Moda Furnishings eliminated chargebacks while streamlining customer onboarding

Moda Furnishings was in an enviable but difficult position, it had become a victim of its own success. The company was on a hockey stick trajectory towards high profits and nationwide recognition. But the company could not check potential customers quickly enough to handle the rate of incoming sales and was losing money to chargebacks and fraudulent purchases.

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"We’d lost hundreds of orders thanks to chargebacks from customers due to an ineffective KYC journey that was unable to onboard them in a reasonable timeframe. Since implementing an updated and effective customer onboarding journey we’ve not seen a single incident chargeback as customers are now attended to immediately."

Joseph Bell
Head of Customer Service at Moda Furnishings