Designer Optics Case Study
17%
Increase in chargeback win rate
1200hrs
Of work eliminated annually
30min
Signup and integration
The Company
Designer Optics was founded in 2011 based on a simple idea: to offer both fashionable, authentic name brands as well as more affordable sunglasses and eyeglasses in one place. Selling brands like Gucci, Prada, and Tom Ford significantly below MSRP, Designer Optics has experienced tremendous growth in its 9 years of operation and services customers all over the US.
The Fraud Problem
Like many small business operators, Aron Eckstein is intimately involved in many aspects of the business. As a savvy businessman, he has optimized resources for his business to function as smoothly as possible with a small team. However, there was one area that he found difficult to manage: chargebacks.
The First Attempt
The most common chargeback reason provided by the bank was “Fraud.” At first, his small team relied on the Shopify native fraud solution, canceling orders marked as high risk, spending hours reviewing medium risk orders and shipping orders that were marked as low risk. While this did reduce fraud, it did not eliminate fraud entirely, and his team was spending too much time on medium risk orders.
After speaking with colleagues in the eCommerce space and browsing reviews on the Shopify app store and G2, Designer Optics settled on NoFraud to identify and stop fraudulent orders, and reimburse them in the rare case a fraud order was missed.
The impact was immediate – his team was able to spend more time taking care of customer requests as they no longer had to manually review medium risk orders, and fighting fraud chargebacks was a thing of the past.
The Next Challenge
While the responsibility of preventing and fighting fraud chargebacks was no longer a prevalent issue, the volume of non-fraud chargebacks continued to grow proportionally to business growth. Some examples of such chargebacks are:
- An “Item Not Received” chargeback issued by a customer that had their packages stolen from their porch
- An impatient consumer who did not want to wait the necessary time for the prescription on their frames to be filled and filed a chargeback
- A shopper that did not like the color of their glasses and filed a chargeback instead of reaching out to customer service.
All of those chargebacks had to be thoroughly researched and detailed chargeback rebuttals had to be submitted to their processor in a narrow timeframe or risk losing hundreds of thousands of dollars.
Before looking into additional software providers to try to solve this problem, Aron reached out to NoFraud, who had an excellent track record of winning friendly fraud chargebacks.
The Solution: Finding NoFraud
Aron’s timing was excellent. NoFraud had just started offering full chargeback management support, as it had been hearing similar frustrations from many of its customers. Signing up was as simple as signing a contract, and no integration was needed as they were an existing NoFraud customer.
The Results
Once again, the impact on the Designer Optics team was immediate. Once enrolled in NoFraud’s Chargeback Management service, receiving and keeping track of new chargeback notices, gathering evidence, building the rebuttal cases, converting them into PDFs and uploading them to their processor was no longer a tedious task that his team had to take care of. Moreso, aside from the labor savings, there was a significant financial boost: NoFraud was able to increase Designer Optic’s chargeback win rate by 17%.
“We were swamped with chargebacks until NoFraud stepped in and completely alleviated the burden from us. They have great communication and wonderful service! My only regret is that I did not reach out to them sooner.”
Aron Eckstein, Owner, Designer Optics Corp
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Customer Testimonials
Praise From Some of Our
Successful Customers
“5 stars across the board! We switched to NoFraud a year ago and not only did my approval rate increase drastically but pricing was also a lot more competitive. The integration is seamless and literally worked out of the box with zero changes to our current workflow.”
“NoFraud has been absolutely amazing. Before NoFraud, we were suffering from a barrage of fraud attempts, which resulted in tens of thousands of dollars of chargebacks. Once you install this app, fraudsters will give up hope. I think it’s a no-brainer.”
“Implementing NoFraud has vastly improved our business operations, not only by significantly reducing chargebacks and false positives, but by turning our inefficient fraud prevention process into a simple pass/fail decision that saves us loads of time and stress.”
“This is some of the best money we have ever spent. Integrating the app was quick and smooth, the support is fantastic and far superior to the service offered by some of their competitors. Our fraudulent orders have dropped by almost 60% since integrating NoFraud as compared to Signifyd and all orders that are charged-back are quickly reimbursed.”
“I switched to NoFraud from another guaranteed fraud prevention provider. My approval rate improved, pricing was more competitive, NoFraud customer support is superb and the user interface is intuitive and informative. My only regret is that I did not make the change sooner.”
“Normally not one to write reviews but absolutely must applaud NoFraud. I switched over from a big name competitor that dropped the ball huge on support. I’ve had no such issues with NoFraud — their support agents has been super responsive. The sales folks answered my every detailed question — even digging into API documentation. Their onboarding team was top notch. I was up and running super quick! Very happy.”
“The NoFraud app is really easy to install and set up. NoFraud’s analysis has been much more effective than the standard default Shopify fraud analysis. It catches fraud missed by Shopify and passes orders that Shopify said were high risk. Best part is, you can contact NoFraud and speak with someone.”
“The team at NoFraud are amazing. They have been a strong partner against the fraudsters. Right before we signed up we were hit with several thousand dollars of Mule Fraud. The addition of this app has definitely saved us money. Worth every penny. I would totally recommend them.”
“We can’t say enough wonderful things about the team at NoFraud. They are extremely responsive, knowledgeable, and easy to work with. The peace of mind we get from knowing that they are handling the fraud check process is invaluable. NoFraud’s system consistently delivers accurate order ratings and recommendations.”
“NoFraud has been fantastic. We switched from Signifyd and haven’t looked back. Better rates, vastly simpler customer service, easier touch points for service/help, chargeback protection and filing on our behalf (this was huge — of the few chargebacks we’ve gotten, NoFraud takes care of them and we’re good to go!). Super fast verifications (if/when needed). Great staff. All in all, definitely recommend going with this app!”
“Excellent communication. Easy to use service. Available to resolve and questions or concerns that arise in a timely manner.”
“NoFraud’s ability to extend internationally is great since we have no experience or knowledge in international sales. Without NoFraud, we’d have to learn everything there is to know about fraud detection in another market.”
“When I did a chargeback audit over the last 5 years before NoFraud, I saw that had I been a NoFraud customer for 10 years, I could’ve bought a boat with all the savings.”
“We didn’t realize how much money we were leaving on the table until we used NoFraud.”
“Turning NoFraud on was like a magic switch. Poof! All of a sudden our fraud problems disappeared.”
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