Protecting millions in revenue and disrupting casual fraud and organised criminal exploitation in global eCommerce.
CASE STUDY
The Challenge
A global luxury eCommerce retailer operating across multiple regions was experiencing multiple, interconnected fraud and abuse issues, including:
- Missing orders and returns fraud, including organised criminal group (OCG) activity
- Rising chargeback fraud and disputes
- Wardrobing abuse
- Internal misuse of staff discount programmes and product reselling
- Limited visibility across customer and staff risk
- Exposure to external criminal networks leveraging the business
Our Approach
We deployed a structured, intelligence-led loss prevention framework, including:
- Behavioural analysis at scale to identify suspicious activity
- Network mapping to uncover linked fraud actors and organised groups
- A structured investigation framework to standardise detection and response
Actions Taken
- Identified high-risk patterns across customer and internal activity
- Detected and investigated an external fraud network linked to organised criminal groups (OCGs)
- Prevented the business from being exploited for money laundering and counterfeit goods activity
- Designed and implemented a global fraud reporting system
- Introduced continuous monitoring of staff abuse and internal threats
- Conducted investigations leading to disciplinary action and dismissals
- Implemented improved controls, processes, and methodologies across the business
- Built robust case outputs to support enforcement and decision-making
Results
- Delivered multimillion pound revenue protection through loss prevention activities
- Achieved a significant return on investment on fraud and loss prevention services
- Reduced repeat fraud incidents
- Prevented large-scale external criminal exploitation
- Improved decision-making through enhanced visibility
- Strengthened customer trust and brand protection
- Reduced reputational risk
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