Fraudology Podcast with Karisse Hendrick

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai In this episode of the Fraudology Podcast, host Karisse Hendrick provides a deep dive into what the perpetrator side of fraud refers to as "Inny's". Inny's, short for "Insiders" are able to bypass the majority of fraud & policy defense systems by colluding with an employee to be given access to the account or action that the fraudster wants. From easily committing account takeovers to refund fraud to balance transfers, SIM swaps, and package re-routes, these are all tasks that customer service agents and/or in-store staff are being recruited and paid to do. And unfortunately, this activity often won't be found utilizing the methods or metrics to identify traditional internal theft tactics.Karisse will then share how they are recruited, the average amount that they're paid, and what can be done to identify & prevent bad actors from hiring your customers for fraud-as-a-service. Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai While fraud & payments differ in every online industry, the world of event ticketing is unique & complex, but also very fascinating. First, it's important to know the differences between primary and secondary markets in ticket fraud and who ticket brokers are, and why they're often considered a "necessary evil".In this episode of the Fraudology podcast, host Karisse Hendrick sits down with Shawn Kelley, Former Director of Payment and Risk Operations at SeatGeek. Kelley shares his unique & unexpected journey into fraud prevention for a (then) small startup selling event tickets online called SeatGeek 7+ years ago. While building a fraud prevention and Trust & Safety department from scratch, he stumbled upon a new challenge of processing payments on behalf of venues partners thanks to a new partnership with an NFL team. Throughout this episode, Shawn shares his passion for "zooming in" and "zooming out" on complex challlenges to identify solutions that not only saved SeatGeek millions and protected their customers, but that also became new lines of revenue for the business.And then....Covid hit and all events were indefinitely "postponed". The unique complexities & nuances of being both a primary and secondary ticket provider really came into play during this time, providing a lot of chalenges that needed solved quickly, despite a world full of unknows. Karisse & Shawn also discuss the importance & opportunities of synergy between fraud and payments, uncovering the complex interplay in ticket transfers, and considerations to be made when selecting a machine learning partner, and it's struggle with ever-changing demographics. Connect with Shawn: https://www.linkedin.com/in/shawnkelley/Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai Neill Mac Carthaigh, Head of Global Fraud & Risk at eShopWorld returns to Fraudology to continue the 2nd half of his conversation with host Karisse Hendrick. They start out talking about the complexities of fraud team structures and how the department that a fraud team reports to can have a significant impact on all strategy & technology decisions. The remainder of their conversation is focused on Neill's advice to fraud-fighters when they must navigate the landscape of current fraud prevention providers. How do you know it's time to consider a new provider? What requirements should you be looking for?Unfortunately, not all fraud vendors are created equal, despite what many of them would like you to believe. It's advantageous to some to have you think that all solutions are the same. However, selecting a provider that no longer invests in keeping up with the newer tactics of today could be detrimental to your company's bottom line...and even worse, its brand reputation. But, with engineering constraints on most fraud teams, often a live POC (Proof of Concept) isn't a possibility. Neill then shares his suggestions for other ways to verify a vendor's claims prior to signing a contract. While these may mean more work for a sales team, the companies that have updated & effective fraud detection product(s) will happily provide additional information. -Most of these suggestions are things Karisse hasn't heard before...so pay attention & write these down!Neill & Karisse round out their conversation by touching on the importance of accountability and engagement when managing current fraud vendors to maximize a successful fraud prevention strategy. To connect with Neill (No solicitations please!): https://www.linkedin.com/in/neill-mac-carthaigh-94500983/Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai Today, host Karisse Hendrick spoke with Neill Mac Carthaigh, Global Fraud & Risk Manager at eShopWorld. Neill has had the unique opportunity of leading online fraud teams in 3 countries in the last ~10 years. And a lot can be learned from his experiences. While talking about his career journey, Neill shared the personal & professional benefits of moving to different countries to fight fraud, the cultural & communication considerations that should be made when hiring & leading international teams, along with the impact of global fraud teams on manual review success rates. Neill will be back on Thursday's episode to share insights on selecting the right solution provider for your business, methods to verify their claims prior to product implementation, and he'll provide insights to blend operational and technical fraud strategies while maximizing the legitimate customer experience. To connect with Neill (No solicitations please!): https://www.linkedin.com/in/neill-mac-carthaigh-94500983/Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai If you enjoy listening to two passionate fraud-fighters "geeking out" about various fraud strategies...you will thoroughly enjoy this episode! Today, Karisse Hendrick speaks with Doriel Abrahams, Head of Risk for the US at Forter. Starting with how his passion for acting and linguistics/neuroscience prepared him for his accidental career in online fraud prevention. Then, they discuss how online fraud has been changing rapidly over the last 18-24 months, and how it's more important than ever that all areas of a merchant's fraud strategy adapt to detect the latest methods, or they'll be left behind. Just as it's important to adapt internal operations & tactical prevention efforts, your core fraud provider should also be adapting & innovating at a similar pace as the malicious actors. We saw this most with the "Master Manipulators" organized crime ring during the peak Holiday season of 2022 when the fraud strategies & technologies used by the majority of online retailers were put to the test during the busiest time of the year for online shopping. This rapid change in fraud tactics can also challenge using existing technology in the ways they've "always been used". Such as the "conventional wisdom" of the past surrounding topics like utilizing 3DS in the US, selectively using 3DS in the EU/APAC, advocating to Issuing banks to improve auth rates, and Karisse asks Doriel to explain why he doesn't believe in relying on negative lists. To connect with Doriel on LinkedIn: https://www.linkedin.com/in/doriel-abrahams/**Sign up to receive an invitation to see a demo of the unique ways that Forter approaches e-commerce revenue protection in a pressure-free & anonymous virtual presentation. (More details via the link) https://forms.gle/7B3ew7VAhEtAfE8y8Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai This week, we've switched up the schedule to keep the episodes on refund claims fraud (refund fraud) consecutive. So while we'll learn from a fraud-fighting veteran on Thursday, today is a solo episode. Today, host Karisse Hendrick will walk you through the 5 core methods (or categories) that Refund Claims Fraudsters exploit, with examples of at least one variation of each method. But first, she clarifies a topic that she & Dajana discussed in last week's episode: Refund abuse vs. refund claims fraud. While there are some publications & experts saying that the steep increase in refund claims is all due to your customers, that's not the full picture. That's why the 1st step to reducing & preventing excess customer claims is to better understand them through an in-depth analysis process. And, because abuse and fraud are two very different intentions, the solutions are also different. Also, what the heck is "Casual fraud"?? Is this a term YOU plan to use? Karisse then highlights the 5 methods used by "refunders" (professional or DIY) to exploit the customer claims process at each retailer. She walks through the type of claims in the order that retailers experience these types of losses; from the easiest/least amount of effort to the methods that may take extra time and/or additional costs. They will never stop at one claim. So, if the high volume of INR claims are slowing down within your company, be on the lookout for claims of customers receiving empty boxes or missing items. Karisse also stresses the importance of creating a full-spectrum strategy that streamlines the process for good customers, provides continual data & insights to track new trends, and allows a way to review & deny the most suspicious claims. ***A reminder: If you're interested in being on the waitlist to be notified once registration for the course that Karisse & Dajana have created to better understand more of the details (that couldn't be shared here), nuances, and their framework for creating a process to greatly reduce your refund claims fraud, sign up here:https://forms.gle/a1vsWNfs7qe5GdbS8

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai Dajana Gajic-Fisic, Head of eCommerce Risk Management at Finish Line is back for a follow-up conversation w/ Karisse about Refund Claim Fraud (RCF). Dajana provides insights on how merchants can address refund fraud and the importance of solving, not just stopping, it. She also shares that as you begin to measure losses, identify gaps in the process, and start identifying gaps & vulnerabilities, you will not only identify ways to detect & reduce RCF, but also find many areas of opportunities to address gaps that may not be causing fraud, but do result in great financial losses for a retail business, and often provide a poor customer experience. But you don't always need to create brand new processes; Dajana provides a great example of how she leveraged an existing process & report performed by another team, to improve visibility into areas of opportunity to streamline processes & reduce additional costs within the business. Karisse & Dajana also address some of the mistakes they've seen retailers make when trying to be reactive to one specific gap at a time, and not understand the root causes of the exploits. And Dajana also shares why communication and feedback are critical, the importance of tracking the "wins" you & your team achieve during this process, and why putting your name out there is essential for success. ***As mentioned at the end of this episode, there's a lot more that we want to share with other online retailers, but can't on a public platform (for several reasons). If you need to learn MUCH more about how refund claims fraud, and want to hear all that we couldn't share on a public platform, you can learn more about it & add your name & contact info to the waiting list for the upcoming virtual training course created by Karisse & Dajana here:https://forms.gle/a1vsWNfs7qe5GdbS8Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai In this episode of Fraudology, host Karisse Hendrick is joined by Dajana Gajic-Fisic, Head of eCommerce Risk Management at Finish Line, to talk about a "new" form of fraud that they've gotten to know a lot about over the last 3 years. -Refund Claims Fraud (aka: Refund Fraud).In part 1 of this two part discussion, Dajana & Karisse will:Talk about the symptoms of this issue before it was discovered, and how refund claims fraud differs from policy abuse or return fraud.How to quantify the size of the problem for your company, present the issue(s) to leadership, and begin to identify & triage various gaps & vulnerabilities that are being exploited by online thieves.How a group of ~40 retailers worked together over the course of 3+ years to share information on attack methods and different aspects of this form of stealing from online retailers.Dajana will also share how COVID-19 impacted refund claims fraud, the difference between policy abuse and refund claim fraud, the importance of identifying legitimate customer claims, and the current challenges retailers have faced when trying to find vendors who can help identify & disrupt this newer form of fraud.To connect with Dajana (no soliciting, please!):  https://www.linkedin.com/in/dajana-gajic-fisic/Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai In this episode of Fraudology, host Karisse Hendrick first shares the 16 biggest buzzwords in online fraud (as determined by crowd-sourcing suggestions & votes) that made up the 2023 Buzzword Bracket for "March Madness" in fraud. And, some of the reasons why these industry terms often cause massive eye-rolls among fraud-fighters. She then provides the top 3 buzzwords that were selected last week. Do you agree?Then, talking with Alan (Buck) on Tuesday's episode caused Karisse to think more about the personality traits & qualities that make fraud-fighters so good at their jobs. But, those same traits & qualities could unintentionally be causing them to get in their own way when it comes to working with other departments & leadership, and in their own career advancement. Because these are aspects of her career she's had to challenge herself to improve upon (and still struggles with some of them from time to time), Karisse shares her experience & a few suggestions for navigating the double-edged sword of being a practitioner in this complex, yet purpose-filled industry.Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.

Fraudology is presented by Sardine. Request a 1:1 product demo at sardine.ai On today's episode of Fraudology, Karisse sits down with Alan Buck, Head of E-Commerce Fraud, Organized Retail Crime, and Corporate Investigations at Bed, Bath & Beyond. Alan explains how his career path provided him with a new perspective & a proven track record of success to approach his most recent role as the Head of e-commerce fraud for a well-known, omnichannel retail brand in the US.In this honest conversation about implementing radical changes to an overall fraud strategy, including selecting the right type of technology that will work for you, and not against you. Alan also shares some of the biggest lessons he's learned as an online fraud leader. And while the path to success, both within a fraud department, and within the overall company can feel like a long, difficult road, Alan shares the value he's found in improving communication and building relationships w/ stakeholders & leadership, and why hearing "No" can lead to a better "yes". They also explore the unique paths to success, maximizing proactive fraud prevention beyond payment fraud, and the power of collaboration with peers in the fraud industry. To connect with Alan (No solicitations, please!): https://www.linkedin.com/in/alan-buck-0a21804a/Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line. Connect with her on LinkedIn She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.