Protect the platform. Protect the customer.
Fraud prevention, marketplace trust operations, and identity verification for retail at scale
Managing our consumer experience is complex. The communications and clarity we now get are taking that complexity away. Through a simplified, harmonized approach, Firstsource has created a solution with a consistent methodology and real benefits at its core."
WHY THIS MATTERS
Retail fraud is rising. Costs are multiplying.
Every dollar of merchant fraud costs $6 in total impact. Retailers cannot afford to be slow.
True cost of fraud
$4.61
cost incurred by US merchants for every $1 of fraud, including chargebacks, fines, merchandise loss, and remediation. Fraud is a margin problem as much as a security one.
LexisNexis True Cost of Fraud Study, Ecommerce and Retail, 2025
Fraud growth
66%
of retail merchants reported a year-over-year increase in fraud. Fraudulent chargebacks are among the fastest-growing fraud types for retailers.
Ravelin, Online Retail Fraud Trends 2025 – a global report.
Returns fraud
9%
of all retail returns are fraudulent. For premium retailers, this is a material margin exposure requiring structured investigation rather than automatic credit.
NRF Retail Returns Landscape 2025
PROVEN OUTCOMES
Retail fraud rises. Our clients' margins don't.
Fraud prevention and trust outcomes from live retail operations, delivered in production.
86%
CSAT with fraud-resistant CX
A leading health and beauty retailer maintained 86% CSAT across all channels while fraud controls were embedded throughout the service and billing workflows.
£10K
fraudulent claims
A premium health and beauty retailer identified and stopped £10,000 in fraudulent claims through structured investigation embedded in standard service workflow.
45%
goodwill spend reduction
The redesigned recovery framework for a quick service restaurant reduced goodwill spend by 45% while converting 23% of dissatisfied customers to registered app users.
Solution deep dive
Protection built into retail, not bolted onto it
From risk monitoring and fraud investigation to identity verification and content moderation, these solutions run inside the retail operation, not in a separate compliance layer alongside it.
We operate continuous risk monitoring across customer and seller profiles, identifying behavioral signals that indicate fraud, policy breach, or account takeover before they generate financial loss or brand damage. Subject matter expert teams handle adverse reactions, property damage, and high-level complaints as a specialist category.
- Kairos decision intelligence flagging risk patterns before they generate loss
- Risk classification integrated into standard contact workflows, not running separately
We manage fraud prevention operations that are embedded in the customer contact and service workflow rather than run as a separate compliance layer. The investigation approach separates genuine customer issues from fraudulent claims through structured review, evidence gathering, and policy-calibrated resolution, without defaulting to automatic credit that rewards fraud and erodes margin.
- Chargeback management and dispute investigation within card scheme timelines
- Fraud trend reporting fed to risk, finance, and operations leadership
We manage trust and safety operations for marketplace platforms, covering seller verification, listing review, policy enforcement, and ongoing monitoring of seller and product behavior. Firstsource's structured approach to seller onboarding verification and ongoing performance monitoring addresses the fraud exposure at source rather than after it has crystallized into loss.
- Ongoing seller monitoring for behavior, ratings, and policy breach signals
- Chargeback and dispute handling with evidence submission within scheme timelines
- Trust and safety reporting integrated with marketplace platform governance
We operate content moderation programs for retail and marketplace platforms, reviewing user-generated content, seller listings, customer reviews, and social media content against platform policy standards. Content moderation is run with human judgement retained at edge cases where AI classification is insufficient, and the Kairos progressive trust model applied to determine where automation can safely handle volume. For retail brands with active social engagement programs, content moderation protects brand safety across channels where customer conversations are public.
We manage identity verification and policy enforcement for retail clients, covering customer account creation, seller onboarding, loyalty program enrolment, and age-restricted category compliance. Policy enforcement done well is a loyalty mechanism, and the track record across retail demonstrates both sides of that equation.
- Goodwill and compensation policy management within commercial guardrails
- Loyalty program fraud prevention and account integrity monitoring
- Policy change implementation across the contact operation within agreed SLA timelines
WHO WE SERVE
Fraud risk looks different for every retail model
Different retail segments, each with distinct fraud exposure, platform risk, and policy enforcement requirements, each with its own operational build.
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Store and ecommerce retailers
Fraud stopped at the point of contact, not after the loss
Fraudulent returns, chargeback exposure, and account takeover sit at the intersection of physical and digital retail. Firstsource embeds fraud identification and policy enforcement into the customer contact workflow, so investigation happens at the point of contact rather than after loss has crystallized.
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Consumer brands
Goodwill spend cut by 45% without losing the customer
Direct-to-consumer brands carry the full burden of fraud risk without the buffer of a retail intermediary. Firstsource manages goodwill and compensation policy within commercial guardrails, stopping automatic credit that rewards fraudulent behavior and erodes margin while protecting the experience of genuine customers.
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Marketplace operators
Seller fraud addressed before it reaches the chargeback stage
Marketplace fraud originates at the seller layer as much as the buyer layer. Firstsource runs seller verification, listing review, and ongoing behavioral monitoring to address the exposure at source, before it reaches the dispute and chargeback stage.
customer story
How a retailer stopped £10,000 in fraud in 2 weeks while maintaining 86% CSAT
A premium luxury beauty retailer needed to reduce the impact of fraudulent claims while preserving the high-touch experience expected by its customers. The challenge was to strengthen controls without introducing friction into the customer journey.
Firstsource helped redesign the customer service operation to improve visibility, consistency, and resolution quality across high-value customer interactions. Within two weeks, the retailer had prevented more than £10,000 in fraudulent claims while maintaining customer satisfaction at 80% overall and 86.4% across voice interactions.
Firstsource helped redesign the customer service operation to improve visibility, consistency, and resolution quality across high-value customer interactions. Within two weeks, the retailer had prevented more than £10,000 in fraudulent claims while maintaining customer satisfaction at 80% overall and 86.4% across voice interactions.
2 weeks
to measurable impact
£10,000
fraudulent claims prevented
86.4%
voice CSAT
80%
overall CSAT
PROOF OF DELIVERY
Outcomes from live retail, not a pitch deck
Fraud prevention, cost reduction, and customer satisfaction, measured where the work happens.
86%
CSAT under fraud pressure
A premium health and beauty retailer maintained this satisfaction score across all channels while fraud controls were embedded throughout workflows.
45%
goodwill spend reduction
A quick service restaurant replaced automatic cash outlay with app-credit mechanisms and structured policy investigation, saving 45% in goodwill spends.
77%
improvement
A premium fashion retailer deployed an integrated VIP priority line to reduce abandonment rate on that line by 77% against the target rate baseline.
TESTIMONIAL
Operators who changed how they run retail
We have come so far in this time and it's really down to all of your hard work. It's also worth pointing out that our competitors didn't make it onto any of the lists below. Thank you to everyone who has been involved in this journey of transformation.
You took over a significant backlog with zero experience of our business, right at the start of Retail Peak and Black Friday. You took control, spoke to customers without them having to wait. Being there for customers made a massive difference, taking us to a whole new level.
Managing our consumer experience is complex. The communications and the clarity we get from [Firstsource] is taking that complexity away. Through a simplified, harmonized approach, they have created a solution with a consistent methodology showing real benefits at its core.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
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contact us
Fraud in your operation is costing more than the claim value. The multiplier is where the real damage is.
Tell us your trust and safety challenge and we will map a live operational response within 48 hours.
- Diagnose.
- Build.
- Prove.