CornerUp is a marketplace company connecting convenience stores with distributors.
They had an inkling that customers were abusing promo codes but had no way to detect this in real time. When they did catch promo code abuse, it was after the fact in a weekly audit. As a marketplace they need to keep both sides happy — convenience stores and distributors. If they are going to cancel an order with a distributor it needs to be within an hour of the order being placed.
Here’s the playbook:
Goal: catch fraud before it's too late to cancel orders
Trigger a ticket when an email tries to use a promo code that’s already been used by a store address
CX team gets real-time alert in Slack with name, email, location and order value of fraud case
CX teammate assigned to manually review the information
Alert escalated to manager if CX teammate fails to acknowledge with Slack eyes emoji within 30 min
CX teammate to answer "is this fraud"
If CX marks "Yes, this is fraud"
-Automated webhook sent to order management system to cancel order
-Automated text to customer indicating that promo can’t be used twice with order information in text and directions on how to re-order
-Automated email to vendor apologizing for canceled order and information related to the order
If CX marks "No, this is not fraud"
⭐️ The result = thousands of dollars saved each month
⏰ How long did this take to set up? 10 min!
Interested in hearing how Avenue can help your marketplace, speak with sales today or check out the 10 risks every marketplace operations leader must monitor.