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Honors for Fraud Defense

Lowe's streamlined chargeback prevention

Lowe's automated Mastercard Ethoca Alerts, streamlining chargeback management. Integrating the system eliminated manual processes, boosting speed to resolution. Result: 5x value from Alerts, reduced friction, better customer experience, and significant operational impact.

Automated

alerts replace manual processes with real-time responses

Connected

alerts to internal systems yields a faster, more efficient chargeback workflow

Resolved

issues before they surface to avoid disputes and enhance customer experience

People in a meeting room smiling

Challenge

Lowe’s initially used Ethoca Alerts in a manual workflow, requiring staff to match alerts to transactions, as well as cancel or refund orders.

 

Lowe's desired a less resource-intensive method and was aware of Alerts' tremendous potential for creating a completely automated procedure.

Solution

To streamline operations, Lowe’s has integrated Ethoca Alerts via API into key internal platforms, including order management and logistics.

 

This automation allows real-time response to chargeback alerts – triggering refunds, cancellations, ‘do not ship’ flags, and returns via logistics partners – all without manual intervention. The result is a robust, intelligent system that operates seamlessly across departments.

Woman holding phone

Impact

Optimization made the Alerts program generate 5x more value. And, by speeding up resolution times, consumers received their funds back sooner – all thanks to a system that proactively prevents hassle, improves customer experience, and reduces the operational burden on internal teams – setting a new benchmark for chargeback management.

5x increase

in value for Lowe’s through full automation and integration.

Faster

resolution for Ethoca driven directly by Lowe’s enhanced alert utilization.

Full

automation with secure chargeback responses, including refunds, cancellations and returns.

Integrating Ethoca Alerts has made our operations smarter and our customers happier – it’s a win on every level.

Jim Collins Director of Fraud and ORC Investigations

At Lowe’s, automating Ethoca Alerts has been a game-changer. By integrating the system across our platforms, we’ve eliminated manual steps, boosted efficiency, and significantly improved the customer experience.  

The results speak for themselves: 5x the value, faster resolutions, and fewer disruptions. It’s a smart solution that delivers real impact, and we couldn’t be more pleased.

What's next

Lowe’s plans to build on its automation success by expanding use of real-time alerts and exploring additional Mastercard solutions to further reduce disputes and improve efficiency.

Future enhancements are likely to include deeper integration with logistics and advanced fraud insights – continuing to streamline operations and deliver a faster dispute resolution process.

Meet the team

The success of Lowe's automated dispute prevention strategy is a testament to the collaborative efforts and expertise of the teams involved. Meet the key individuals who drove this impactful transformation.

Todd Isenhour

Sr Director Investigations and Fraud

Jim Collins

Director Retail Crime and Fraud Investigations

Tiffany Paxton

Investigations Manager

Amanda Vickers

Online Fraud and Retail Crime Manager

Julie Rush

Director Intelligent Process Automation

Usifo Olear

Business Process Architect

Branden Coleman

Sr Project Manager

Hema Sagar Potnuri

Sr Software Engineer

Honorees’ stories

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