How Cymbiotika achieved $37 million in additional revenue and reduced chargebacks by 93% 

Scaling ecommerce operations while maintaining exceptional customer experiences can become increasingly challenging as an online retail business grows.

Cymbiotika, a seven-year-old health and wellness company, experienced this firsthand. 

Delivering seamless experiences for their customers has always been a top priority for the company. But rapid growth brought new challenges, including staying ahead of fraud.

With the help of Signifyd, Cymbiotika overcame these hurdles, unlocking remarkable results: a $37 million revenue uplift, a 98% approval rate and a 93% reduction in chargebacks.

This is their story of transformation and success.

The challenge: maintaining customer satisfaction while growing rapidly

Cymbiotika’s mission is to empower people to take ownership of their health, but behind the scenes, their rapid year-over-year growth presented new obstacles. The company struggled with false positives, leading to legitimate subscription orders being canceled. This not only frustrated loyal customers but also inundated Cymbiotika’s support team with hundreds of inquiries daily.

Meanwhile, bad actors were exploiting Cymbiotika’s subscription discounts, gaming the system to fuel reselling schemes. This abuse threatened Cymbiotika’s ability to provide a consistent and trustworthy customer experience. They needed a fraud management solution that could scale with their growth, reduce inefficiencies and restore control over the customer journey.

The solution: a strategic partnership with Signifyd

Cymbiotika partnered with Signifyd to tackle these challenges head-on. Together, they implemented Signifyd’s Guaranteed Fraud Protection and leveraged tools like Decision Center and Power Search to address both fraud and operational inefficiencies.

Here’s how Signifyd’s solutions made a difference:

• Enhanced fraud detection: Signifyd’s Commerce Network cross-referenced suspicious activity, blocking fraud attempts while ensuring legitimate transactions were approved.
• Reseller abuse prevention: Using Decision Center, Cymbiotika gained valuable insights into orders, enabling the creation of targeted policies to prevent reseller abuse.
• Chargeback Protection: With Complete Chargeback Protection, Signifyd absorbed the liability for chargebacks, allowing Cymbiotika to focus on growth rather than risk.

Collaboration was key. The Signifyd Customer Success team worked closely with Cymbiotika to coordinate efforts across departments and dive deep into data, ensuring the solutions addressed their unique challenges.

The results of Cymbiotika’s partnership with Signifyd have been nothing short of extraordinary:

• 98% approval rate: Cymbiotika’s approval rate soared to 98%, enabling seamless subscription renewals and an improved customer experience.
• $37 million revenue uplift: By approving more legitimate transactions, Cymbiotika unlocked significant revenue growth.
• 93% reduction in chargebacks: Chargebacks dropped by 93%, saving Cymbiotika $1.2 million and restoring confidence in their operations.

“Our partnership with Signifyd has been the catalyst for change for our overall customer experience,” said Emilio Maldonado, who as Cymbiotika’s manager of customer experience worked closely with Signifyd. “We have been able to increase our approval rate and maintain that success even as our order volume continues to scale. We appreciate the way the Signifyd team has collaborated with us to provide the best solutions.”

Beyond Signifyd: partners fueling Cymbiotika’s success

While Signifyd played a pivotal role in transforming Cymbiotika’s fraud management and customer experience, other trusted partners have also contributed to their growth. Together, these collaborations have created a robust ecosystem that supports Cymbiotika’s ambitious goals. 

Shopify was key to Cymbiotika’s international expansion

With Shopify, Cymbiotika was able to streamline their subscription process and their international expansion while reinforcing the seamless shopping experience that has become a hallmark of the company. 

Klaviyo supercharged Cymbiotika’s email marketing 

Cymbiotika leveraged Klaviyo’s advanced email marketing tools to build personalized customer journeys, boosting engagement and driving repeat purchases. With Klaviyo, Cymbiotika has hundreds of thousands of customer profiles to leverage and with 15-plus automated flows, Cymbiotika saw over $13 million of revenue driven by emails in 2024.

Narvar helped Cymbiotika deliver its renowned customer experience post-purchase

By integrating Narvar’s post-purchase solutions, Cymbiotika enhanced its order tracking and customer communication, delivering a seamless experience from checkout to well beyond the buy button. 

Okendo placed Cymbiotika’s reviews center stage

With Okendo Reviews, Cymbiotika was able to collect and showcase authentic feedback from satisfied customers, building trust and driving conversions with powerful social proof. 

Strong partnerships lead the way to remarkable growth

Cymbiotika’s story demonstrates the transformative power of strong partnerships and cutting-edge technology. By addressing fraud, reducing inefficiencies and focusing on customer satisfaction, Cymbiotika not only overcame challenges but also achieved remarkable growth.

As they continue their journey, Cymbiotika serves as a testament to how ecommerce brands can thrive in a competitive landscape by prioritizing seamless customer experiences and innovative solutions.

Signifyd Customer Marketing Manager Lillie Dorsey worked on the Cymbiotika case study and contributed to this report.

Blog feature photo courtesy of Cymbiotika

Check out the case study to read more about Signifyd and Cymbiotika together.