Super73 Case Study
Chargebacks managed by NoFraud
Lost to fraudulent transactions
Increase in customer engagement
SUPER73 was founded six years ago by a small team in southern California. Their head-turning electric bike designs spark the imagination and adrenaline of their mainstream fan-base, an approach that is garnering the attention of A-list and YouTube celebrities, professional athletes, fashion icons and more.
Doubling its company size in 2021, SUPER73 has quickly grown into one of the most recognizable electric vehicle brands in the world, boasting high-profile collaborations with global giants like Hot Wheels, Roland Sands Designs and Golf Wang, among others.
The Fraud Problem
2021 brought unprecedented growth to the company, with the team growing quickly alongside. With that growth came an increased focus on security, both for their customers as well as for their own protection.
This increased volume of business that could no longer be handled by Shopify’s perfunctory fraud prevention software, which provided very little input and insight into their processes and results. Chargebacks on the company’s high order value goods were also proving prohibitively costly.
SUPER73 recognized that it was time to better control their fraud analysis, and it was natural to include an enhanced fraud prevention solution to their overall IT stack.
While investigating the anti-fraud platform space, the company’s CTO came across NoFraud, which he ultimately selected due to its comprehensive chargeback guarantee. The ability to both interact with and integrate its software with their own, better control over the processes and results, as well as open communication with the NoFraud Team were also deciding factors.
One of SUPER73’s customer service directors shared how he previously worked with CyberSource, a popular rules-based fraud prevention solution. “With NoFraud, you get everything you would expect from a giant player, without the price tag,” he said.
Another director hailed the company’s exemplary customer service. “NoFraud is very proactive and collaborative, with a real can-do attitude,” he explained. “They have actual people with real names who we can call at any time to walk us through an issue we are experiencing…They are an extension of our SUPER73 team!”
Beyond the traditional customer service, SUPER73 was assigned a designated account manager, and their staff report regular interactions with NoFraud analysts, who personally reach out when a suspicious activity or transaction crops up. They also praised the advanced automation provided by NoFraud as reflected by its message system that tracks and shares important information. “They care about our goals as a business as well as our well-being,” reported a SUPER73 IT team member.
SUPER73 relies upon NoFraud for more than just fraud prevention. With worldwide demand for their product, the company will often receive orders from overseas, and NoFraud allows them to identify and control which freight forwarders they want to work with, and where they are willing and unwilling to ship their products.
They also depend upon NoFraud’s chargeback representment services for all chargebacks, not just for the fraudulent chargebacks, something that Cybersource did not provide. “They optimize the chargeback arguments that we win,” shared a senior SUPER73 manager. “That’s a force multiplier that is very valuable to us.”
Integrating with NoFraud was unbelievably quick and the implementation was seamless. Partnering with NoFraud has entirely alleviated SUPER73 of any fraud concern or liability. Their internal teams are relieved of threshold setting, score managing, tedious hours of manual review, and placating disgruntled falsely declined customers. In fact, SUPER73 is now reporting a 10% increase in customer engagement, which is a direct result of a customer service team untethered by fraud issues and available to interact on a more meaningful level with their customers.
NoFraud enables SUPER73 to return their teams’ focus to marketing and sales, while enjoying an increased transaction pass rate, which is a trademark of the NoFraud solution’s technology stack coupled with expert analyst oversight. Any chargeback that does occur is covered by NoFraud’s full financial guarantee, and even issues such as “Items not delivered,” or “Defective merchandise,” are handled by NoFraud’s skilled team of chargeback resolution managers. NoFraud’s impact on SUPER73’s bottom line has been good from day one and gets better with every passed transaction.
“NoFraud proactively understands our strategic imperatives, and they function in a real tactile kind of manner, which is extremely important to us. At every level, NoFraud was able to bring to the table everything we wanted. From my perspective, as well as from our executives, NoFraud is doing a really great job.”Doug Pearce
SUPER73 Director of Customer Services, US & Europe
Book NoFraud Demo Today
See Our Accurate Real-Time Fraud Screening for eCommerce in Action