How Game Hero stopped delivery fraud before it cost them thousands
About:
Game Hero is a Dutch e-commerce brand specializing in gaming chairs, gaming desks, monitors, and monitor arms. From their 24" curved monitors at €175 to their flagship 49" ultrawide displays at €850. With free shipping, 30-day free returns, and customers across the Netherlands, Belgium, Germany, and beyond, Game Hero built their reputation on customer-friendly policies. But those same policies attracted unwanted attention.
The challenge:
With free shipping, 30-day free returns, and customers across the Netherlands, Belgium, Germany, and beyond, Game Hero built their reputation on customer-friendly policies. But those same policies attracted unwanted attention. Game Hero faced a growing fraud problem that went beyond random opportunists.
They discovered organized groups, actively sharing tactics on how to defraud e-commerce stores. Fraud tactics went from straightforward Item Not Recieved(INR) claims to more advanced tactics such as Fake Tracking ID's on return labels.
"These weren't random scammers. They were organized, they shared information, and they knew exactly how to exploit our processes."
Rick van den IJssel, Game Hero
The solution:
Game Hero partnered with Guzco to screen every order before shipment. Integration with their Shopify store was seamless.
Now, every order passes through Guzco's risk assessment before fullfilment. The system checks customer signals against Guzco's merchant network, identifies patterns associated with organized fraud, and flags high-risk orders for review.
The results:
Game Hero now screens 600+ high value orders monthly with full visibility into fraud patterns they couldn't see before. Suspicious orders are flagged before €200–€850 products leave the warehouse.
The combination of high-value products and pre-shipment protection means catching even a handful of fraudulent orders per month delivers significant ROI. More importantly, Game Hero can maintain their customer-friendly policies without being exploited.
