Helping Sonos reduce fraud and create payment experiences as great as its products
Challenge
Sonos is a leading sound experience company. It has redefined the home audio market with great products and a high-end, personalized service – including safe, frictionless payment for customers buying from the Sonos website. Sonos first implemented Cybersource Decision Manager in 2013. But the premium nature of the brand means Sonos is always a target for fraud. By 2017, Sonos saw an opportunity to fine-tune its fraud strategy, so it could continue to deliver the easy payment experience its customers expect, without incurring the high costs and risks that come from today’s sophisticated payment threats.
Cybersource solution
By applying new technology, data, and insights, we built a stronger fraud foundation for Sonos. That included adding more targeted rules based on past transaction data and using advanced machine learning to accurately identify good and suspicious customers – which also enabled us to lower the number of orders tagged for manual review. The upshot? A 43% increase in automatically accepted good orders. Total order acceptance rates increased by 98%, and chargeback rates cut by 96%1.
1 Sonos implemented new targeted rules within Cybersource Decision Manager and add new fraud intelligence capabilities in 2017. Statistics including automatically accepted orders, total acceptance rates, reduction in manual review rates and chargeback rates based on performance from 2017 to 2020.