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Industry insights by ClearSale

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.”

– Steve Jobs

Living and breathing the
Customer Experience
is part of our DNA

Business design team, segment-specialized fraud-analysts,
multi-language, multi-cultural, 24/7

Having more than 17 years of experience with global
leading luxury and fashion brands
, ClearSale goes beyond
transactions and build upon experiences

It's important to think about your fraud strategy as part of your business strategy, not only about fraud prevention

Exclusive customers,
a special
market

Retailers who sell luxury products face unique, high-stakes challenges in combatting CNP fraud. Celebrities, influencers, and other well-to-do shoppers want the best jewelry, handbags, and designer clothing — and so do fraudsters.

A real test of fraud prevention

  • Customers who expect flawless service.
  • Expensive products.
  • Small packages.
  • Fashion has an in-demand resale market.
  • Friendly fraud is increasing.

Luxury retailers have fewer chances than mass-market retailers do to get fraud screening right

That’s because high-end merchants typically process fewer transactions at higher ticket values than mass-market sellers do. After all, how many people will buy a $5,000 handbag in a given month?
That means that every transaction matter.
Clersale understands

ClearSale is absolute leader in the fashion and luxury industry, by holding 85% market share in Brazil, one of the top 10 largest luxury markets in the world, ands supported by leading brands worldwide:

market

It's not only about avoiding fraud.  False declines are another Risk.

Fraudulent transactions are at an all-time high due to EMV adoption, implementation of digital wallets, and account takeovers as result of continued large data breaches and cyber attackers moving to the cloud.

However, there's another important cost that sometimes people forget about: the false declines due to suspected fraud. They already cost US merchants $118 billion per year. For some segments, this is up to 20 times more the fraud costs.

Overly cautions attitudes will not be explicit as a P&L expense line, however this can be even more financially and reputationally damaging than the fraud itself.

82%

of cardholders who experience a false decline feel inconvenienced, embarrassed, or irritated.*

40%

of falsely declined cardholders abandon the card in question.**

32%

of falsely declined cardholders never shop with that merchant again.**

Source: *Business Insider Intelligence | **Javelin Strategy & Research

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Unique behaviors ask for a unique approach

Automated declines based on assumptions designed for mass-market retailers are not recommended for luxury retailers. ClearSale, by construction, offers the highest approval rates and lowest false positive rates in the industry.

How can we offer higher approval rates? Unlike our competition, we do not automatically decline orders, so transactions are never incorrectly declined. We work to maximize automatic real-time approvals and minimize false positives, supported by the right technology and a manual review methodology to maximize approvals with SLA to support a positive customer experience.

ClearSale has the largest manual reviewing team in the world, with more than 700 fraud analysts, guaranteeing timely decisions and the flexibility to deal with sales volumes for every client.

And we know the best practices to beat fraud

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We work to prevent fraud losses
while securing a good customer
experience for your clients.

We keep contact and never, never decline an order automatically

Automated declines based on assumptions designed for mass-market retailers are not recommended for luxury retailers, in part because they eliminate the opportunity to reach out to customers by phone, and in part because so many high-end shoppers have lifestyles and habits that send up “red flags” from the mass-market perspective.

We keep contact and never, never decline a order automatically

Automated declines based on assumptions designed for mass-market retailers are not recommended for luxury retailers, in part because they eliminate the opportunity to reach out to customers by phone, and in part because so many high-end shoppers have lifestyles and habits that send up “red flags” from the mass-market perspective. 

Monitor customers’ shopping and browsing behavior

These customers may order online or over the phone while they’re talking to a clerk.The merchant must have a way to screen these purchases without the fraud-screening data points they typically collect from site navigation.

Minimizing Fraud Exposure

Because of the potential value of a single piece of merchandise, screening every transaction is important. Missing even one fraudulent transaction can result in significant financial repercussions for the merchant. A comprehensive protection strategy can help jewelry retailers grow a stronger business.

VIP consumers expect flawless service and above-the-average experience

One best practice is to initiate phone contact with customers to verify their orders in a non-threatening, relationship-building way. That means having a pleasant customer-service staffer calling at the appropriate time of day, speaking the right language, and making customers feel cared for rather than interrogated.

ClearSale is a multinational company whose mission is to stop fraud without affecting the customer experience. Moreover, we deliver real-world solutions that put you back in control of your business.

Our experience speaks for itself

17
years

in business

99%

Customer
retention rate

2500+

direct clients

150+

countries accepting
orders every day

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You don’t have to take our word for it. See the results of focused expertise through real-life stories from ClearSale clients like you:

trustpilot
gartner

What our customers say

Contact us now and protect your revenue from fraud

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Retailers who sell luxury products face unique, high-stakes challenges in combatting CNP fraud. Celebrities, influencers, and other well-to-do shoppers want the best jewelry, handbags, and designer clothing — and so do fraudsters.

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