The Challenge

Fraudulent claims were increasingly costly, eroding trust and profitability by burdening the claims team with manual verification work. Route initially required suspicious claims to submit physical notarizations or police reports — cumbersome for honest customers and failed to deter fraud effectively.

The Solution

Route partnered with OneNotary to implement an online notarization process. Suspicious or high-value claims now require customers to complete a quick online notarization session, including live video verification and ID authentication. This approach ensured a seamless process for honest customers—while dramatically increasing the friction for fraudulent actors.

Why This Approach Works

Friendly, or Customer fraud,  is becoming an increasingly costly challenge for ecommerce businesses. According to a 2026 Bloomberg Businessweek report, American consumers filed 158 million transaction disputes in 2025—up 29% from 2021. As dispute volumes continue to rise, businesses need validation methods that deter fraudulent claims while maintaining a seamless experience for their honest customers.

Behavioral research helps explain why this approach is effective. A 2022 Harvard Business Review study found that customers are twice as likely to lie when interacting with a computer than with another person. By introducing a live online notarization session with identity verification and a commissioned notary, Route added meaningful human accountability without sacrificing the speed and convenience of a digital experience.