In today’s fast-paced online retail landscape, fraud is on the rise at an alarming rate. As e-commerce expands, fraudsters are becoming more sophisticated, constantly evolving their methods to exploit vulnerabilities. Customer fraud is growing as quickly as organised criminal fraud, meaning brands are often firefighting on two fronts. This puts retailers in a precarious position: how can they continue to grow and accept payments confidently without the constant threat of fraud damaging their bottom line?
The answer lies in sophisticated and bespoke fraud prevention which is an approach pioneered by Ravelin. By combining machine learning (ML), graph networks, behavioural analysis, granular reporting, and expert rule-setting, Ravelin offers a comprehensive solution beyond merely stopping fraud. It helps retailers operate with greater efficiency and confidence, empowering them to scale their businesses securely.
The challenge: a rapidly evolving fraud landscape
E-commerce fraud is not a one-size-fits-all issue. Even within the same industry, different companies face unique fraud landscapes, policies, and business goals.
Ravelin understands this fundamental challenge. The platform’s approach is customer-centric, rather than focused solely on individual transactions, which empowers merchants to make smarter decisions. By analysing broader patterns of behaviour and by identifying and mapping hidden links between seemingly unrelated customers, Ravelin helps companies not only detect fraud but also identify genuine customers with greater precision. As fraud becomes more sophisticated, so must the tools used to combat it. This is where Ravelin shines—offering scalable, AI-driven solutions designed to adapt to each retailer’s unique needs.
Ravelin’s AI-driven technology
Ravelin’s AI-native technology, embedded in the platform since its inception in 2014, ensures that it stays ahead of fraudsters. Using a combination of machine learning (ML), graph networks for link analysis, and behavioural analytics, Ravelin provides its clients with deep insights into customer behaviour, enabling more nuanced and accurate decision-making.
The platform’s ML models continually learn and improve, allowing retailers to scale their operations without sacrificing security. What sets Ravelin apart is the transparency of its decision-making process—often referred to as a “clearbox” approach. Ravelin’s fraud analysts can see exactly why a decision was made, and human oversight ensures that models align with each retailer’s policies and goals.
Tackling fraud at scale with graph networks
Ravelin’s graph networks are particularly powerful for identifying and stopping organised fraud rings. Ravelin uncovers patterns that might go unnoticed by mapping the connections between users, devices, and transactions. This allows retailers to detect fraud rings or coordinated attacks that operate across multiple accounts, payment methods, or platforms.
Meanwhile, behavioural analysis helps retailers improve payment acceptance for genuine customers. By looking at broader patterns of behaviour, Ravelin ensures that good customers are never wrongly blocked, enhancing the overall customer experience and driving growth.
What our customers say
Ravelin’s success is not just in its technology but in how it partners with clients to tackle real-world fraud challenges. Some of the biggest names in retail and travel rely on Ravelin to protect their businesses from fraud while improving customer satisfaction.
River Island: protecting against customer fraud
River Island, a major player in UK retail, has seen an increase in customer fraud, particularly opportunistic refund abuse facilitated through social media platforms.
Ravelin’s role in providing clear, real-time insights allows River Island to combat fraud while maintaining a seamless experience for legitimate customers.
Grant Shipway, senior operational risk manager at River Island, explains how Ravelin has become a critical tool in combating this growing issue: “We’re using technologies like Ravelin to help contain customer fraud. It gives us a clear view of each transaction and the customer behind it, so that we can identify and stop the fraudsters while ensuring great value and experience for genuine customers.
“Organised refund fraud as a service is becoming more common. Criminal enterprises are increasingly advertising and promoting these services on social platforms like Telegram, Discord, Facebook, TikTok, and Instagram, tempting more and more consumers to act dishonestly.
“Cybercriminals are also informing consumers, via social media, about tricks and strategies they can use to become more adept at committing—and getting away with—fraudulent returns.
“Retailers like River Island use sophisticated technology that effectively tackles the problem, especially against opportunistic fraudsters. But it’s becoming more pervasive. It’s now cultural—an accepted part of the social narrative.
“Significant change can only happen when merchants, banks, payment service providers, the BRC, and more broadly, regulatory bodies, government, and law enforcement collaborate. We can change the narrative and shift behaviours by raising awareness of the issue and educating people that this is criminal behaviour.”
Trainline: reducing refund abuse
For Trainline, a leading online travel retailer, refund abuse is a growing problem that is becoming more sophisticated. Cybercriminals frequently share strategies for committing refund fraud on social media, but Trainline has significantly reduced its fraud levels with Ravelin’s support. Nick Aiken, director of fraud and payments at Trainline, highlights the positive impact Ravelin has had on their operations: “Refund abuse is a growing problem and the people committing it are becoming more sophisticated in their approach. Much of how this is done is learned and shared on social media – we see evidence of this all the time and it provides us with a great source of intel.
“Ultimately our goal is to rehabilitate these customers and change their thinking – to educate them to see what they are doing is an offence.
“Since we started working with Ravelin several years ago, our card not present fraud levels have dropped consistently. Ravelin has been very good and very balanced in terms of being able to keep losses and blocks low. All that’s left in the bucket of prevention is real fraud. The genuine customer gets through, which is crucial. In a nutshell, Ravelin helps us keep fraud losses low while maximising customer conversion.”
Aiken added “Some of the team have been trained by cybercrime (dark web) specialists and by the police. This training/knowledge enables the team to quickly identify individuals committing fraud against Trainline by digging deeper than the average Fraud person.
“Since the Revenue Protection part of the team was formed 4 years ago the company has seen a 40% reduction in fraudulent activity in higher risk refunds.”
Scaling secure growth
The ultimate goal of any fraud prevention solution is to empower retailers to grow confidently without fear of fraud. Ravelin’s AI-powered technology provides the tools necessary for retailers to accept payments securely while improving customer satisfaction. Its customer-centric approach ensures that fraud prevention fuels growth, rather than hindering it.
With Ravelin, retailers are reducing fraud and maximising payment acceptance, enabling a smoother and more secure online experience for genuine customers.
Conclusion
In a world where e-commerce fraud continues to grow and become more complex, having technology on your side that stays ahead of the curve is crucial. And for increasing numbers of leading e-commerce brands, Ravelin is now the go-to partner to reduce fraud, improve customer satisfaction and fuel growth.
