Our fraud detection software is allowing Go-Ahead drive to tackle fraudulent activity, with an increase of of 54% in 'stopped fraud' in the first month alone.
Issue
Go-Ahead, a transport company with 38 years’ experience in the bus and rail industry, was observing fraudulent activity. This was taking up significant time and resource.
Fraud has a number of negative impacts on businesses beyond the obvious loss of 'goods' and chargeback fees. Fraudulent purchases can also mean penalties and lost time dealing with chargebacks. All of this impacts revenues as a result.
Go-Ahead’s previous fraud tool didn’t give the fraud prevention team the control they needed to manage and adapt the rules – any changes had to be requested via a third party, which caused delays.
Also, rigid fraud prevention systems can reject many genuine shoppers as fraudsters (a false positive). And these shoppers are unlikely to come back.
Insight
Optimize, Pay360’s fraud detection software, allows Go-Ahead to fully control and manage their own rule sets, reducing fraud, reducing chargebacks, saving time and resource and, ultimately, delivering a better service to customers.
Our approach
Optimize is Pay360’s award-winning comprehensive identity and fraud management suite. It features a powerful real-time rules engine, meaning that payment acceptance rules can be built to suit specific scenarios, from simple checklists to complex strategies. And there are multiple data sources to select from when creating these bespoke rules.
This, combined with the thousands of unique data points available in Optimize, exposes suspicious behaviour as early as possible for global intelligence gathering, social media analysis, know your customer (KYC), anti-money laundering (AML) and enhanced identity verification (ID&V).
After trialling Pay360’s anti-fraud solution, Debs Mayne, Group Retail Fraud Prevention Manager, could see immediately how it would help the company reduce fraud and chargebacks. “I could see how the rules applied to live data. It was clear chargebacks would reduce over time and, through the pilot and go-live, this has proved to be the case.” Go-Ahead then deployed Optimize in January 2018.
The impact
Optimize is making fraud detection easier and has led to a significant drop in chargeback levels, reducing them by on average £3-4,000 per month.
From January 2018, when Optimize first went live, to the end of the year, there was an increase in declined fraud across both Govia Thameslink Railway (GTR) and Southeastern of almost £4 million pounds compared to previously.
In four weeks from 11 November to 8 December 2018, Go-Ahead managed to prevent an additional £190,000 in fraudulent transactions for Govia Thameslink Railway (GTR) compared to previously, representing an increase in stopped fraud of 27.6% for the period. Southeastern saw an increase in prevented fraudulent transactions of over £75,000 for the same period, an increase of 28.3%.
“Within one month of using Optimize we saw a 54% increase in stopped fraudulent activity. I thought the reduction in chargebacks would take time, but we saw this reduction almost immediately, and we’ve continued to see a consistent amount of declined fraud every month since. Optimize enables us to be more proactive than ever before. We can make more informed decisions when managing rules, and even trial them before implementing on live data. Now we can tailor rules to determine whether or not to accept or reject transactions according to our risk appetite.”
Debs Mayne, Group Retail Fraud Prevention Manager at Go-Ahead
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