Case study · E-commerce

Fraud Prevention Excellence for a Leading E-Commerce Marketplace App

A globally recognized e-commerce marketplace app built a phased fraud prevention program with Fusion CX, combining AI-powered detection, automation and a dedicated fraud team to cut fraud-related losses by 50% in the first year.
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Fraud analyst monitoring marketplace transactions on risk dashboards and a shopping app
50%
fewer fraud losses in the first year
Client
Global e-commerce marketplace app
Industry
E-commerce · Online marketplace
Services
Fraud detection, transaction monitoring and process auditing
Delivery
The results

Half the fraud losses in year one.

Measured outcomes from the first year of the program.
50% | reduction in fraud-related losses 0–3 | months to staff up and integrate tools
01Challenge

A high-profile fraud incident exposed systemic weaknesses.

A globally recognized e-commerce marketplace app, connecting a vast supplier ecosystem with millions of consumers, was hit by a major fraud incident. Payment vulnerabilities, fake refund and return claims and gaps in logistics workflows were driving losses and eroding trust among buyers and suppliers.

Payment vulnerabilities

Bad actors exploited payments, causing revenue leaks.

Fraudulent refund claims

Fake refund and return claims added to losses.

Operational gaps

Logistics workflows and internal processes amplified risk.

Trust deficit

Buyer and supplier confidence declined as fraud grew.

02Solution

A phased fraud prevention program, backed by AI and specialists.

Fusion CX implemented a comprehensive fraud prevention strategy in three phases: building the team and integrating detection tools, monitoring and auditing high-risk transactions, then optimizing algorithms and scaling operations. Fraud analysts, process auditors and technology specialists worked alongside AI-powered detection and automation.

Phased execution

Milestones at 0–3, 3–12 and 12+ months.

Fraud analysts

Transactions monitored, patterns analyzed, anomalies flagged.

Process auditors

High-risk refund, return and logistics workflows audited.

AI and automation

Real-time detection with streamlined analysis and reporting.

03Impact

Fraud losses halved and confidence reinforced.

Advanced detection tools and targeted interventions cut fraud-related losses by 50% within the first year. Continuous monitoring and analytics now surface evolving fraud patterns, so the client can take a proactive stance on fraud prevention.

Streamlined refund and return workflows and better oversight of logistics reduced inefficiencies across the platform, while buyer and supplier confidence grew stronger.

Fraud prevention works best when people, process and AI detection move together.

04Key insights

What other programs can take from this.

  • A phased plan, from team build to algorithm optimization, lets fraud prevention mature alongside the platform.
  • Auditing high-risk refund, return and logistics workflows closes the gaps bad actors exploit.
  • Continuous monitoring and AI-powered detection shift fraud prevention from reactive to proactive.
Download the full case study

In this case study, you’ll see:

The payment vulnerabilities, fraudulent claims and workflow gaps behind rising fraud losses
How a phased plan, a dedicated team of analysts and auditors, and AI-powered detection and automation strengthened fraud prevention
The measurable outcomes: a 50% reduction in fraud-related losses within the first year, streamlined refund and return workflows and reinforced buyer and supplier confidence
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E-Commerce Marketplace App
Case study · E-commerce

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