Pandora is one of the biggest jewellery companies in the world and has over 230 stores in the UK alone. A recent franchise buyout meant that this store count grew rapidly as a significant number of shops were acquired.
As the number of stores increased so did the effects of card and payment fraud. It was then that they turned to Fraud Defence First to help mitigate the effect. We worked closely with Pandora’s Loss Prevention Officer Ersin Pak and their Business Controller Vicky Widegger. Together, we devised new in-store policies & procedures for sales staff and management which were rolled out in all their stores.
Through their understanding of the intricacies of international, card-present and card not present transactions, coupled with behaviour patterns, we were able to identify potential issues. The strategic use of both Epos system data and acquiring transaction data helped to hone the processes further.
Pandora has a vast estate of card machines, both integrated and non-integrated. We needed to be able to ensure payments were not only PCI compliant but efficient, and appropriate to both the business model and customer experience. The standardisation of Pandora’s Head Office protocols needed to extend fully to the incoming branches, thus keeping their customer’s transactions secure.
Ersin Pak from Pandora Said “We (Pandora) had to undertake a routine forensic analysis of our payments and fraud processes as we grew our directly owned store count from 19 to 124. Such an expansion is a big challenge. I had complete confidence in Sebastian who helped us transition easily. In doing so, they provided insights, advice and a robust system for us to follow. I am confident that with the new protocols, our customers are secure. Thank you for undertaking this project with us”.