Case Studies


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”.

Toni & Guy Franchise

Toni & Guy is the largest independent salon group in the world. They have over 200 franchise and head office salons in the UK alone. We are proud to have worked with Tony & Guy since 2014. In that time, we have developed fraud prevention measures and implemented PCI DSS requirements for the high street salons and E-Commerce sales website To this day, we continue to protect Toni & Guy, the franchises and their customers card and payment data.

PCI compliance and fraud prevention throw up constant challenges. With a group as large as Toni & Guy, this is compounded. Every salon and every payment method has to be secure.

Working with the heads of UK franchising and Toni & Guy head office we understood the business model and analysed buying patterns and behaviour and have been able to provide a robust set of systems and procedures to fight Card & Payment Fraud.

Toni & Guy operate both integrated epos and stand-alone card machines. Each type of payment system uses various methods of connection to the internet and IT infrastructure.  Toni & Guy are committed to Salon genius software.

Taking the time to understand each salon’s specific requirements and working closely with Salon genius, we became a joint force providing salons payment security support.

Through our work, all Toni & Guy UK salons under management have achieved PCI council compliance certificates for all salons, and the Toni & Guy brand now enjoys the peace of mind that goes hand in hand with Visa and Mastercard compliance.