How quip Transformed Its Fight Against Resellers and Bad Actors with Yofi

quip – Transformed Its Fight Against Resellers and Bad Actors with Yofi

‍quip was created to bring delight, simplicity, and better oral care to every household. With sleek sonic toothbrushes, thoughtful refill plans, and a modern direct-to-consumer approach, quip has grown into a trusted brand in personal wellness.

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The Challenge: A Rules-Based Wall That Bad Actors Kept Scaling

quip initially relied on a hybrid of Stripe Radar and custom rules coded directly into the system:

• Stripe Radar used signals like card risk, email domain, and spend patterns
  
  
• Custom rules included checks for email domains, account age, invalid addresses, and coupon use
  
  

But both systems fell short:

• Radar couldn’t see order context or customer history, limiting the rules quip could build
  
  
• No pre-order checks — risk scoring happened after order creation, cluttering systems with bad data
  
  
• Granular access control was lacking, preventing more team members from managing fraud rules
  
  
• Manual rule maintenance was burdensome and reactive: bad actors constantly adapted faster than rules could be deployed
  
  

As one team member put it:

“We had a reputation on forums for being ‘reseller friendly.’ That was a red flag.” - Jeff Magill, Director of Engineering & Digital Product.

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‍Why Yofi? Intelligent, Proactive, and Purpose-Built

quip turned to Yofi after realizing they needed a tool that worked before orders were fulfilled — one that could detect, link, and block bad actors automatically.

Yofi delivered on multiple fronts:

• Evaluates orders before creation, reducing post-processing cleanup
  
  
• Cross-account clustering to identify reseller rings using multiple emails and addresses
  
  
• Risk-based flags and blocks, with flexible parameters to align with business rules
  
  
• No need to write new code for every edge case — rules and combinations are configured, not hardcoded

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The Solution: Proactive Defense, Not Just Cleanup

With Yofi, quip gained the ability to see reseller tactics in real time and respond dynamically.

They now:

• Block orders at checkout based on AI using 1000s of signals, not just one rule
  
  
• Group related accounts automatically to enforce wide-reaching blocks with real-time clustering of identities
  
  
• Flag suspicious orders before they reach fulfillment, reducing wasted ops effort
  
  
• Route flagged orders to CX, who now make informed decisions backed by data
  
  

Yofi’s visual graph of customer clusters was a surprise highlight:

“It showed us the lengths resellers go to stay hidden — and helped us find patterns we weren’t even looking for.” - Justin Cuyan, Senior Associate, Training and Quality

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Advice to Other Brands

If you're relying on fraud detection after the order is placed, quip’s team has a clear message:

“Stop playing defense. Yofi helps you prevent abuse before it happens. If you’re serious about stopping resellers, this is the system to do it.” - Justin Cuyan, Senior Associate, Training and Quality

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What’s Next: More Power, More Precision

Looking ahead, quip is excited to see continued investment in:

• Greater automation: Using risk scores to automate routing, flagging, and fulfillment decisions
  
  
• Expanded CX integrations: Making Yofi data more accessible in support workflows