Company
Founded on the belief that everyone deserves a beautifully furnished home, American Signature, Inc. is one of the largest furniture retailers in the U.S. Parent company to both Value City Furniture and American Signature Furniture with more than 125 store locations nationwide, the company combines style, quality, and affordability to deliver a customer-first experience. Known for its hands-on service and high-touch sales model, American Signature helps customers bring their homes to life – online, in-store, and over the phone.
Industry
Retail
Product
Paylinks
125
Store locations
23%
Increase in auth rate
$2M
Fraud thwarted
“In our business, time spent researching fraud or verifying payments is time not spent with customers. We needed a modern solution that could protect our teams and streamline the buying experience.”
Kim Huebner, Senior Director Store Operations, American Signature, Inc.
Challenge
With an average order value of over $1,200 and a large percentage of transactions initiated outside the store – especially through call centers – American Signature needed a better way to manage remote payments. Phone-based orders introduced friction, increased security risk, and took valuable time away from store associates, who often had to resolve chargebacks or manually confirm payments.
Solution
American Signature partnered with Skipify to launch Paylinks in early 2024, replacing phone-based payments with a secure, easy-to-use digital checkout experience. Initially deployed in call centers, Paylinks quickly expanded to all 125 physical store locations, allowing associates on the show floor to send payment links directly to customers via text or email.
With no app downloads or account signups required, Paylinks offered a smooth, mobile-first experience that helped drive both speed and trust at the moment of purchase.
“Furniture shopping is a high-consideration journey. Customers visit multiple stores before buying – so when they’re finally ready to pay, we need to make it fast and effortless. Skipify helped us deliver just that,” states Huebner.
Impact
The results of the Skipify rollout were both immediate and far-reaching. Skipify was instantly able to identify 20% of shoppers and automatically populate personal and payment information through its partnerships and integrations with leading card companies such as American Express, Visa, and Synchrony Financial. American Signature saw a 23% increase in authorization rates, jumping from 75% to 98% – a shift that directly impacted revenue and conversion.
Perhaps most critically, fraud was significantly reduced. More than $2 million in fraud was prevented annually, and chargebacks dropped to just 0.06% – a leading rate in the furniture industry. With fewer disputes and payment issues to manage, store teams were able to refocus their time and energy on what matters most: serving customers and driving sales.
“This was never just about payments. It was about protecting our people, preserving loyalty, and making sure every part of the customer journey reflects the quality of our brand,” states Huebner.
Case Study