Overcoming Fraud Losses & False Declines at Scale
Samsonite Mexico needed a fraud prevention partner that could eliminate costly chargebacks without damaging the customer experience. According to Ecommerce Director Cristian Campos, traditional fraud tools often “err on the side of caution,” leading to false declines that block legitimate customers and suppress revenue.
For a global e-commerce brand like Samsonite, preventing fraud could not come at the expense of customer trust, loyalty, or long-term growth.
Why False Declines Are a Critical Ecommerce Risk in Mexico
False declines present a significant challenge in the Mexican e-commerce market. In ClearSale’s most recent international online shopper survey, nearly 48% of Mexican consumers reported experiencing an order decline in the past 12 months. That's almost double the 25% average across consumers in Mexico, the United States, Canada, the United Kingdom, and Australia.
The business impact of false declines goes beyond lost transactions:
- 44% of Mexican consumers said they would never shop again on a website that declined their order
- 45% said they would post a complaint on social media
Each false decline introduces a boycott risk, reducing customer lifetime value and diminishing return on marketing spend — in addition to the immediate revenue loss from rejected legitimate orders.
ClearSale’s Intelligent Fraud Guard: More Approvals, No Chargebacks
ClearSale’s Total Guaranteed Protection eliminated fraud-related chargeback costs for both Samsonite and Tumi in Mexico. At the same time, ClearSale significantly increased order approval rates by reducing false declines through a balanced approach combining:
- AI-powered order screening
- Advanced secondary review by fraud specialists
This approach allowed Samsonite to approve more legitimate orders without increasing fraud risk.
With ClearSale, Samsonite Mexico gained:
- More than 20 years of fraud prevention expertise across the world’s most dynamic and complex e-commerce markets
- Fraud screening tailored to Mexican consumers, including local shopping behaviors and preferred payment methods
- Complete protection from fraud-related chargeback costs
- Improved customer experience and higher revenue driven by fewer false declines
- A strategic partner focused on e-commerce growth and customer experience optimization
“This year we expect to reach 7.5%, and we’re forecasting growth to 9 or 10% in 2024,” Campos said. “ClearSale’s performance and their willingness to share their expertise to protect our business makes me feel confident that ClearSale is not just a vendor but a valuable partner.”
Higher Approval Rates + Full Chargeback Protection = Ecommerce Success
Within four months of implementing ClearSale’s Total Guaranteed Protection, both the Samsonite and Tumi ecommerce sites experienced:
- Higher average order approval rates
- Complete elimination of fraud-related chargeback costs
The impact was especially clear during Mexico’s annual Hot Sale ecommerce event, a week-long promotion featuring major global and local retailers.
“During the most recent Hot Sale, the approval rate on samsonite.com.mx through our payment gateway was 80%, but ClearSale was able to increase it to 96%, and while on tumi.com.mx we reached 100% approval,” Campos said.
