Know Your Frenemy: Identifying, Deterring, And Fighting Friendly Fraudsters

Know Your Frenemy: Identifying, Deterring, And Fighting Friendly Fraudsters

May 23, 2019, 1:00 PM - 2:00 PM

Salon 12/13
Friendly fraudsters are persistent pests for e-commerce companies everywhere, adapting to and exploiting the dispute processes of both merchants and credit card companies. By empowering your customer-facing teams with social engineering training and a "security first" mindset, you can build a front line of defense against these "frenemies." These investigative strategies can be leveraged throughout the process, such as to prevent loss to buyers who place and then dispute orders and to even convert friendly fraudsters back into good customers and maintain your company's bottom line.

• How to identify friendly fraudsters and develop preventative "trust your gut" strategies for your customer-facing teams, including training on social engineering and elicitation techniques.
• Through real-world examples, we will outline effective techniques for responding to friendly fraud disputes, turning the friendly fraudsters techniques back on them.
• Apply the above two objectives to a deep dive on best practices for responding to specific friendly fraud claims: subscription canceled and item not received.


  • Brittany Allen


    Policy Manager


    With more than nine years of experience combatting e-commerce marketplace fraud, I'm always excited to share my thoughts, experiences, best...


  1. Topics
    Emerging/Continuing Fraud Trends

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