The Challenge: Rising Risk, Customer Service, Business Focus
Protect cross-border CNP sales
Paraná Lentes, like other cross-border fashion and beauty CNP merchants, faced rising fraud attempts. It also needed to protect its relationships with good customers around the world by avoiding false declines of legitimate orders. Additional factors such as varied delivery timeframes and multiple customer time zones added to the company’s fraud prevention challenges.
Maintain excellent customer service
Paraná Lentes needed order-verification support for flagged transactions in multiple languages and with expertise in customer-relations etiquette across multiple markets, especially in the Persian Gulf region, Western Europe, and North America.
Give the client more time to focus on operations
Fraud management tasks were pulling Paraná Lentes team attention away from the core business mission. The company’s longstanding goal to develop its own brand of cosmetic lenses was stuck in the planning phase.