Fraud reviews in under four hours.
Moorfield Pay was opening in Germany and the Netherlands and its fraud queue was already two days long. We built an 18-person review team in Lisbon in five weeks.
| Sector | Fintech, business payments app |
|---|---|
| Team | 18 reviewers, 2 team leads |
| Studios | Lisbon |
| Services | Trust & safety |
| Client since | 2023 |
Good customers, stuck in a queue.
Moorfield Pay runs business accounts and cards for freelancers and small firms in the UK, and in 2023 it was launching in Germany and the Netherlands. Every payment its models flagged went to a small in-house team in London.
The oldest item in the queue was often 41 hours old. Most flagged payments were legitimate, so the people waiting were good customers with a frozen card and a supplier to pay. New-market customers had to be reviewed in German and Dutch, which nobody on the team spoke.
“Meine Zahlung an einen Lieferanten wurde blockiert. Sie muss heute raus.”Geprüft und freigegeben. Ihre Karte ist wieder aktiv.
“My payment to a supplier was blocked. It has to go out today.” Reply: “Checked and released. Your card is active again.”
Rui Valente, Lisbon · replied in 34mWhat we set up.
A dedicated review team that decides cases to Moorfield’s written policy, in three languages, with Moorfield’s analysts handling only true escalations.
| Team | 18 reviewers, 2 team leads, a QA analyst and a wellbeing lead |
|---|---|
| Studio | Lisbon, on a locked-down floor |
| Hours | 7 days, 7 am to 11 pm Central European |
| Languages | English, German and Dutch |
| Queues | Flagged payments, chargebacks and new-account identity checks |
| Tools | Moorfield’s case tool, their identity-check console and Zendesk |
| Security | Managed devices, no phones on the floor, access reviewed every quarter |
Week by week.
From the first call to where the account stands today.
- Week 1Policy workshop in London
Two days with Moorfield’s risk team, writing down how their analysts actually decide, case type by case type.
- Weeks 2–5Hired German and Dutch speakers
Lisbon hired 18 reviewers, eleven of them German or Dutch speakers, in five weeks from signature.
- Week 5Certified on 400 old cases
Reviewers decided 400 historical cases blind and had to agree with Moorfield’s analysts on 95% before going live.
- Week 6English queue live
With Moorfield’s analysts checking every decline for the first two weeks.
- Week 7German and Dutch queues live
The same team, the same policy, with QA sampling one in ten decisions.
- Month 6Identity checks added
Document and selfie checks for new accounts moved to the same team.
What changed.
Before: Moorfield’s queue data for the quarter before go-live. After: the last full quarter, from the weekly report.
- Oldest item in the queue
- 3h 50mfrom
41h - Median decision time
- 52 minfrom
9 h - Good customers wrongly blocked
- 1.2%from
3.1% - Chargeback rate
- 0.41%from
0.62%
“Every hour a good customer waits on a fraud review is an hour they spend looking at other apps. They hired German and Dutch speakers in five weeks, and our fraud queue has not gone past four hours since. My analysts now spend their time on new fraud patterns instead of the backlog.”
Two more client stories.
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