing order volumes behind the scenes.