Riskified has announced a strategic partnership with Rue Gilt Groupe (RGG) to introduce risk-aware identity intelligence into customer service workflows. Through this collaboration, RGG is enhancing its customer experience while effectively reducing fraud and abuse. By integrating real-time identity risk scores directly into service operations, agents can now instantly differentiate between trusted customers and potential bad actors.
As ecommerce fraud continues to evolve, customer experience (CX) leaders have long faced a difficult balancing act. On one hand, they must deliver fast and seamless resolutions to maintain customer loyalty. On the other hand, they need to enforce strict controls to combat rising refund fraud and return abuse. Moreover, the rapid growth of generative AI has intensified this challenge by enabling more sophisticated tactics such as synthetic identities, manipulated images, voice spoofing, and advanced social engineering schemes.
To address these issues, Riskified has embedded its identity intelligence capabilities powered by its Policy Protect solution directly into customer service environments such as CRM systems and agent consoles. This approach allows organizations to move beyond traditional rule-based systems and instead rely on a data-driven understanding of user identity.
At the core of this solution is an advanced identity engine that analyzes more than 5 billion historical transactions across Riskified’s global merchant network. As a result, it creates a comprehensive and high-confidence profile of individuals behind various data points, including email addresses, accounts, orders, phone numbers, and claims. Notably, the system has identified that 13% of identities with multiple claims operate across more than one merchant and are linked to seven times more accounts than those without claims. Therefore, this network-level visibility is critical for identifying repeat offenders and coordinated fraud activities.
Furthermore, when a customer submits a refund request or initiates a high-risk action such as rerouting a package service agents receive an instant identity risk score. This enables them to assess trust levels in real time and make informed decisions quickly. Consequently, organizations can reduce false positives, prevent abuse, and maintain a seamless experience for legitimate customers.
“When you know exactly who you’re dealing with, you no longer have to choose between protecting the business and delighting the customer. Riskified’s identity intelligence improves our ability to do both,” said Maria Vargas, SVP of Member Experiences at Rue Gilt Groupe. “By bringing Riskified’s risk and identity insights directly into our Zendesk service console, we are giving our frontline teams the confidence to fast-track our most valuable members for instant resolution, while applying the necessary friction to deter serial abusers who hide behind fake or stolen accounts.”
In addition, Riskified’s identity intelligence is already delivering measurable results. Merchants leveraging the Policy Protect solution have reported up to a 30% reduction in complaint rates. In several cases, businesses have also achieved seven-figure savings by minimizing refund and return-related losses through automated decision-making for low-risk identities.
This data further highlights how concentrated fraud activities can be. For example, Ring, Amazon’s smart home security brand, identified that just 600 individuals were responsible for over $4 million in annual abuse, with some offenders causing up to $150,000 in losses each year. Clearly, a small group of repeat abusers can have a disproportionately large financial impact.
“The future of retail hinges on delivering fast, exceptional experiences to loyal customers while protecting against increasingly sophisticated abuse,” said Jeff Otto, Chief Marketing Officer at Riskified. “Our partnership with Rue Gilt Groupe represents the next evolution of CX. With risk-aware identity intelligence, service teams, both human and AI, can instantly reward trusted customers and accelerate resolution, while stopping bad actors. Every interaction is powered by network-scale intelligence to maximize lifetime value and prevent leakage.”
Overall, this partnership marks a significant step forward in redefining customer experience in ecommerce. By combining real-time risk intelligence with operational workflows, Riskified and Rue Gilt Groupe are enabling smarter decisions, stronger fraud prevention, and more personalized customer interactions.
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