Signifyd

Your most loyal customers are often the ones you penalize without realizing it. Jason Ma of 17Track tied this directly to how brands handle refunds in a recent conversation with Ellie Ronning host of the Digital Edge podcast. If a customer trusts you enough to buy and return, the last thing you want is to make them wait. A refund that takes 14 or 20 days feels like forever. Sometimes those days are measured in business days, which stretches the wait even further. By the time the money hits their account, they have forgotten what it was even for. The best merchants are solving this by treating returns the same way they treat approvals: with intelligence. Knowing who your best customers are and automatically fast-tracking them through a frictionless experience is what separates a returns program that builds loyalty from one that quietly destroys it. Catch the full conversation between Jason and Ellie Ronning in the comments below.👇

You may have received a notification from ASOS about its recent data breach. And many of us will remember the disruption caused by the cyberattacks on retail brands last year. Fashion’s cybersecurity challenge is not simply a question of defending the perimeter. It reflects a tension in eCommerce that the same connected systems and frictionless experiences that enable growth can also expand the attack surface. Speaking to Tom Matsuda at The Stack, our Director of Risk, Xavier Sheikrojan, examines why brands are particularly exposed and how AI is enabling fraudsters to launch convincing attacks at scale. https://lnkd.in/g_PjVVPH

Massive spikes in card testing attacks during the holiday season feel like they show up overnight, but really they've been months in the making. Organized fraud rings and small-time fraudsters alike leverage AI to mass produce hundreds or even thousands of fake accounts at a time. Then, they let them sit, untouched, just long enough to make them look legitimate and fly under the radar. Then, right as holiday volume spikes, those accounts get sold off and used for card testing attacks all at once and fraud teams find themselves battling an influx of attacks during the busiest time of the year. This isn't something new, but it’s something fraud and risk teams struggle with every holiday season. Join us on November 4th for our Crimes & Cocktails holiday webinar, where our fraud experts Simon Hunter and Steven Ng will walk through four real fraud schemes that plague fraud teams every year just like this example, along with the detection and prevention tactics teams can implement now before volume hits. Register using the link in the comments section below. 👇

Restoring a retail website is only the first step after a cyber incident. News of PHP vulnerabilities have raised concerns about widespread disruption. But if customer data or login credentials are compromised, the fraud risk can persist long after services return to normal. Our Director of Risk, Xavier Sheikrojan, spoke to eCommerceNews, explaining how stolen information can fuel phishing and account takeover attempts in the weeks that follow, particularly as retailers enter the high-volume Peak trading period. The challenge is spotting connected signs of suspicious activity without adding friction for genuine customers. Read his full analysis: https://lnkd.in/ezxDq3BR

Last month we debuted our FLOW Forum event, bringing ecommerce leaders across many industries together to discuss today's challenges and the future of commerce. Over sixty merchant executives joined us in New York. No big stage, no expo floor, just two days of intimate conversations in rooms small enough to ensure that the right conversations happened with exactly the right people. Those conversations left a lasting impact and will help shape the product advancements we're building now. Thank you to everyone who joined us in the sky at One World Trade. #ecommerce #FLOWForum

We are excited to celebrate three incredible Signifyers this month for our October #EmployeeOfTheMonth award! Congratulations to Shayna Howitt, Lauren Williams & Zachary Graner🙌 ▪️ Shayna is a Staff Machine Learning Engineer who consistently brings innovative solutions and strong collaboration to complex challenges. From advancing machine learning initiatives to improving processes and driving cross-functional alignment, she has a remarkable ability to turn ambitious ideas into meaningful results while bringing teams together along the way. ▪️ Lauren, a Senior Implementations Manager, and Zak, a Senior Solutions Architect, have made an incredible impact through their partnership on complex customer initiatives. Together, they've navigated technical challenges, streamlined implementations, and delivered exceptional outcomes ahead of schedule. Their expertise, dedication, and seamless collaboration have strengthened customer relationships and made a lasting impact across the business. 🏆 We're also excited to recognize our October #ValuesVIP winner:  ▪️Srikar N., who exemplifies our core value: “Roll Up Your Sleeves” Congratulations to all of our October honorees! We're so lucky to have you on our team! #SignifydDNA

“This wasn’t one isolated spike. We saw the pressure really building up month after month.” That’s Xavier Sheikrojan, Signifyd's Director of Risk Management, describing what account takeover data looked like across our network earlier this year. Xavi’s back on next Wednesday, October 28, for the next session in our Fraudcast holiday prep series with an agenda built for ecommerce fraud and risk leaders getting locked in for the final stretch before Cyber Week. During the session he'll cover: ✔️ Spotting an attack while it’s happening instead of the next day ✔️ Why account takeover often hits before checkout fraud does ✔️ How card testing hides inside legitimate holiday traffic ✔️ Building your war room before you need it Link in the comments to add the session to your calendar. 👇

Who likes talking about diminishing demand in their business? Um, nobody? But, of course, talking about it is the first step in solving it. OK, second step. First you have to know it’s happening. And it turns out the early signs are not always the obvious signs. Forbes recently surveyed its Business Council, including Signifyd’s Nicole Jass, and came up with 19 ways business leaders can spot weakening customer demand before it becomes a crisis. Nicole, Signifyd’s SVP, Enterprise Strategy, says it’s important to look at the metrics under the metrics. The top-line looks steady or falling just a bit behind? But what about the consumers delivering those numbers? Are their numbers growing? Is it a dwindling number that are spending more, for now, anyway? Is that sustainable or is demand about to crater? Check out the Forbes piece for a series of trouble signs. No matter your industry, you’ll find something in there that will help. The story link is in the comments section. 👇

A zero percent return rate is not a flex. It is a red flag. This is especially true heading into peak season. The volume of orders you ship in November and December will come back to you in January. How you handle that moment determines whether those customers shop with you again or quietly move on. When a customer buys, returns and walks away feeling good about the interaction, they come back. They already know your product. They already trust your brand. The return was not a loss. It was a touchpoint. The merchants winning on retention right now are the ones who have figured out that every part of the customer journey, including the return, is an opportunity to deepen the relationship. Make it easy. Make it pleasant. Make it feel like the brand experience they signed up for. The ones losing are the ones still treating returns as a cost to minimize rather than a moment to invest in. Jason Ma of 17Track has spent over a decade in retail tech, including time at AfterShip and Narvar, and has seen the post-purchase experience from just about every angle. He recently joined host of the Digital Edge podcast Ellie Ronning to talk about how the most forward-thinking merchants are turning returns into a revenue center. Full episode link in the comments. 👇 #ecommerce #retailstrategy #customerexperience #returnsmanagement #TheDigitalEdge #Signifyd

Roughly 73% of declined orders come from good customers, according to Signifyd data. That’s revenue you already paid to acquire, walking out the door right before peak season. Nicole Jass, SVP of Enterprise Strategy at Signifyd, recently joined host of the eCommerce Fastlane podcast Steve Hutt to explain why. Fraud is a two-sided problem. Lean too hard on stopping it and you turn away good customers. Lean too hard on approving everyone and fraud gets through. The goal is fewer mistakes in both directions. What else they cover: → Fraud pressure is growing 38% year over year while same-store ecommerce is up just over 8% → How card testing works, from a $1 donation button to dormant customer accounts → Where fraud shows up beyond checkout: account takeover, loyalty points and returns → How AI shopping agents change the question from “is this a bot?” to “is this a good bot?” → How to keep returns generous for your best customers and add friction only where it’s needed Full episode in the comments 👇