Case Study:James AllenJames Allen provides luxury jewelry shopping
for the online consumer. That includes ensuring
a seamless customer experience - which means
frictionless fraud prevention.

Results:

99% 1.5%
Approval rate

21%

False positive
improvement

The problem
Diamonds are a fraudster’s best friend: these valuable, easily resold
items have evergreen appeal, never going out of fashion. They’re
perfect for an online criminal with an eye on their personal bottom
line.
James Allen was fully aware of this risk, and equally aware of what it
could cost: high value goods mean that each successful fraudulent
transaction represents a significant loss. The company assembled ahighly skilled team of fraud analysts to guard against the fraudsters.
While the fraud team was extremely successful at blocking fraud
they were also turning away good business and causing customer
friction at checkout. Tight fraud rules meant lower approvals and lost
sales, and took the shine off the customer experience.
James Allen felt that friction was not appropriate for the customer
experience associated with their luxury brand. They wanted toeliminate both calls to customers to validate their identity andrequests that customers provide further identifying information.

SmoothCheckout
experience

15%

Chargeback
improvement“Forter surpasses ourexpectations. It’s fraud
prevention that equals
growth, with higher
approvals and seamlesscheckout.”
Eileen Thomas,Operations, Logistics andRisk Management

Case Study: James AllenJames Allen needed to leverage the high-tech possibilities ofmodern fraud prevention to block fraud without affecting theirlegitimate customers.

The solution
James Allen started using Forter’s Decision as a Service™
technology, which uses machine learning continually refined byhuman expertise to get instant approve/decline decisions forevery transaction. The team used these real-time decisions as
a superlative fraud detection tool, and were delighted with theaccuracy and high approval rates the system provided.
Additionally, Forter’s ability to evaluate transactions from anywherein the world on both a global and a local level complemented theinternational profile of James Allen’s business and customers.
The company was happy to keep relying on their excellent fraudteam, so they didn’t feel the need to take advantage of the full
package Forter offers. Being confident in their ability to keep
chargebacks to a minimum, they didn’t want to sign up for Forter’s
100% chargeback guarantee.
What they did want was the frictionless feel that Forter’s system
brought to their purchase process: faster confirmations forcustomers, no concerns about backlog during busy periods, and no
more buyers irritated by, and even canceling because of demands
for more identifying information.

The result
James Allen is delighted with the results of using Forter’s
technology as a fraud detection tool. Friction is massively reduced
both internally and for their customers, while approvals, which werehigh to start with, have actually improved by 1.5%, contributing
directly to the company’s bottom line.
Leveraging Forter’s system has led to a huge improvement inefficiency and a reduction in stress internally, and made it far easierfor the team to cope with holiday shopping spikes. Moreover, itmeans a far faster, more seamless purchase experience for James
Allen’s customers.

About James AllenJames Allen specializes
in high quality diamonds
and stunning jewelry
designs both classicand modern. Customer
experience is everything- from 360 degree viewsof beautiful diamonds, to24/7 chats with diamondexperts, to the ability foreach customer to create
their perfect ring, James
Allen aims to exceed
expectations in every way.
Visit
www.jamesallen.com for
more information.

“We hold ourselves to avery high standard whenit comes to customer
experience. Thanks toForter, our checkout
process is now as frictionfree and seamless as therest of the site. Instead ofbeing frustrated by delays
or irritated by requests forfurther information, ourcustomers receive thetrue luxury experience.”
Eileen Thomas,Operations, Logistics andRisk Management

Case Study: James Allen

Even more crucial for James Allen, customers are no longer
bothered by calls for extra information. The fraud team know they
can rely on the accuracy of Forter’s system, which pulls data fromnumerous sources and uses technology including behavioral
analysis, cyber intelligence and elastic identity.
For James Allen, fraud prevention has now become scalable, andthe customer experience at checkout now matches and contributes
to the high quality shopping experience they provide.

Frictionless fraud preventionJames Allen’s challenge was to meet and even surpass theexpectations of the luxury buyer. This was no easy feat when it
came to fraud prevention - their excellent fraud team couldn’t help
introducing friction into checkout through time-consuming manual
reviews and intrusive requests for further information.

“The difference to our
fraud team is felt everyday. Forter’s real-timedecisions are a fantastic
tool - they simply remove
the stress from the review
process. And best of all,we can process moreorders with less effort
during those busy holidayperiods.”
Eileen Thomas,

Using Forter’s cutting edge technology as a high powered fraud
detection tool has allowed them to take their checkout to the samelevel as the rest of the website.
For James Allen, ideal customer experience is now the norm - atevery step of the purchase process.

Case Study: James AllenAbout Forter
Forter provides new generation fraud prevention to meet thechallenges faced by modern enterprise e-commerce. Only Forter
provides fully automated, real-time Decision as a Service™ fraud
prevention, backed by a 100% chargeback guarantee. The systemeliminates the need for rules, scores or manual reviews, making
fraud prevention friction-free.

More Info
For more information about
Forter, please visit ourwebsite:www.forter.com
or contact us at
info@forter.com

The result is fraud prevention that is invisible to buyers andempowers merchants with increased approvals, smoother checkout
and the near elimination of false positives - meaning more sales andhappier customers.
Behind the scenes, Forter’s machine learning technology
combines advanced cyber intelligence with behavioral and identity
analytics to create a multi-layered fraud detection and decisioning
mechanism.

Case Study: James Allen