Brooklinen x Forter
How a direct-to-consumer home essentials brand stopped policy abusers in their tracks — without adding friction for the customers who actually belong there.
Brooklinen built its reputation on a simple promise: premium products, hassle-free shopping. But as the brand grew, so did the gap between the customers who genuinely loved their sheets and the resellers quietly exploiting their policies.
The challenge with a case study like this isn't the results — a 99.87% approval rate and $1.5M saved from reseller and reshipper abuse speak for themselves. It's making those numbers feel like the natural conclusion of a real story, not a highlight reel. The goal was to stay in Brooklinen's brand voice — warm, a little witty, decidedly un-corporate — while still giving fraud and risk teams the substance they came for.
Turns out "set it and forget it" is a lot more compelling when there's a thread count joke in there somewhere.
