In Europe, borders are a thing of the past.
So, when running cashback campaigns in several countries, how do you prevent consumers from claiming their benefits in several countries at the same time?
Recently we got this question from one of our multinational clients.
In our product level campaign reports they had noticed that the same product had been purchased twice on the same day in the same store. Not unusual, but the cashbacks for these two Luxembourg product codes were claimed by two Belgian consumers.
That was the reason that these cashback requests looked suspicious, at first sight. As the personal information is missing in our product level reporting (because of GDPR), our client asked us to look into the matter and provide an explanation.
We looked up the consumer details and saw that these Belgian customers were living close to the Luxembourg border. They had purchased two washing machines in a major shopping mall right across the border. Our investigation showed that they did not claim the cashback for the same purchase in two countries.
If they would have tried, our anti-fraud software would have detected them. Because we check on duplicate email addresses, duplicate invoice numbers and duplicate geocodes.
All physical addresses are transformed to geocode locations, to thwart fraud attempts which try to mislead us by making small address changes.
Our anti-fraud software detects all possible fraud attempts, which are then queued and checked manually by one of our employees.
We do not only attempt to stop fraud, but we make the same effort to make sure that consumers who do deserve their cashbacks are paid as fast as possible. That is our way to support the brands that we are working for. After all, marketing campaigns need to have a positive impact on brand loyalty.
The last thing we want is negative attention on social media, because customers feel that they are not treated fairly by the brand.
That is why end-to-end thinking and the quality of our processes is so important to us.
If things are handled in the right way, it saves our clients the time, energy and hassle of setting things straight after they’ve happened.
And it ensures the positive brand image of our clients.
Interested in our way of working?