85% of e-commerce professionals say balancing fraud prevention with customer experience is one of their biggest challenges.

85% of e-commerce professionals say balancing fraud prevention with customer experience is one of their biggest challenges.

I don’t think that’s the problem. The bigger problem is that most online merchants don’t know whether they’re getting that balance right in the first place.

They know how many chargebacks they received, how many orders were blocked, and they might even know their fraud rate. But ask questions like…

• Which fraud acts are preventing fraud?
• Which ones are blocking legitimate customers?
• How much revenue are false positives costing us?
• Has fraud changed, or has our strategy stopped keeping up?

Most businesses don’t have an answer.

So a fraud attack appears, a new act gets added, chargebacks increase, and another act gets added. A few months later, the fraud console is full of acts that nobody wants to touch because nobody knows what they’ll break. That’s just a collection of reactions.

The best fraud teams measure how well they’re balancing fraud, customer experience, and revenue. Stopping fraud is only half the job. The other half is making sure you’re not stopping your best customers.

If you want a clearer view of how your rules are performing — and where false positives may be costing you — book a walkthrough or join our free webinar.