How Diane von Furstenberg soared internationally while cutting its chargeback rate.
6%approval rate lift
100%reduction in chargeback costs
Meet Diane von Furstenberg
Fashion legend Diane von Furstenberg founded her eponymous line in 1972. It has since become a globally recognized luxury fashion brand celebrated for its creative approach to color and pattern. Renowned for its iconic wrap dress and signature prints, DVF now offers a full collection of ready-to-wear and accessories and has established itself as a leader of feminine silhouettes in the fashion industry.
Headquartered in New York City, DVF has a global distribution network in over 70 countries with more than 875 points of distribution, including 111 DVF-owned and partnered stores throughout North and South America, Europe, the Middle East, and Asia Pacific. As the brand increases its online presence, it continues to look for ways to optimize its digital channel into an even stronger revenue generator.
“We were interested in Riskified because their automation would allow our customer service team to proactively assist our customers and drive sales over the phone to help DVF grow.
When they told us we could achieve a higher approval rate, that was an easy decision for us ...”
DVF is a luxury brand selling premium products, but their fraud solution wasn’t keeping pace. Their manual review team called customers to verify orders, adding unwanted friction to the process. Manual review slowed order delivery, with order queues building outside of business hours. Meanwhile, fraud prevention blacklists blocked shoppers from certain countries from purchasing DVF’s sheaths and signature wraps. With international growth in mind, the company sought to eliminate customer friction and lift approval rates.
“We were reliant on solutions that weren’t keeping up with our needs, and it was hurting the experience that we were able to provide our customers..”
Choosing a solution
DVF initially chose Riskified in order to automate fraud management. But since going live, the company has also been able to optimize its operations, increase approval rates, and eliminate the cost of fraudulent chargebacks. DVF removed the blacklists that blocked revenue from global markets and has streamlined the verification process – both internally and for customers. With Riskified’s scalable solution, the fashion house has been able to devote valuable time and resources previously expended on order review toward greater business growth and improved customer satisfaction.
More efficient operations
- Staff rededicated from fraud review toward revenue-generating tasks
- Improved shopping experience and a streamlined order verification process
Higher approval rates
- Removal of international blacklists & fraud rules that blocked good customers
- Promised approval rate increase from 92.5% to 95%. Currently at 98%
“Not only has Riskified freed our customer service team from fraud review, they’ve surpassed their approval rate targets. We’ve gone from an approval rate of 92.5% to nearly 98%! It’s a huge boost to revenue and a clear win-win.”
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