Challenge

‍Managing COD and card-based transactions through disconnected systems has been a lingering headache for Ozinga’s operations, creating inefficiencies for both the credit and dispatch teams. As transaction volume continued to increase – a good situation to be in – the challenges with payment processing compounded.

‍

Payment processing workflows relied heavily on manual coordination between paper forms, payment authorizations, and dispatch records, even as many other workflows had automated. Credit personnel were responsible for confirming shipments, locating payment information across multiple systems, and manually capturing or adjusting transactions after loads had been delivered. In many cases, teams were required to search through paper documentation, emails, and separate operational systems just to verify payment activity tied to a single order.

‍

The lack of connectivity between payment data and dispatch operations created operational friction between departments. Dispatch teams needed fast approvals to keep deliveries moving, while credit teams needed accurate information to properly authorize and reconcile transactions. Without a centralized workflow, communication delays and administrative work often slowed down payment handling and increased the risk of errors.

‍

In addition to operational inefficiencies, Ozinga recognized the need for stronger controls around payment processing and an enhanced layer of fraud prevention. Existing COD workflows did not provide the level of authentication and visibility necessary to help reduce exposure to higher-risk transactions and unauthorized payment activity. As card-based payments became more common, the company needed a more secure and scalable way to manage customer transactions without increasing administrative burden or compliance risk.

‍

‍
The Solution

Ozinga looked to Command Alkon partner Fractal to modernize and streamline its payment processing workflows. By integrating payment activity directly with dispatch, the company created a more connected process between customer orders, payment requests, and transaction management. The implementation replaced many of the manual steps previously required to process COD and card-based transactions. Instead of relying on disconnected systems and paper documentation, teams could manage payment activity through a centralized workflow tied directly to dispatch operations.

Customers can securely enter payment information through digital payment links rather than requiring employees to manually handle sensitive card data. Payment requests connected directly to dispatch orders, giving the credit team a searchable and trackable process for managing authorizations, captures, and reconciliation activity.

‍

There is now improved visibility between dispatch and payment workflows, allowing teams to verify transactions more efficiently and respond more quickly to customer needs. For COD and first-time customer transactions, enhanced authentication workflows have added an additional layer of fraud protection by helping prevent unauthorized card activity before transactions could move forward.

‍

Documentation and audit readiness are now stronger with more consistent and accessible payment records available across the organization.

‍
‍

The Result

Ozinga transformed a manual, paper-heavy workflow into a more secure and efficient payment management process. Before optimization payment processes, the company had limited protection against fraudulent chargeback schemes and little ability to verify unknown customers before processing card payments

‍

With built-in 3D Secure (3DS) authentication, Ozinga now requires two-factor authentication for unfamiliarcustomers, dramatically reducing its exposure topayment fraud. The impact was immediate, with the company successfully identifying and blocking four suspected fraud attempts in the first three weeks alone.

‍

The credit team now has a more reliable method to manage pending authorizations, captures, and reconciliation, reducing manual touchpoints and improving compliance readiness. Teams no longer spend significant amounts of time searching across systems or coordinating information manually to verify payment activity.

‍

Customers also benefit from a more modern and convenient payment experience through secure digital payment links and faster transaction processing.

‍

Today, Ozinga benefits from a more organized, searchable, and connected workflow that improves payment visibility, reduces manual effort, significantly reduces fraud risk, and creates a stronger foundation for securely managing COD and card-based transactions as the business continues to modernize and grow.


Learn how 3DS can work for you. Schedule a demo today