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 more than 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 has increased 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 and entire countries were denied DVF’s sheaths and signature wraps because of blacklists. With international growth in mind, the company sought to ease friction in the ordering process and 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 chose Riskified to create a fraud solution that didn’t require manual reviews. But since going live, the company has also been able to optimize its operations, increase approval rates and eliminate the cost of chargebacks. By partnering with Riskified, DVF avoids international blacklists that block revenue from entire markets and has reduced steps in the order verification process for both the company and the customer. Relying on an automated solution, valuable time and resources expended on manual reviews can now be devoted toward greater growth and improving customer satisfaction.
More efficient operations
- Rededicate Customer Experience division from fraud management toward revenue-generating tasks
- Ease of friction in ordering process for both customer and company
Higher approval rates
- No international blacklists
- No rules that automatically trigger order declines
- Promised Increase in approval rate from 92.5% to 95%. Currently delivering at 97.75%
“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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