Chargebacks reduced to almost zero after EC site renewal

In September 2023, Sanyo Shokai, a comprehensive apparel manufacturer, integrated seven e-commerce sites and relaunched them as "SANYO ONLINE STORE." Since the relaunch, the company says that fraudulent use and chargebacks, which were issues in its e-commerce operations, have been reduced to almost zero. The deciding factor was the introduction of the e-commerce platform "Shopify Plus" and the switch to SB Payment Online Payment Service. SBPS's fraud detection services "AI fraud detection" and "EMV 3-D Secure," as well as a wide variety payment methods, seem to be increasing e-commerce purchase rates. We spoke to Yusuke Saito, Director of Web Business at the Marketing & Digital Strategy Headquarters of the Business Headquarters of Sanyo Shokai, about the benefits of adopting SBPS's services.

Sanyo Shokai's EC Mall

-First of all, please tell us the purpose of renewing your e-commerce site.

In September 2023, we reopened two EC sites, "SANYO ONLINE STORE" and "CRESTBRIDGE ONLINE STORE". One of the main purposes of the renewal was to consolidate the EC sites that were developed for each brand and consolidate and strengthen touch points with users. Until then, we operated a total of seven EC sites, including "SANYO iStore", which handled products from 20 brands, and EC sites operated by each brand. As a result of operating each site independently as a separate EC site, there were multiple touch points scattered for each user, which led to the issue of not being able to approach them appropriately. We thought that by consolidating touch points with users into one EC site and operating it as Sanyo Shokai's EC mall, we could strengthen communication with users.

Evolving customizability expresses the brand's worldview

-Why did you choose Shopify Plus?

We decided on Shopify Plus because it is a global platform that we can trust for its stability and security. Shopify has the feature of being able to expand the functionality of the EC site with apps. In the future, when we want to add various functions to the EC site, we foresee that we will be able to easily introduce them using apps, rather than having to develop them each time. The challenge was how to express the worldview of each brand on the EC site, but Shopify Plus allowed us to customize the page layout relatively freely, which allowed us to express the worldview we had in mind.

SBPS has a wide range of integrations with Shopify

--I heard that before the renewal there were issues with payments.

Before the renewal, the damage caused by fraudulent use and chargebacks was increasing. One of the reasons why we were unable to take measures immediately was that a large-scale site renovation would have been necessary to reduce the damage. We took the opportunity of the renewal to adopt SBPS's Online Payment Service, which is linked to "Shopify". SBPS provides an "AI fraud detection" service that helps prevent fraudulent use. They also have a long history of providing Mobile Carrier Billing and ID payments such as PayPay, which we had wanted to introduce for some time. I think the biggest deciding factor was the fact that they had a long history of linking with "Shopify" and the attentive response of the Shopify x SBPS sales team. They carefully explained to us the stability of SBPS's payment system, fraud prevention measures, and the wide range of payment methods.

--What effect has the introduction of SBPS services had?

Since the renewal, fraudulent use and chargebacks have been reduced to almost zero thanks to the introduction of "AI fraud detection" and "EMV 3-D Secure" provided by SBPS. The usage rate of Mobile Carrier Billing and PayPay, which were introduced for the first time, was higher than expected, which directly led to increased user satisfaction. As the site was renewed into an e-commerce site that integrated multiple brands, it was necessary to introduce a variety of payment methods tailored to each user. SBPS offers a wide variety of payment methods, including credit cards, Mobile Carrier Billing, and ID payments, so we believe that we will be able to handle any future considerations regarding the addition of new payment methods.

-Are there any initiatives you would like to implement on the new EC site in the future?

We have many plans, but one of them is to strengthen the link with in-store. When we renewed our website last year, we launched "TRY&PICK," a service that allows customers to order products selected on the EC site and try them on at the store. The usage rate of "TRY&PICK" is higher than expected, and it is also creating the benefit of OMO in that the stores encourage the use of EC. We hope that we will be able to realize various EC initiatives in the future with the cooperation of SoftBank Group companies, including SBPS.

Message from SBPS Sales Representative

Sanyo Shokai, a major apparel manufacturer established in 1943, has been focusing on its e-commerce website in recent years. As they updated their e-commerce website with Shopify Plus, they introduced our payment service, which not only addressed the issue of fraudulent use, but also enabled them to provide a wide variety of payment methods tailored to the users of each brand, for which we are very pleased. We hope to continue supporting them in the future with the cooperation of SoftBank Group companies, including our company, by proposing additional payment methods and implementing various e-commerce initiatives, so that they can continue to use our services.

SB Payment Service Corp.
Second Sales Headquarters
Sales Department 1, Section 1
Masashi Yamamoto