Fraud & Risk

Rescuing Rejected Orders and Avoiding Customer Insults

Julie Fergerson - Ethoca; Harold Paulson - eBay

Presentation

Ethoca shares the results of a pilot program called Order Rescue, designed to identify how many legitimate orders merchants reject in error as suspicious or fraudulent. The pilot found 33% of orders rejected by merchants are actually legitimate orders (42% by dollar volume). For merchants like eBay, this has increased revenue and reduced customer insults.

Rescuing Rejected Orders and Avoiding Customer Insults

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