The ability to buy online, pickup in store (BOPIS) is a convenience many consumers are taking advantage of. Inevitably, fraudsters are also capitalizing on the faster pace of BOPIS sales in the knowledge that companies simply don’t have much time to review orders if they want to maintain the fast SLAs their legitimate customers want.
ChargebackOps, a chargeback management company, is fighting BOPIS fraud in real time by offering their clients dedicated agents who can make high quality review decisions that keep pace with shortened SLA timeframes. Their key? The Ekata Pro Insight manual review solution and a near real-time response. Using the ChargebackOps notification system, their team is immediately made aware of a BOPIS order, and together with the Pro Insight, they can approve or reject the order within minutes.
When an agent first pulls up a BOPIS order in their system, they click a Ekata deep link built into the page, which initiates a review of a phone number, customer billing address, and IP address. These details, combined with other factors such as Address Verification System (AVS), Card Verification Value (CVV), and order history, help agents make decisions quickly.
Because time is of the essence, it’s critical that agents have high-quality information at their fingertips as quickly as possible. Since implementing Pro Insight, they have managed to shorten review times by 37%, ensuring that their clients can keep their legitimate customers happy while shutting out fraudsters.