Organizational silos hamper the management of cross-channel strategies for tackling fraud by global retailers.
That was just one conclusion from a study conducted by research firm Forrester Research and commissioned by global payments firm ACI Worldwide. The study, done in March, surveyed 170 retailers selling through online and offline channels. The retailers surveyed had aggregate sales in the U.S. averaging $2 billion, and in Europe sales of about $1 billion.
Michael Grillo, senior product marketing manager at ACI Worldwide, said the survey results suggest that “fighting fraud in silos” limits their ability to effectively look at the big picture.
Among the key findings, 65 percent of retailers feel they lack adequate fraud management tools and 54 percent felt they do not have the skilled staff needed to manage fraud. “Omnichannel data aggregation, the increasing number of payment options, the demand for faster fulfillment and the rapidly changing nature of fraud all present significant challenges to retailers’ fraud-management programs,” the study concluded.
Omnichannel retail sales are forecast to hit $1.8 trillion in the U.S. by 2017. By 2018 in Europe, omnichannel sales are expected to reach $1 trillion, representing 44 percent of total European sales. The study said retailers would be faced with added challenges, including heightened exposure to fraud risk, as more consumers engage with retailers through multiple channels and an ever-increasing range of payment methods and devices.
Mike Braatz, senior vice president at ACE Worldwide, said, “Sixty percent of merchants believe they know what they need to do to combat fraudulent activity, but far fewer believe they have the tools to enable them to do this successfully.”
Braatz said retailers need a combination of “fraud rules and analytics” that add speed and sophistication to fraud detection. Further, access to global fraud intelligence can help them interpret and respond to fast-changing patterns of fraud, he noted.
The study also showed that resources are not being allocated appropriately to tackle current fraud trends. For example, less than half of retailers surveyed said they use real-time rule and neural models for the protection of their card-not-present channels, and almost two-thirds said they use those tools for their card-present channels. Yet, card-not-present transactions worldwide are growing at an annual rate of 15 percent and are predicted to reach 27 billion transactions by 2018. In comparison, card-present transactions are expected to grow less than 5 percent during the same period.
Retailers are using different fraud capabilities for card-present and card-not-present channels. Hampering the strategies to prevent fraud include more than 80 percent of retailers who said they are still operating siloed fraud management teams, monitoring and managing fraud by channel rather than working as holistic cross-channel teams.
Grillo noted that in-store and online fraud detection and prevention efforts should include real-time capabilities, which means stopping fraud during the authorization path, as well as analytics designed to monitor nontypical behavior. “Deploying these types of preventative tactics should be the starting point,” Grillo concluded.