Rue La La parent Rue Gilt Groupe identifies high-risk refund claims
An off-price luxury e-commerce retail company is integrating real-time policy abuse alerts into its customer service interactions.
Rue Gilt Groupe, parent of membership-based e-commerce retailers Rue La La and Gilt (both banners offer free basic membership as well as paid premium option), is deploying risk-aware identity intelligence technology from Riskified, including the Policy Protect solution.
By integrating Riskified’s real-time identity risk scores directly into its customer service workflows and Zendesk service console, Rue Gilt Groupe is helping customer service agents to distinguish between legitimate claims and fraudulent requests from professional abusers in real time.
The Riskified platform leverages an identity engine that parses more than 5 billion historical transactions across its global retailer network to help identify unique individuals behind every email, order, account, address, claim, and phone number.
When a customer contacts Rue Gilt Groupe’s service center with a refund claim or a high-risk request such as a package reroute, customer service agents are provided with a real-time identity risk score providing immediate visibility into risk signals and the trustworthiness of the individual behind the request.
[READ MORE: Survey: E-commerce leaders seek balance between customer experience, fraud prevention]
“When you know exactly who you’re dealing with, you no longer have to choose between protecting the business and delighting the customer,” said Maria Vargas, senior VP of member experiences at Rue Gilt Groupe. “Riskified’s identity intelligence improves our ability to do both. By bringing Riskified’s risk and identity insights directly into our Zendesk service console, we are giving our frontline teams the confidence to fast-track our most valuable members for instant resolution, while applying the necessary friction to deter serial abusers who hide behind fake or stolen accounts.”
Riskified analysis indicates that 13% of identities with multiple claims have activity across more than one retailer and those identities are associated with 7x more accounts on average than identities with no claims.
“The future of retail hinges on delivering fast, exceptional experiences to loyal customers while protecting against increasingly sophisticated abuse,” said Jeff Otto, chief marketing officer at Riskified. “Our partnership with Rue Gilt Groupe represents the next evolution of customer experience. With risk-aware identity intelligence, service teams, both human and AI, can instantly reward trusted customers and accelerate resolution, while stopping bad actors.”
Rue Gilt Groupe is an-price e-commerce portfolio company with more than 35 million members operating two complementary brands, Rue La La and Gilt.
