“We Don’t Deal With Fraud Anymore”: How Griot’s Garage Transformed Operations and Scaled With NoFraud + BigCommerce

The Top 4 Challenges

As Griot’s Garage grew, fraud prevention became a major challenge. Andrew Rowe, the company’s IT Manager, noticed that fraudsters were exploiting gaps in their manual review process, leading to increased fraudulent orders and chargebacks. This slowed order fulfillment and impacted the high customer experience standards they aimed to maintain. Like many growing eCommerce businesses, Griot’s Garage found their manual processes difficult to manage as order volumes rose, making automation essential to uphold their service standards and streamline operations.

1. Manual Fraud Review Burden

Griot’s Garage’s customer service team was tasked with manually reviewing orders to detect potential fraud. Over 10% of their total orders required this manual review, a task that took up valuable time and resources, especially during high-volume periods. The process was prone to error and bottlenecks, and it delayed fulfillment, especially during sales peaks. Not only was this manual process slowing down their operations, but it also did not catch all instances of fraud.

2. Fraud Training & Retraining Overload 

The customer service team had to undergo regular fraud detection training, diverting them from their core role of assisting customers and enhancing the overall shopping experience. With new fraudulent tactics constantly emerging, the team had to be retrained frequently, which added to the operational inefficiencies. The lack of specialized knowledge and the evolving nature of fraud made it increasingly difficult for the team to keep up.

3. Surge in Fraudulent Transactions

As the business grew, fraudsters began to take advantage of the weaknesses in the manual fraud review process. Griot’s Garage experienced a spike in fraudulent transactions, which not only hurt their bottom line but also increased the risk of chargebacks. Fraudsters realized that Griot’s Garage wasn’t catching all fraudulent transactions, making it a prime target for fraud attacks.

4. Unsustainable Fraud Prevention Blocked Ability to Scale

Without an automated fraud prevention solution in place, the manual review process became unsustainable as the company scaled. During peak periods, like holiday sales or product launches, the increased volume of orders created delays in fulfillment as the team struggled to keep up with the reviews. The existing process simply couldn’t scale with the company’s growth, and this lack of efficiency began to affect the overall customer experience.

NoFraud + BigCommerce Results

The implementation of NoFraud had a significant impact on Griot’s Garage’s operational efficiency and ability to scale. Here are the main advantages the team has seen as a result.

1. Reclaiming 500+ Hours of Time Each Quarter

NoFraud completely removed the need for the customer service team to manually review orders — which was costing them about 500 hours of valuable time each quarter — freeing them up to focus on assisting customers, developing loyalty programs, and driving sales. The team no longer had to spend hours each week reviewing orders or undergoing fraud detection training, which drastically improved their operational efficiency.

2. Fraud is No Longer a Concern 

Fraudulent transactions were reduced to a point where they were no longer a concern for the business. Griot’s Garage no longer has to worry about fraudulent orders slipping through, which has given them the peace of mind to focus on growing their business. As Andrew put it, “We don’t deal with fraud anymore.”

3. Ability to Focus on Scaling

The elimination of manual fraud review also enabled Griot’s Garage to scale more effectively. During peak sales periods, there are no longer bottlenecks in order fulfillment caused by manual fraud checks. They are now able to process orders as fast as they can ship, without delays.

4. Chargebacks Drastically Reduced and Related Costs Eliminated

With only 9 chargebacks in an entire year, and all covered by NoFraud’s chargeback guarantee, the company’s exposure to financial losses due to chargeback fraud has been eliminated. This helped them improve profitability and reduced the administrative burden of dealing with chargeback reconciliations.

5. Protecting the Customer Experience with Seamless BigCommerce Integration

One of the key benefits is how NoFraud’s integration with BigCommerce ensures that fraud prevention operates entirely behind the scenes, without impacting the customer experience. Andrew emphasizes, “The customer is totally unaware that fraud checking is even happening, which is exactly how it should be.” This invisible process allows Griot’s Garage to focus on delivering a frictionless shopping experience from product selection to checkout and delivery. By keeping fraud detection in the background, NoFraud ensures that customers aren’t burdened by unnecessary steps or delays, allowing them to enjoy a smooth, uninterrupted purchasing experience.

For Griot’s Garage, the decision to partner with NoFraud and BigCommerce has been transformative. By automating fraud detection, reducing chargebacks, and improving order approval rates, NoFraud has enabled them to scale without the fear of fraud bottlenecks or costs that undermine profitability. As they continue to grow, Griot’s Garage now has the peace of mind to focus on their core mission — creating and delivering high-quality car care products to customers across the country. NoFraud has proven to be an invaluable partner in helping them protect their business and scale with confidence.