The Digital Trust & Safety Deficit

For years, most businesses have treated fraud-fighting as synonymous with fraud mitigation. Fraud and risk teams are set up to keep losses down by manually reviewing transactions, figuring out which users are likely to be fraudsters and which are likely to be honest customers. The bulk of a team’s time is spent examining discrete customer […]

The Detective and the Commando: Hiring in Digital Trust & Safety

Looking to hire Digital Trust & Safety (DT&S) team members? You’ll be joining the ranks of Google, Facebook, Airbnb, Uber, Twitter, and Patreon: disruptive, digital-first companies that have recognized trust is woven into their business’s DNA. DT&S is an innovative approach to balancing revenue and risk. Instead of separating user experience from user safety, DT&S […]

Measuring the Performance of Your Fraud Team

If you are responsible for managing an ops team, chances are you’ve been asked to justify hiring additional headcount and measuring the performance of your existing team. Below, I’d like to share some basic metrics I used to measure the effectiveness of my Risk Ops team while at Square and Google.    Techniques for measuring […]

3 Essential Last-Minute Steps for Holiday Fraud Prep

Black Friday and Cyber Monday may be behind us, but the holiday shopping rush has only just begun. Between now and January 1, millions of people will order gifts for family and friends online and on mobile. Last year, the sharp uptick in holiday shopping was accompanied by a 22% increase in ecommerce fraud. If […]

10 Mistakes Merchants Make Fighting Chargebacks

Your customer just filed a chargeback. That’s the end of the story, right? Not quite! As complicated and stressful as chargebacks may seem, you can fight back — and win. But it’s not easy. For one, the process of disputing a chargeback doesn’t favor the merchant. Banks and credit card companies prioritize their customers’ satisfaction. […]

3 New Console Changes to Supercharge Manual Review

We built our Console to make fraud easier to understand and manual review more efficient. Earlier this month, we rolled out three new features to help teams increase their performance and work better together. Escalation Queues: Get a second pair of eyes on tricky cases We all get by with a little help from our […]

Content Moderation Best Practices: Q&A with Kevin Lee and Jeff Sakasegawa

User-generated content is the lifeblood of online marketplaces and communities. But it can also be a powerful tool in the hands of fraudsters. Content moderators must act quickly and decisively to stop the spread of abusive content. If they don’t, they risk serious damage to a company’s brand and bottom line. Trust and safety architects […]

[Podcast] Chocodiles and Chargebacks: Stories from Veteran Fraud-Fighters

Being a fraud analyst is a high-stakes job, often punctuated by strange twists and turns. How do analysts navigate the fast-paced world of online fraud? What challenges do they face? And what on earth do chocodiles have to do with it? In this episode, we sit down with two veteran fraud fighters: Michelle Arguelles and […]