Rooster Teeth is kicking fraud out of the coop.

Murphy Geshwind, Customer Service Subject Matter Expert (CS SME) at Rooster Teeth, was tasked with rooting out the fraudsters from the legitimate customers. Murphy’s vast experience in customer service and technical support departments made them the best candidate for the job. 

Using the available built-in Shopify fraud prevention tools, Murphy would do frequent daily sweeps of incoming orders, researching those marked as “Medium” or “High Risk.” They found that most orders that were flagged as “Medium Risk” were classified that way due to a harmless typo or customer oversight. The “High Risk” orders often proved to be actual fraud, although there were many instances where legitimate orders were classified as “High Risk,” requiring Murphy to review every transaction to prevent false declines. 

Murphy would spend hours manually reviewing orders every week. They described the fraud problem as a daily chore and an ever growing challenge as the company scaled and criminals became more tenacious and creative. Weekends and late night hours were “a hope and a prayer” as fraudsters often took advantage of the lack of scrutiny during those time slots and the company’s reputation for expeditious processing and shipping schedules. Fraudulent orders sent to the warehouse were nearly impossible to retrieve and cancel, forcing the company to absorb the losses of fraudulent orders that failed to be caught in time.

The company’s entire fraud defenses rested solely in the hands of Geshwind, and on the rare occasion that they were unavailable, a manager would fill in. The fraud related tasks, which included hours of manual review, as well as responding to customer-initiated chargebacks was increasingly infringing on their primary responsibilities at Rooster Teeth.

The NoFraud Difference

After a 30 minute integration and NoFraud setup, NoFraud’s impact on Rooster Teeth was immediate. The solution instantly screened Rooster Teeth orders and only legitimate orders were pushed to fulfillment. The company was also able to remove a fraud filter blocking orders with mismatched billing addresses, enabling Rooster Teeth to ship out an additional $40,000 worth of product annually. Murphy has been entirely alleviated of the entire responsibility of reviewing suspicious orders and managing chargeback disputes. With the robust NoFraud system in place, chargeback rates have plunged, and when the occasional fraud chargeback does occur, NoFraud will automatically dispute the chargeback and reimburse Rooster Teeth for the full chargeback value.

“The peace of mind that NoFraud has afforded us is invaluable. I no longer need to stay up until 2AM anticipating fraud in every new order. Everything is completely automated and so effective at identifying the intention in every scenario. We have had zero issues with this system. The NoFraud team is a pleasure to work with, they have been amazing at explaining the solution and process, and have proved to be fully vested in our success.”

Murphy Geshwind